Guest Services Manager

Davita Inc.; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a leading hotel at Universal Orlando, known for its vibrant culture and commitment to excellence. As a Guest Services Manager, you will coordinate welcoming experiences for guests, oversee staff training, and ensure a high level of guest satisfaction in a rapidly-paced environment. Ideal candidates will embody excellent teamwork skills and uphold the hotel's luxurious standards.

Benefits

Free meal per shift

Free theme park access

Training and development opportunities

Qualifications

• Minimum of high school diploma required.
• Experience in hospitality and guest services is preferred.
• Strong communication and teamwork abilities essential.

Responsibilities

• Coordinates guest arrivals and manages room readiness processes.
• Oversees guest services personnel training and schedules.
• Resolves guest complaints and ensures satisfaction.

Skills

Teamwork

Communication

Problem-Solving

Education

High School Diploma or equivalent

Experience in hospitality industry

Job description

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Loews Sapphire Falls Resort

Join the team at our Caribbean-inspired paradise that creates an island escape in a tropical oasis.

Job Specific

• Coordinates the exceptionally professional and seamless welcome, registration, luggage handling, and escort to room for guests
• Coordinates pre-blocking of rooms for guests arriving with special requests
• Manages the hotel's "Ready Room" program to ensure either the immediate availability or rapid provision of clean and ready rooms for arriving guests
• Manages the pre-registration, remote arrival and rooming of all group guests
• Coordinates the assembly of package collaterals and ticket media for package guests
• Oversees pre-registration, amenities delivery, and airport pick-up and transfer to hotel for VIP guests
• Ensures communication of VIP arrival to Manager on Duty who welcomes VIP's and provides escort to room
• Responsible for maximizing hotel occupancy from walk-in guests in accordance with hotel yield management policies
• Responsible for the resolution of room status discrepancies with the housekeeping department
• Ensures the prompt satisfaction of guest requests and the exceptionally professional and courteous resolution of guest complaints
• Monitors hotel credit limit reports, taking action on any accounts which require immediate settlement
• Monitors the daily pace of guest arrivals and departures
• Checks the status of all Out-of-Order rooms on a daily basis
• Ensures adherence to department and Loews Hotels guidelines, policies, and procedures
• Ensures full compliance by department with hotel security procedures
• Act as a liaison between group contacts and Conference Management department to provide group transportation arrangements
• Participates in pre-convention meetings
• Assists with preparation of annual department budget
• Manages department costs and updates budget if operational forecasts change significantly
• Evaluates changes in guest needs, the hotel's guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Interviews, hires, and provides training for Guest Services personnel
• Coordinates the distribution of hotel information to Guest Services employees and the maintenance of all Guest Services logs
• Evaluate individual employee training needs and requirements for advancement
• Prepares weekly schedules
• Conducts daily department pre-shift meetings and monthly department meetings
• Responsible for the accurate recording and submittal of payroll information
• Prepares reports as required - example: monthly rebate analyses, etc.
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards