Guest Services Manager

Evermore Orlando Resort; Orlando (FL); On-site; USD 35,000 - 70,000; Full time

Job summary

Evermore Orlando Resort is seeking a Guest Services Manager to ensure exceptional guest experiences within our luxurious environment. The role involves managing the guest services team and enhancing guest satisfaction. Ideal candidates have a Bachelor's degree and extensive experience in high-end hospitality. Join a dynamic team dedicated to redefining Orlando vacations!

Benefits

Competitive pay

Free life insurance

Affordable health benefits

401K with employer match

Paid time off policy

Parental and grandparent leave

Family and pet bereavement leave

Qualifications

• 3+ years of guest service management experience in high-end hospitality.
• Detail-oriented and capable of handling multiple tasks simultaneously.
• Able to lead a diverse team and inspire excellent guest service.

Responsibilities

• Manage all functions of the guest services team ensuring seamless guest experiences.
• Monitor and maintain quality of guest services, implementing improvements.
• Create training materials and conduct regular performance evaluations of team members.

Skills

Excellent communication

Leadership

Organizational abilities

Problem-solving

Education

Bachelor's degree in Hospitality Management

Tools

Resort property management systems

Reservation systems

PBX operations

Job description

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Shape the Next Generation of Vacations!

Welcome to Evermore Orlando Resort—the resort that’s redefining the Orlando vacation experience. Just steps away from Walt Disney World, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Shape the Next Generation of Vacations!

Welcome to Evermore Orlando Resort—the resort that’s redefining the Orlando vacation experience. Just steps away from Walt Disney World, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Evermore is Orlando’s ultimate game changer. In a city known for its theme parks and endless lines, Evermore is the paradise guests crave on their days between park visits. Imagine endless relaxation around Orlando’s first and only beach paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres of white sand. From beachside bars to a vibrant food hall and rooftop dining with views of the fireworks, we’ve crafted unforgettable experiences. Guests can challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water sports including kayaks and paddleboards, a family water slide, rope swing, and activities that fill their days including pickleball, bocce ball, and volleyball.

If you’re excited to help guests reimagine the Orlando vacation, join us! Become part of an energetic team bringing Evermore Orlando Resort to life!

Key Responsibilities

• Ensure guests have a memorable and enjoyable stay, while also contributing to the overall success and profitability of the resort.
• Manage all functions of guest services team, including guest services agents, rooms control staff, night audit, and PBX operators to ensure a seamless and personalized guest experience throughout their stay.
• Be a visible leader in the operation, taking time to review operations and interact with guests and Team Members
• Create training materials for all guest services department positions including guest services, concierge, overnight and gate agents
• Create SOPs for the guest serv9ices department and keep them current through resort opening
• Set performance goals and conduct regular performance evaluations to foster a motivated and efficient team.
• Monitor and maintain the quality of guest services, identifying areas for improvement and implementing corrective measures.
• Provide guidance, training, support, and recognition to team members, ensuring they deliver exceptional service to guests
• Handle guest inquiries, complaints, and special requests in a prompt and professional manner.
• Implement strategies to enhance guest satisfaction and loyalty, ensuring that guests' needs are met or exceeded.
• Monitor room availability and ensure proper allocation of rooms based on guest preferences and booking requirements.
• Collaborate with housekeeping to ensure rooms are well-maintained and ready for guest arrivals.
• Manage staffing and training in conjunction with human resources, including hiring, training, and pre-opening activities
• Ensure guest service standards are upheld and monitor metrics, trends and feedback
• Supervise the PBX department and implement best practices for telephone etiquette and handling guest calls with a focus on courtesy and efficiency.
• Develop and maintain collaborative relationships with peers and other department leaders
• Assist in developing and managing the department's budget, ensuring efficient allocation of resources, including labor and expenses
• Ensure operations run efficiently daily while managing long term project planning
• Stay up-to-date on guest services in the resort industry for benchmarking and new ideas
• Ensure safety and security protocols are properly trained, routinely inspected and adhered to daily
• Perform other duties as assigned
  
  
  

Education, Skills And Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• 3+ years of guest service management within the high-end hospitality industry.
• Excellent communication, leadership, and interpersonal skills, with the ability to motivate and inspire a diverse team and interact with a wide range of people
• Excellent organizational and problem-solving abilities.
• Sound knowledge of resort property management systems, reservation systems, PBX operations, and front desk procedures.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Detail-oriented, organized, and capable of handling multiple tasks simultaneously.
• Able to read and understand financials and budgets
• Proficient in standard computer programs including word and excel
• Self-starter that can work independently with minimal supervision
• Ability to multi-task in a fast-paced environment
• Inspired to lead Evermore brand and team member values at all times
• Capable of working scheduled hours, including weekdays, weekends, nights and holidays
• Capable of performing role in a busy work environment
• Proficient in reading safety procedures and operating guidelines / instructions in English
  
  
  

Physical Requirements

• Able to safely lift, pull and push up to 50 pounds.
• Ability to see, hear, smell, and use manual dexterity for all equipment.
• Able to stand, stoop, kneel, bend, and reach extended periods of time.
• Able to be on your feet and walk long distances during 8-10 hours shifts.
• Subject to environmental conditions, work activities can occur inside and outside
  
  
  

Our Work Culture & Environment: We promote a work environment where Team Members thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey. We create a work culture that is inclusive, team-focused, committed to Evermore’s core values—Easy on Purpose, Unexpected Delight, and Service Savvy—and fosters a culture built on TOGETHERNESS.

At Evermore, your role isn’t just a job—it’s a chance to be part of something groundbreaking, a revolution in travel, and we need passionate individuals to help us bring this vision to life! We’re building a whole new class of hospitality in Orlando, so we’re looking for Team Members who thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey. As an Evermore Team Member, you’ll be part of an inclusive, collaborative workplace where we are dedicated to setting a new standard for professionalism and fostering a culture of TOGETHERNESS. We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.

Are you ready to join the team that’s redefining how to vacation? Join us today! We can’t wait to meet you!

EOE/M/F/D/V

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitality

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