Guest Services Manager

capitalvacations; Ormond Beach (FL); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Career growth

Medical/dental/vision insurance

401k

Enthusiastic team environment

Travel perks

Job summary

Capital Vacations in Ormond Beach, FL seeks a Guest Services Manager to oversee front office, rooms control, and PBX, ensuring guest satisfaction and operating efficiency.

You will lead by example, supervise staff, monitor service levels, train teammates, and collaborate with departments to uphold brand standards while delivering exceptional guest experiences.

Qualifications

• High School Diploma/GED required.
• Minimum 3 years front desk experience in hotel/resort operations, preferably vacation ownership.
• Advanced AGM experience preferred.
• Excellent communication and leadership skills.

Responsibilities

• Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives.
• Is a hands-on leader and a visible front office team member who leads by example.
• Monitors departmental service levels and acts accordingly.
• Identifies areas of opportunity to improve processes and procedures to elevate the overall guest experience.
• Is responsible for staff development.
• Serves as Manager on Duty as needed.
• Works all shifts as needed.
• Ensures the satisfaction of all guests by responding to guests’ needs.

Skills

Interpersonal skills

Leadership

Communication skills

Problem resolution

Team supervision

Multitasking

Flexible scheduling

Education

High School Diploma/GED

Tools

AS400/TSW

Job description

Below are just some of the benefits you’ll receive!

• Competitive pay
• Paid time off
• Career growth
• Medical / Dental / Vision insurance
• 401k
• Enthusiastic team environment
• Travel Perks to all our Resort locations

Opportunity for career advancement in a fast‑paced, growth‑oriented Organization.

The Guest Services manager– manages the daily operations of the front office, rooms control, and PBX, while maintaining positive working relationships with all other departments.

Principal Duties and Responsibilities

• Responsibilities listed may not apply to all locations
• Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives
• Is a hands‑on leader and a visible front office team member who leads by example
• Monitors departmental service levels and acts accordingly
• Identifies areas of opportunity to improve processes and procedures to elevate the overall guest experience
• Is responsible for internal audits to ensure compliance with corporate SOPs and QA standards
• Is responsible for staff development
• Serves as Manager on Duty as needed.
• Works all shifts as need dictates
• Is responsible for other duties as set forth by the Resort Manager, including but not limited to training, scheduling, coaching, and counseling, disciplinary action, conducting meetings, completing monthly reporting, assisting in inventory management, and leading the front office staff.
• Works front desk as needed, checking in/out, answering phones and handling guest comments and concerns
• Assists in the management of the resort’s room matrix, discrepant reservations, and maintaining inventory
• Monitors front desk controls, cash drawers, change given, and key inventories, codes payables and distributes invoices
• Provides follow up of maintenance/ housekeeping requests
• Steps into any role as necessary
• Ensures the satisfaction of all guests by responding to guests needs, leading other Team Members in handling guests’ concerns
• All other duties as requested

General Statement

Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience

• High School Diploma/GED
• Minimum 3 years of Front Desk experience in hotel/resort operations, preferably in vacation ownership
• Previous AGM experience preferred
• Exceptional communication and leadership skills

Skills, Knowledge, and Abilities

• Excellent interpersonal skills when dealing with guests, Team Members, and the general public
• Good work ethic
• Knowledge of daily operations of the front desk, reservations, and problem resolution
• AS400/TSW experience preferred
• Ability to supervise, train and mentor Team Members
• Ability to analyze customer needs and assist in resolving all customer challenges and stressful situations
• Knowledge of Vacation Ownership is preferred
• Strong interpersonal and organizational skills
• Effective oral and written communication skills coupled with strong interpersonal skills
• Demonstrated ability to manage multiple functions and multitask
• Flexible schedule, ability to work evenings, weekends and holidays

Shift: Flexible schedule, ability to cover shifts at a moment’s notice

• Regular Hours, On-Call, and Weekend

Travel:

• None