Guest Services Manager

Job Title: Guest Services Manager

Pay: $50,000

Location: Crystal River, FL

Reports to: Director of Rooms

FLSA Status: Exempt

Job Summary

• Manages and coordinates the activities of workers in guest registration, bell services, and reservation services to ensure guest satisfaction and maximizing hotel probability. Also coordinates communication between Front Desk, Housekeeping and Engineering department to ensure efficiency in service.

Supervisor Responsibilities

• Schedules guest service agents, bell staff and reservation services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
• Motivates staff and establishes a productive working environment for hotel.
• Aggressively recruits and staff’s department using company hiring standards.
• Conducts training classes regarding safety, security, department procedures and service guidelines.

Job Responsibilities

• Oversees and participates in guest registration.
• Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.
• Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Analyzes and generates reports and communicates information to employees and appropriate departments.
• Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
• Knowledgeable of hotel property, amenities, area attractions and transportation.
• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

Qualifications

• Two years’ experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience.
• Communication: Effectively interact with guests and colleagues, exercising patience, tact, and diplomacy (both verbally and in writing).
• Problem-solving: Utilize an analytical approach to problem-solving and manage conflict situations effectively.
• Leadership: Provide training, guidance, and feedback to team members, serving as a positive role model.
• Organizational: Prioritize tasks efficiently and manage time effectively within a fast-paced environment.
• Technical: Proficient in Microsoft Word, Outlook, Excel, and internet navigation.
• Mathematical: Apply mathematical concepts like profit/loss, percentages, and variances.
• Physical: Sit for extended periods, with occasional walking and standing. Ability to lift up to 15 lbs. regularly.
• Dexterity: Operate office equipment such as computers, printers, phones, and filing cabinets.
• Valid Driver’s License.

Physical Requirements

• Must be able to sit at a desk for up to 12 hours per day. Walking and standing may be required. Length of time of these tasks may vary from day to day and task to task.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, fax/scan machines, photocopiers, dolly and other office equipment as needed.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Plantation on Crystal River is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement.

If you are interested in applying for employment with Plantation on Crystal River and need special assistance to apply for a posted position, please send an email to hr@reunionresort.com.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Nights as needed
• Weekends as needed

Experience:

• Front desk: 2 years (Required)
• Hospitality management: 2 years (Required)

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Crystal River, FL 34429 (Required)

Ability to Relocate:

• Crystal River, FL 34429: Relocate before starting work (Required)

Work Location: In person