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Guest Services Manager - Millsboro, DE 31133 https://a1.snaphire.com/job?jobmc=31133GOOGLE https://a1.snaphire.com/job?jobmc=31133GOOGLE
Careers at BWDC - The Resort at Massey's Landing The Resort at Massey's Landing
Salary:

Location: Millsboro, DE 19966 USA

Type of employment : FULL_TIME

Industry: Hospitality
Department: Rooms & Reservations
Career Level: Management
Work Hours: Full-time (Salaried)

Date Posted: 13 Oct 2020

Valid Through:

Our Guest Service Managers represent the hub for guest satisfaction for properties.  These dynamic individuals ensure that all guest facing departments are at optimal capacity while providing direct support to group sales and recreation and events. 


The Guest Services Manager is responsible for managing guest and front office operations including alignment to our sales and marketing strategy while supporting our revenue management approach. Assists with check-in or check-out processes, responds to guest requests and concerns. Oversees operations and resort amenities such as concierges, security, housekeeping, etc... Provides assistance to guests as needed. Monitors staff scheduling and shifts while overseeing departments cooperation.  Supports group and rally bookings including reservation and event needs. 

 

Essential Responsibilities:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Support local sales and marketing programs and initiatives.
  • Work closely with General Manager and Revenue Manager to ensure inventory is optimized for bookings.  Regularly run reports to analyze site revenue and provide solutions and direction on areas of concern.
  • Acts as manager on duty in absence of General Manager which requires overall operational management and support, running of daily meetings and information sharing, provides daily reporting and analysis for regional team structure. 
  • Provides direction to efficiently provide guest services such check in, check out, re-booking and other guest service needs.
  • Respond to all guests requests, problems, complaints and/or accidents presented at the front desk in an attentive, courteous and efficient manner
  • Follow up to ensure guest satisfaction
  • Attend daily and monthly department and planning meetings
  • Maintain a professional working relationship and promote open lines of communication with managers, staff and other departments
  • Acts as liaison for group sales site planning and assignment with sales and reservations teams
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, account discrepancies, etc.
  • Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming
  • Leads daily, weekly, monthly site assignment needs.
  • Ensure that associates are always, attentive, friendly, helpful and courteous to all guest, managers and other associates
  • Performs other duties as assigned
  • Provides regular and reliable attendance

Job Qualifications:

  • Associates Degree or Bachelor's Degree in Hospitality Management, Tourism or other related fields.
  • Minimum 5 years of experience working in guest services; at least one (1) year in a supervisory role

 

Success Factors:

  • Outstanding management, organization, communication and leadership skills
  • Experience of providing exceptional Guest Service to the highest standard
  • Ability to successfully coordinate staff in a high volume, time sensitive environment
  • Highly organized and detail-oriented
  • Thorough knowledge of department processes
  • Computer and system savvy

 

 

 

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.

 

 

Blue Water Hospitality is committed to the principles of equal employment opportunity and is committed to make employment decisions based on merit. We are committed to complying with all Federal, State and local laws providing for equal employment opportunities, as well as all laws related to terms and conditions of employment.

 

Guest Services Manager - Millsboro, DE

Our Guest Service Managers represent the hub for guest satisfaction for properties.  These dynamic individuals ensure that all guest facing departments are at optimal capacity while providing direct support to group sales and recreation and events. 


The Guest Services Manager is responsible for managing guest and front office operations including alignment to our sales and marketing strategy while supporting our revenue management approach. Assists with check-in or check-out processes, responds to guest requests and concerns. Oversees operations and resort amenities such as concierges, security, housekeeping, etc... Provides assistance to guests as needed. Monitors staff scheduling and shifts while overseeing departments cooperation.  Supports group and rally bookings including reservation and event needs. 

 

Essential Responsibilities:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Support local sales and marketing programs and initiatives.
  • Work closely with General Manager and Revenue Manager to ensure inventory is optimized for bookings.  Regularly run reports to analyze site revenue and provide solutions and direction on areas of concern.
  • Acts as manager on duty in absence of General Manager which requires overall operational management and support, running of daily meetings and information sharing, provides daily reporting and analysis for regional team structure. 
  • Provides direction to efficiently provide guest services such check in, check out, re-booking and other guest service needs.
  • Respond to all guests requests, problems, complaints and/or accidents presented at the front desk in an attentive, courteous and efficient manner
  • Follow up to ensure guest satisfaction
  • Attend daily and monthly department and planning meetings
  • Maintain a professional working relationship and promote open lines of communication with managers, staff and other departments
  • Acts as liaison for group sales site planning and assignment with sales and reservations teams
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, account discrepancies, etc.
  • Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming
  • Leads daily, weekly, monthly site assignment needs.
  • Ensure that associates are always, attentive, friendly, helpful and courteous to all guest, managers and other associates
  • Performs other duties as assigned
  • Provides regular and reliable attendance

Job Qualifications:

  • Associates Degree or Bachelor's Degree in Hospitality Management, Tourism or other related fields.
  • Minimum 5 years of experience working in guest services; at least one (1) year in a supervisory role

 

Success Factors:

  • Outstanding management, organization, communication and leadership skills
  • Experience of providing exceptional Guest Service to the highest standard
  • Ability to successfully coordinate staff in a high volume, time sensitive environment
  • Highly organized and detail-oriented
  • Thorough knowledge of department processes
  • Computer and system savvy

 

 

 

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.

 

 

Blue Water Hospitality is committed to the principles of equal employment opportunity and is committed to make employment decisions based on merit. We are committed to complying with all Federal, State and local laws providing for equal employment opportunities, as well as all laws related to terms and conditions of employment.

 

Job Details

Reference # 31133
Posted on 13 Oct 2020
Closes on
Location(s) Millsboro, DE
Department Rooms & Reservations
Career level Management
Hours/Status Full-time (Salaried)
Pay range ($low)
Pay range ($high)
More details (document)
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