Guest Services Manager

Opal Grand Resort; Delray Beach (FL); On-site; USD 45,000 - 63,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Complimentary associate parking

Complimentary shift meal

25% Discount in Resort outlets

Team Member discount at Resorts within

the Collection

Friends and Family Discount

Job summary

Opal Grand Oceanfront Resort & Spa, a luxury resort in Delray Beach, FL, seeks a Guest Services Manager to lead the Front Office team, oversee the Front Desk, PBX, and concierge/valet operations, and ensure outstanding guest experiences.

The role emphasizes strong attention to detail, staff development, and seamless communication with other departments, with flexibility to work nights and weekends as part of the MOD program.

Qualifications

• High School Diploma/GED required; additional education preferred.
• Previous supervisory experience in front office luxury resort REQUIRED.
• Must be able to work weekends, evenings and holidays.
• Exceptional interpersonal skills.
• Written and verbal communication skills.
• Good time management and organizational skills.
• Conflict resolution experience.
• Patience and good listening skills.

Responsibilities

• Welcomes and completes check-in/check-out procedures for arriving guests to ensure satisfaction.
• Answers inquiries and accepts reservations, communicating rates and information with suggestive selling.
• Communicates clearly to staff in writing and orally.
• Maintains excellent customer relations by staying informed of functions and local events.
• Controls cash transactions at the Front Desk per hotel policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Respond to guests' requests, problems or complaints with courteous, efficient service.
• Develop employee morale and ensure Front Office training.
• Maximize room revenue and occupancy by reviewing status daily and monitoring house count.
• Participate in the MOD program as scheduled.
• Promote open communication with managers and other departments.
• Operate Front Office systems, reports, and simple programming.
• Ensure timely logging and delivery of messages and mail.
• Operate radios professionally with proper etiquette.
• Keep staff attentive, friendly, and focused on guest satisfaction.
• Focus on Guest Services department's role in guest satisfaction scores.
• Monitor VIPs and special guests and follow SOPs.
• Review Front Office log and Service Recovery logs daily.
• Be familiar with corporate/sales programs and promotions, and VIP arrivals.
• Perform other duties as assigned by management.

Skills

Supervisory experience

Front Office

Guest relations

Interpersonal skills

Communication skills

Education

High School Diploma/GED

Tools

Front Desk Software

Radio Communication Systems

Job description

Job Description:

Opal Grand Oceanfront Resort & Spa is a Luxury Resort located in the heart of Delray Beach overlooking the sunny waters of the Atlantic. We are looking to add an enthusiastic, upbeat, results driven individual to our Guest Services team. This is a great opportunity to be a part of an organization that believes our team members impact the overall guest satisfaction.

The Guest Services Manager will assist in leading the Front Office team; he or she will be required to oversee Front Desk operations, PBX and will work with the concierge, Bellman & Valet Team.

This position reports directly to the Director of Front OfficeOperations and requires strong attention to detail and the ability to effectively handle guests, other departments and team members.

Job Responsibilities:

• Welcomes and completes established check-in/check-out procedures for arriving guests on a daily basis in order to ensure guests are satisfied and in rooms as requested/reserved.
• Answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Communicates effectively both orally and in writing to provide clear direction to staff.
• Maintains excellent customer relations by staying well-informed of all in-house and area functions in order to answer questions and concerns timely and with knowledgeable responses in person and on the telephone.
• Controls cash transactions at the Front Desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Develop employee morale and ensure training of Front Office personnel.
• Maximize room revenue and occupancy by reviewing status daily. Monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, etc.
• Participate in required MOD program as scheduled and complete checklist during most nights and weekends.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Focus the Guest Services Department on their role in contributing to the guest satisfaction Scores.
• Monitor all V.I.P.'s, special guests and requests and follow SOP’s.
• Review Front Office log book and Service Recovery log on a daily basis.
• Be familiar with all corporate/sales sponsored programs, special promotions and offers, and arriving V.I.P.‘s, on a daily basis.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications:

• High School Diploma/GED required; additional education preferred
• Previous experience in supervisory role in front office luxury resort REQUIRED
• Must be able to work weekends, evenings and holidays
• Exceptional interpersonal skills
• Written and verbal communication skills
• Good time management and organizational skills
• Conflict resolution experience
• Patience and good listening skills

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Complimentary associate parking
• Complimentary shift meal
• 25% Discount in Resort outlets
• Team Member discount at Resorts within the Collection
• Friends and Family Discount

The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.