Guest Services Manager/Director

HARBORSIDE INN CONDO TRUST is an EEO employer - M/F/Vets/Disabled
The Harborside Inn is now seeking ayear-round Guest Services Manager/Director to join the team!
This position is located on Martha'sVineyard Island in the state of Massachusetts. Subsidized housing is available for this position.
Located on the harbor in the heart ofEdgartown, the Harborside Inn is Martha's Vineyard's premier waterfront resort. With 90 guest rooms and luxury hotel amenities, it is the perfect place tovacation in the heart of Edgartown with all the galleries, dining, shops, andnightlife the town has to offer.
Our website: www.theharborsideinn.com
Video of Harborside Inn: https://www.youtube.com/watch?v=XxmPPKW0FM4
Anticipated Start Date:
As soon as possible.
Benefits:
Year-round team members enjoy manybenefits. Some of these benefits include:

• Medical, dental, and vision plan options with premiums fullypaid by the company.
• Retirement benefits with company match.
• Paid time off.
• The property closes before Christmas through New Year's. Teammembers enjoy that week off with pay in addition to their regular vacationtime.
• Life insurance, short-term disability, and long-term disabilitybenefits are also available.

Position Description:
The Guest Services Manager/Director plays a key role in our mission to deliver world class service and products and a memorable vacation experience to everyone that passes through our doors. This position assists in the front office by serving as a manager-on-duty at the front desk. Depending on experience level, the position may oversee front desk operations. The position also supervises the bell and pool teams. It also leads the property's online presence, events, and property-wide hospitality/guest service training initiatives.
Operationally Related:

• Serving as a manager-on-duty at the front desk. Depending on experience level, directly oversee the front desk team.
• Overseeing the bell and pool teams. This includes helping in roles as needed.
• Processing reservations and engaging in timeshare owner relations.
• Assisting with (or depending on experience overseeing) the management of rates and inventory of space/rooms in partnership with the Front Office Manager.
• Creating, developing, and implementing property-widehospitality/guest service training on an on-going basis. Partnering with GM increating guest service standards for property.
• Leading and maintaining the property's online presence.
• Booking events and overseeing all scheduled events at the property.
• Ensuring the team has standard operating procedures, training materials and programs, and updated job descriptions.
• Creating, developing, and implementing recreational activities on the property.

Guest Service Related:

• Providing guests with exceptional service and partnering with GMon service-level strategies.
• Resolving guest concerns and accommodating special requests asapplicable.
• Ensuring self and others on the team have current knowledge ofproperty products, services, events, guidelines, and local activities.

Leadership Related:

• Leading in a way that others want to willingly follow. Thistypically includes establishing rapport, gaining trust through activelistening, setting clear expectations, and promoting a positive culture.
• Staff-related responsibilities include interviewing, hiring, andtraining; planning, assigning, and directing work; completing new hire paperwork; processing time sheets; appraising performance; rewarding andcorrecting team members; addressing concerns; coaching and mentoring,etc.
• Encouraging teamwork within diverse groups.
• Establishing a culture of continuous improvement and growth.

It Also Involves:

• Arriving to work as anticipated and following the property'sattendance guidelines and ensuring the team does the same.
• Attending meetings and trainings as needed.
• Ensuring safety guidelines as well as compliance requirementsare met by self and team.

Qualifications:
All of our team members are passionateabout guest service and helping others. They initiate conversations, anticipatethe needs of others, and interact with others in a courteous and efficientmanner. They love being a team player and are detail oriented as well asflexible/adaptable. They can work a flexible work week including nights,weekends, and holidays. They understand maintaining confidentiality (whereappropriate) is important. This position works both indoors and outdoors andinvolves lifting and carrying items up to 25 pounds at times.
Education/Experience:

• 3-5 years of previous relevant experience is preferred.
• 2-3 years of previous leadership/management experiencepreferred.
• Knowledge of property management software and Microsoft Officepreferred.
• Previous experience training others helpful.
• Timeshare resort experience helpful.

Certifications:

• Certified in First Aid and CPR (or ability to obtain at company's expense).

Knowledge, Skills, and Abilities:

• Ability to implement leadership and guest service best practices
• Social media management best practices
• Public speaking and engaging presentation skills.
• Public relations and community marketing skills and abilities.
• Initiating conversations with others and anticipating theirneeds and want
• Ability to teach, coach, and mentor others and to lead a team
• Conflict resolutions
• Ability to work independently as well as part of a team
• Detail-orientation
• Organizational skills

The Harborside Inn is an Equal Employment Opportunity Employer and values the diversity of its staff and applicants.
Please visit our careers page to see more job opportunities.