Guest Services Manager

Holiday Inn Club Vacations resorts look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

COMPANY BENEFITS:

•Weekly Pay
•Growth Opportunities
•401K
•Comprehensive Benefits – Health, Dental and Vision Plans.
•EAP – Employee Assistance Program
•PTO - Paid Time Off
•Discounts through IHG including additional discounted employee benefits through our company Perks website
•Tuition Reimbursement & Continuing Education Courses
•Outstanding Company Culture

POSITION DESCRIPTION:

The Manager of Guest Engagement is responsible for bringing the brand promise to life in all of the resort recreational amenities and outlets by executing high level strategies and setting some of the priorities for functions under remit at small, stable resorts, typically less than 200 units without sales centers. The role serves as guest advocate and key advisor to the General Manager and is accountable for operation of resort activities at the pool area. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

ESSENTIAL DUTIES AND TASKS:

• Development of PDPs, evaluation and active coaching to develop Brandhearted guest facing amenity delivery staff. Demonstrate a culture of learning and mentorship for continual performance development
• Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Manage department engagement plans, talent review and succession planning.
• Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled.
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success
• Daily management/execution of well-defined strategies and programs developed by others with some adaptation. Implement and maintain consistent delivery of brand standards and ways of working that create fun and immersive experiences for the entire family.
• Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
• Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections.
• Development of departmental budgets and allocation of resources to meet financial goals.
• Operate departments successfully within budgetary guidelines.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

QUALIFICATIONS:

• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting
• Demonstrated professional verbal and written communication and presentation skills.
• Novice level mastery of Microsoft Office products.
• Driving record must qualify to drive company owned vehicles.