Guest Services Manager - WorldMark Portland

Travel + Leisure Co.; Portland (OR); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible spending accounts

Life and accident coverage

Disability

401k with employer match

Wellness program

Volunteer time off

Job summary

Travel + Leisure Co. is seeking a Guest Services Manager to oversee the front desk operations, lead guest relations, and ensure high-quality service while maintaining compliance with standards.

You will supervise daily tasks, manage staff schedules, assist with reservations, and participate in budget and audit processes to drive guest satisfaction and profitability. The role requires strong leadership and a customer-focused mindset.

Qualifications

• College degree preferred or equivalent training/experience.
• Strong leadership and guest service orientation.
• Ability to coach, mentor and develop staff while managing priorities.

Responsibilities

• Oversee daily operation of Guest Service Department and maintain positive relations with owners, guests, HOA and other departments.
• Hire, train, motivate, recognize and coach staff; optimize staffing and payroll for productivity and profitability.
• Coordinate reservations, manage room inventory and ensure correct rates and payment methods.
• Support Internal Audit and ensure compliance with Quality Assurance and safety standards.
• Prepare annual departmental budget and analyze expenses to identify cost reductions.
• Perform other duties as needed.

Skills

Leadership

Customer service

Communication

Staff training

Budget awareness

Education

College degree or equivalent

Tools

Property management systems

Office software

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.

Guest Services Manager

Manage all aspects of the front desk operations 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.

Essential Job Functions

Responsibilities include, but are not limited to:

1. Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations; Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction (30% time)
2. Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings (20% time)
3. Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; 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; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff (20% time)
4. Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures (15% time)
5. Manage and support all financial aspects of the department: Prepare annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data; Maintains cost control and appearance of retail inventory; other duties as assigned (10% time)
6. Performs other duties as needed. (5% time)

Minimum Requirements and Qualifications

Education

• College degree preferred or equivalent training/experience

Training requirements

• Valid driver’s license
• CPR certification, or to be obtained within 6 month of hire

Knowledge and skills

• Understanding of resort financials
• Demonstrated ability to work under pressure
• Strong leadership skills with ability to coach, mentor, train and develop staff
• Excellent verbal and written communication skills
• Ability to accurately follow instructions, both verbally and written
• Ability to maintain confidential information
• Detail oriented

Technical Skills

• Working knowledge of various computer software programs
• Working knowledge of property management systems

Job experience

• Two to three years of management experience 3+ at Resort II III
• Three to five years hospitality customer service experience

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. 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. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

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.