Guest Services Manager - WorldMark Austin

Travel Leisure Resort Development Inc; Austin (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Travel + Leisure Co. is seeking a Guest Services Manager to lead the guest services team at a resort/hotel. The role focuses on delivering exceptional guest experience, supervising staff, and coordinating front office operations.

Responsibilities include staffing, scheduling, budgeting, audits, and ensuring compliance with quality and safety standards. Strong communication and hospitality background required, with 3–5 years in guest services or hotel management.

Qualifications

• Understanding of resort financials.
• Strong leadership skills (ability to coach, mentor and train staff).
• Excellent communication skills.
• Computer proficiency in Microsoft Excel, Word, Outlook, etc.

Responsibilities

• Oversee all aspects of the Guest Services department and ensure high guest experience.
• Hire, train, motivate, coach, and develop guest service staff.
• Maintain staffing and scheduling for maximum productivity.
• Manage internal audit, QA, loss prevention, and safety procedures.
• Prepare and monitor departmental budget with cost reductions and variances.
• Ensure proper room inventory, rates, and payments handling.

Skills

Leadership

Communication

Understanding of resort financials

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

How You’ll Shine:

The Guest Services Manager will be responsible for all aspects of the Guest Services department using strong customer relations and leadership capabilities to make quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with quality and financial standards. This role will foster and maintain positive relations with owners, guests, HOA and all operational departments as well as provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations. This role will evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction. The Guest Services Manager will be able to hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans. This role will ensure proper staffing and scheduling for maximum productivity. The Guest Service Manager will maintain strict room inventory to achieve highest possible room occupancy percentage. This role will manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received. This role will review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff. The Guest Services Manager will own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures Manage and support all financial aspects of the department including preparing the annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data. This role will maintain cost control and appearance of retail inventory.

What You’ll Bring:

• Understanding of resort financials.
• Strong leadership skills (ability to effectively coach, mentor, and train staff).
• Excellent communication skills.
• Computer proficiency in Microsoft Excel, Word, Outlook, etc.
• 2 to 3 years of management experience at a hotel/resort.
• 3 to 5 years hospitality customer service experience.

How You'll Be Rewarded:

Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You Hospitality is at the heart of all we do at Travel + Leisure Co.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.