Guest Services Manager

Olde Naples Hotel; Naples (FL); Presencial; USD 50.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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 OPAL

Friends and Family Discount

Descripción de la vacante

Olde Naples Hotel is seeking an experienced Guest Services / Operations Manager in Naples, FL. The role requires prior management experience, open availability Monday through Sunday, and a 1:00 PM - 11:00 PM shift, five days per week.

Compensation starts at $50,000–$55,000 annually and is based on experience. You will lead front desk, concierge, and bell staff, coordinate SOPs, and drive guest satisfaction while ensuring brand standards across departments.

Formación

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

Responsabilidades

• Interview, select, train, schedule, coach and support associates, ensuring brand standards and core values are met.
• Create SOPs and checklists to ensure smooth operations.
• Oversee front desk, concierge, and bell staff to maintain service quality.
• Coordinate with department heads to ensure guest experience is efficient.
• Monitor guest satisfaction scores and strive to improve them.
• Maintain front office systems and equipment for optimum performance.
• Develop actionable plans to address guest service deficiencies.
• Handle guest complaints promptly and effectively.
• Perform other duties as assigned by management.

Conocimientos

Management experience

Customer service

Staff training

Scheduling

SOP creation

Front desk operations

Educación

2-year degree in Hotel/Restaurant Management

Bachelor’s degree preferred

Descripción del empleo

We are looking for an experienced Guest Services / Operations Manager to join our team at Olde Naples. 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 Management experience in to be considered for this position. You must have open availability Monday - Sunday and willing to work 1:00 PM - 11:00 PM, 5 days/week. Compensation is based on experience but starting pay is $50,000 - $55,000 annually.

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 OPAL
• 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 verification, 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.