Guest Services Manager - Margaritaville Resort Orlando

Job Description

Job Description

Margaritaville is more than a place ' it's a State of Mind. A paradise where laughs are louder, and smiles are wider where we create and deliver fun & escapism.

We are looking for a Guest Services Manager to join our team! Are you ready for an amazing, thrilling, fast-paced career in hospitality? Are you looking to enhance your talents and grow in the industry? We have an open opportunity to provide you with an amazing future as a part of our team.

POSITION SUMMARY

We are currently looking for a Guest Services Manager to lead the guest services team at our Margaritaville Resort Orlando property. As the Guest Services Manager, you'll be responsible for all duties of the operation, including management of the guest services team in addition to the training and development of employees, delivery of quality customer service and resolution of guest issues.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ensuring that the guest services team is checking guests in and out in an efficient, courteous, and professional manner for guests who stay at our rental cottages.
• Ensuring guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable
• Interviewing, hiring, coaching and developing guest service team members
• Evaluating team performance and taking appropriate corrective action as needed to hold team members accountable
• Setting goals, providing ongoing feedback, and rewarding/recognizing team members
• Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts
• Authorizing requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures
• Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner
• Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures from the property management system
• Monitoring and maintaining the front office systems and equipment to ensure their optimum performance

• ADDITIONAL RESPONSIBILITIES:

• Completes tasks and projects delegated by direct supervisor
• Complies with all policies and procedures relating to the resort
• Records any guest complaints or problems and notifies the appropriate individuals
• Excellent attendance and timeliness
• Reports to shift on time in a neatly groomed and acceptable manner
• Understands fire and safety procedures to assist in emergency situations if necessary
• Committed to the organizational goals and vision while defending the company name
• Performs general inspection of clubhouse to ensure cleanliness and informs appropriate parties when attention is needed

KNOWLEDGE & SKILLS:

• High level of proficiency in property management system and pertinent MS Office applications
• Excellent written and verbal communication skills
• Strong time management, prioritization, organizational and follow up skills
• Positive contributor and works well in a team-oriented environment
• Ability to think, work and make independent decisions based on sound judgment

SERVICE STANDARDS:

• Eye contact should be made at a distance of no less than ten feet from every guest
• A genuine smile should be offered at a distance of no less than five feet from every guest
• Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor
• Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests
• Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs

Minimum requirements:

• Minimum of three years Guest Services experience in a club/resort property of similar size and quality
• Minimum of two years Manager experience in Guest Services capacity
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must have excellent supervisory and interpersonal skills
• Ability to work a varied schedule that will include evenings, nights, and weekends

NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Great Perks and Benefits - Work with a "Win from within company"

Job Posted by ApplicantPro