Guest Services Assistant Manager

Travel Leisure Resort Development Inc; Nashville (TN); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Flexible spending accounts

Paid time off

401(k) with employer match

Job summary

Travel Leisure Resort Development Inc in Nashville, Tennessee, is seeking a Guest Services Assistant Manager to enhance guest experiences through exceptional service. This role oversees daily operations in a fast-paced environment, ensuring compliance with service standards while managing guest check-in/check-out procedures and delivering concierge services.

Ideal candidates will have at least one year of hospitality experience and excellent communication skills. The position also offers comprehensive benefits including medical, dental, and 401(k) options.

Qualifications

• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Ability to hold others accountable.
• Vacation ownership experience preferred.

Responsibilities

• Direct front and back‑of‑house operations during scheduled shifts.
• Greet and register guests in and out of the resort.
• Maintain room inventory accuracy and efficiency.
• Deliver general concierge services to all onsite guests.

Skills

Customer service

Interpersonal skills

Communication skills

Ability to work under pressure

Education

High School diploma or equivalent

Tools

Reservation software

Job description

Summary

The Guest Services Assistant Manager is responsible for creating a positive team environment for associates and ensuring compliance with “Count On Me” service standards for all guests and owners at the resort during scheduled shifts. The role directs front and back‑of‑house operations, maintains room inventory accuracy and efficiency, greets and registers guests in and out of the resort, offers general concierge services, and provides qualified tours to the sales team, all while enhancing the overall guest experience with exceptional service. This position also leads continuous improvement efforts, communicates expectations, motivates associates to anticipate guest needs, and champions team empowerment, ensuring satisfaction, loyalty, and successful resolution.

Essential Job Functions

• Responsible for the daily operation of the Universal Agent scheduled shift, planning front and back‑of‑house operations, and providing proper guest check‑in, check‑out procedures.
• Meet marketing expectations regarding tour penetration and analyze reports as required.
• Communicate daily arrivals, departures, and room inventory needs; ensure completion of daily check‑list duties and follow‑up communications; administer schedule adjustments to satisfy guests, associates, and financial requirements.
• Maintain positive customer and associate relationships.
• Support customer service/marketing operating standards and procedures during the scheduled shift.
• Perform procedures including greeting, registering, establishing credit, issuing keys, completing check‑in/out procedures, computing bills, collecting payment, and making changes for guests as required during their stay.
• Deliver general concierge services to all onsite guests by providing multiple contact methods to address questions, concerns, and requests promptly and satisfactorily.
• Perform other duties as needed.

Minimum Requirements and Qualifications

• High School diploma or equivalent.
• Ability to hold others accountable.
• Reservation software training.
• Demonstrated ability to work under pressure, excellent interpersonal skills, and strong written and oral communication skills.
• Minimum of one year of successful customer service experience in a hospitality/hotel environment.
• Vacation ownership experience preferred.

Benefits

• Medical, Dental, Vision coverage.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Paid time off, parental leave, and holidays (subject to position and eligibility).
• Volunteer “Wish Day” paid time.
• 401(k) with employer match (subject to eligibility).
• Legal and identity theft protection plan.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.

Equal Opportunity Employment

We are an equal opportunity employer, and all applications will be considered for employment without attention to the applicant’s membership in any protected class.