About this role
Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. Our Guest Services Manager oversees the buzzing hub of the hotel and is a vital position for all hotel operations. You will oversee all guest service desk operations while providing excellent service to our guests and employees. The Guest Services Manager will apply knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the overall goals of the company. Be part of the team who shares their backyard with guests. Live a summer of adventure and memories, creating your own and those for others. Supervise, train, and give regular performance guidance to reporting employees. Provide excellent customer service and analyze guest situations, investigate problems and determine solutions within company policies, procedures, and guidelines. Communicates and coordinates with multiple departments and third-party vendors in a friendly and professional manner to process requests and accommodations. Apply knowledge of company products, tours, services, and operations for guests and employees to enhance the vacation and work experience. Monitor/Create bookings, take payment, and process refunds for hotel rooms, amenities, and tours. Oversees daily sales and completes accounting duties. Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines. Answer and re-direct telephone calls as needed; greet and interact with guests at the desk or designated areas. Monitor alarm panel and communicate with guests, employees, security, and management in the event of an emergency Keep work and lobby areas organized, clean, and sanitized Perform Guest Service Representative duties when necessary.