Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Guest Services Manager will oversee all aspects of the Guest Services department, focusing on customer relations, leadership, decision-making, and problem-solving to ensure the highest quality guest experience while maintaining compliance with quality and financial standards. This role fosters positive relationships with owners, guests, HOA, and operational departments, providing superior guest service and issue resolution through various communication channels. The manager will analyze guest and associate feedback to improve satisfaction and develop processes, and will be responsible for hiring, training, motivating, and developing guest service associates.

Responsibilities

Manage all aspects of the Guest Services department.
Foster and maintain positive relations with owners, guests, HOA, and operational departments.
Provide superior guest service, assistance, and resolution via written, phone, and direct face-to-face communication.
Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction.
Hire, train, motivate, recognize, coach, and develop guest service associates.
Implement incentives and training plans for guest service associates.
Ensure proper staffing and scheduling for maximum productivity.
Maintain strict room inventory to achieve the highest possible room occupancy percentage.
Manage guest accounts to ensure correct rates are applied, appropriate rate authorization is obtained, and payment is received.
Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff.
Own and manage the Internal Audit process.
Ensure departmental compliance with Quality Assurance, Loss Prevention, and safety standards procedures.
Manage and support all financial aspects of the department, including preparing the annual department budget.
Identify areas for cost reductions and operational improvements.
Provide explanation of variances and analysis of expense data.
Maintain cost control and appearance of retail inventory.

Requirements

Understanding of resort financials.
Strong leadership skills (ability to effectively coach, mentor, and train staff).
Excellent communication skills.
Computer proficiency in Microsoft Excel, Word, Outlook, etc.
2 to 3 years of management experience at a hotel/resort.
3 to 5 years hospitality customer service experience.

Skills

Customer relations
Leadership
Problem-solving
Communication (written, phone, face-to-face)
Financial management
Budgeting
Staff training and development
Inventory management
Microsoft Excel
Microsoft Word
Microsoft Outlook

Location

Onsite

Work Type

Full-time

Experience Level

Management experience
Hospitality customer service experience

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Paid time off (dependent on position)
Parental leave (dependent on position)
Holidays (dependent on position)
Wish day paid time to volunteer
401k with employer match
Legal and identity theft plan
Voluntary income protection benefits
Wellness program
Employee Assistance Program

About the Company

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands.
Innovation and growth keep our work interesting and fun.
Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
Hospitality is at the heart of all we do at Travel + Leisure Co.
We offer an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another.
We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience.
Join our global team and build a career where memories start with you.

Equal Opportunity

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.