Guest Services Manager

Opal Collection; Key West (FL); In loco; USD 52.000 - 78.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Short Term Disability

Free Associate Parking

Free Meal for every shift worked

25% Discount on Resort Outlets

Hotel Discounts with OPL

Friends and Family Discount

Descrizione del lavoro

Sunset Key Cottages, part of Opal Collection, is seeking an experienced Guest Services leader to oversee operations and guest satisfaction on property. The role emphasizes managing the front desk, concierge, and bell staff while driving SOPs and process improvements.

Ideal candidates have management experience in hotel settings, common in guest services and operations, with flexibility to work holidays and weekends for guest-centric service excellence.

Competenze

• Experience in guest services, front desk, housekeeping, or related areas.
• Knowledge of hotel operations.
• Ability to work varied shifts, including holidays and weekends.

Mansioni

• Assist with the operational and financial management of the property.
• Oversee front desk, concierge, and bell staff to ensure service quality.
• Create SOPs and checklists to streamline operations.
• Address guest concerns and resolve issues promptly.
• Lead and develop staff to meet brand standards and guest satisfaction.
• Monitor front office systems and equipment.
• Collaborate with department heads to ensure smooth guest experiences.

Conoscenze

Guest services management

Staff coaching & training

Front desk operations

Customer service excellence

Formazione

Associate or Bachelor’s degree

2-year degree in Hotel & Restaurant Management or related field

Descrizione del lavoro

We are looking for an experienced Guest Services to join our team at Sunset Key Cottages. This is a great opportunity to be part of an organization that believes our team members are our most important resource and therefore takes great pride in individuals that help us achieve our resorts mission.

The incumbent is required to have previous Managementexperience in to be considered for this position.

Responsibilities

Assisting the Operational and Financial Management of the Property

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with our core values.
• Ability to create new SOP's and checklists to ensure operations are running as a whole
• Oversee front desk, concierge, and bell staff to ensure an optimal level of service and hospitality are provided to hotel guests.
• Work closely with all department head to ensure operations and the guest experience issmooth and efficient
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Handle guest complaints and resolve issues in a timely manner
• Perform other duties as requested by management, and needed for the department

Managing the Guest Experience

• Extends professionalism and courtesy to guests at all times.
• Motivates and encourages staff to solve guest related concerns.
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Qualifications:

• Associate or Bachelor’s degree preferred or
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.
• Intermediate knowledge of overall hotel operations.
• Work schedule varies and may include working on holidays, weekends and alternate shifts.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Short Term Disability
• Free Associate Parking
• Free Meal for every shift worked
• 25% Discount on Resort Outlets
• Hotel Discounts with OPL
• Friends and Family Discount

This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.

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.