Guest Services Leader — Front Desk & Brand Experience

Holiday Inn Club Vacations; West Windsor (VT); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Employee Assistance Program (EAP)

Paid Time Off (PTO)

Discounts through IHG + exclusive Perk

Tuition Reimbursement & Continuing Ed

Outstanding Company Culture

Job summary

Holiday Inn Club Vacations seeks a Manager of Guest Services to lead front-of-house operations, including front office, security, transportation and resort services, while partnering with the General Manager to deliver an exceptional guest experience.

You will drive guest satisfaction, respond to issues, coach staff, and balance brand values with budget goals in a dynamic resort environment on site at Mount Ascutney.

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred.
• Minimum 3 years in customer-facing service or hospitality.
• At least 2 years of experience leading front-line staff.
• Must be at least 18 years old with a valid driver’s license and one year of driving experience.
• Proficiency with Microsoft Office (beginner level or higher).
• Strong problem-solving abilities in a fast-paced environment.
• Excellent verbal, written, and presentation communication skills.

Responsibilities

• Lead with a Brandhearted approach - put the brand at the center of all decisions.
• Use guest feedback to improve service and strengthen relationships.
• Ensure special needs/requests of all guests are fulfilled.
• Promptly respond to and resolve guest issues.
• Promote a culture that aligns with our brand values and inspires team performance.
• Model brand behaviors in all interactions and decisions.
• Balance budget goals with a focus on team and guest satisfaction.
• Oversee guest service standards across all front-of-house departments.
• Coach and develop staff with personalized development plans (PDPs).
• Lead staffing evaluations and performance improvement initiatives.
• Manage engagement plans, talent reviews, and succession strategies.
• Ensure a safe and secure environment for guests and staff in compliance with all policies and regulations.

Skills

Customer service

Hospitality

Leadership

Verbal communication

Written communication

Presentation skills

Microsoft Office

Education

High School Diploma or GED

Bachelor’s degree

Tools

Microsoft Office

Job description

Holiday Inn Club Vacations seeks a Manager of Guest Services to lead front-of-house operations, including front office, security, transportation and resort services, while partnering with the General Manager to deliver an exceptional guest experience.

You will drive guest satisfaction, respond to issues, coach staff, and balance brand values with budget goals in a dynamic resort environment on site at Mount Ascutney.