Guest Services Manager / Operations Manager

Treasure Island Beach Resort; Treasure Island (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

Treasure Island Beach Resort seeks an experienced Guest Services / Operations Manager to lead day-to-day operations and guest service excellence. The role requires proven management experience and the ability to develop SOPs, train staff, and coordinate with multiple departments to maintain high standards.

Responsibilities include overseeing front desk, concierge, and bell staff, improving guest satisfaction scores, and ensuring smooth operations across departments while maintaining brand

Qualifications

• Management experience in hotel/ resort operations.
• Ability to create SOPs and checklists for smooth operations.
• Experience overseeing front desk, concierge, and bell staff.
• Strong guest service focus and ability to exceed guest expectations.

Responsibilities

• Assist in operational and financial management of the property.
• Interview, train, coach, and schedule associates to standards.
• Oversee front desk, concierge, and bell staff for optimal service.
• Collaborate with department heads to ensure efficient operations and guest satisfaction.
• Manage guest complaints and resolve issues promptly.

Skills

Management experience

SOP creation

Front desk operations

Guest services

Hospitality operations

Communication

Education

Associate degree preferred

Bachelor’s degree in Hospitality or related

Job description

We are looking for an experienced Guest Services / Operations Manager to join our team at Treasure Island Beach Resort.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.