Guest Services Manager

Opal Grand Oceanfront Resort & Spa; Delray Beach (FL); On-site; USD 55,000 - 75,000; 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

Friends and Family Discount

Job summary

Opal Grand Oceanfront Resort & Spa in Delray Beach, FL, invites a results-driven Guest Services Manager to lead the Front Office team and oversee Front Desk, PBX, concierge, bellman and valet operations.

This role reports to the Front Office Manager and requires strong attention to detail and superb guest interaction across departments. Weekend/evening work is required in a luxury, service-focused environment.

Qualifications

• High School Diploma or GED required.
• Previous supervisory experience in front office luxury resort.
• Ability to work weekends, evenings and holidays.
• Excellent interpersonal and communication skills.
• Good time management and organizational skills.
• Conflict resolution experience.
• Patience and active listening.

Responsibilities

• Welcomes and completes check-in/check-out procedures for guests daily to ensure satisfaction.
• Answers inquiries and accepts reservations, communicates hotel rates, and uses suggestive selling techniques.
• Communicates clearly to staff; provides direction.
• Maintains guest relations with in-house and area information.
• Controls Front Desk cash transactions and personal bank per policy.
• Maintains a friendly, courteous demeanor at all times.
• Responds to guest requests, problems, complaints, and accidents with follow-up for satisfaction.
• Develops employee morale and trains Front Office personnel.
• Maximizes room revenue by monitoring status and house count.
• Participates in MOD program as scheduled, including nights and weekends.
• Promotes open communication with managers and other departments.
• Operates Front Office computer system; generates reports and performs basic programming.

Skills

Supervisory experience

Interpersonal skills

Written and verbal communication

Time management

Organizational skills

Conflict resolution

Patience and listening

Customer service

Education

High School Diploma/GED

Front office supervisory experience

Job description

Job Description

Opal Grand Oceanfront Resort & Spa is a 5-Diamond 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 and 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 Front Office Manager and requires a 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 and 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 good 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 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 SOPs.
• 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.