Guest Services Manager - WorldMark Portland

Travel-Leisure-Co; Portland (OR); Presencial; USD 60.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

401k with employer match

Paid time off

Wellness program

Employee Assistance Program

Descripción de la vacante

Travel + Leisure Co. is seeking a Guest Services Manager to lead the front desk operations, ensuring exceptional guest experiences and strong leadership across departments.

You will oversee reservations, room inventory, and rate accuracy, while maintaining compliance with quality and financial standards. The role includes budgeting, staff development, and continuous process improvement to maximize occupancy and guest satisfaction.

Formación

• College degree preferred or equivalent training/experience.
• Valid driver’s license and CPR certification, or to be obtained within 6 months of hire.
• Understanding of hospitality operations and guest service excellence.
• Experience leading front desk or guest services teams in a resort or hotel setting.

Responsabilidades

• Oversee daily front desk operations, ensuring high guest satisfaction and compliance with standards.
• Build positive relationships with owners, guests, HOA, and other departments; drive service quality.
• Coordinate reservations, manage room inventory, ensure accurate rates and payments.
• Support internal audit processes and safety standards; monitor budget and cost controls.
• Hire, train, coach, and develop staff; optimize staffing and payroll efficiency.

Conocimientos

Leadership

Customer service

Communication

Training & development

Problem solving

Confidentiality

Detail oriented

Resort financials

Software skills

Property management systems

Educación

College degree preferred or equivalent training/experience

Herramientas

Property management systems

MS Office / computer software

Descripción del empleo

We Put the World on VacationTravel + 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 ManagerManage 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 FunctionsResponsibilities 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 customerand 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 QualityAssurance, 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 ofexpense 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 Qualificationsa) Education• College degree preferred or equivalent training/experienceb) Training requirements• Valid driver’s license• CPR certification, or to be obtained within 6 month of hirec) Knowledge and skills• Understanding of resort financials• Demonstrated ability to work under pressure• Strong leadership skills with ability to coach, mentor, trainand develop staff• Excellent verbal and written communication skills• Ability to accurately follow instructions, both verbally and written• Ability to maintain confidential information• Detail orientedd) Technical Skills• Working knowledge of various computer software programs• Working knowledge of property management systemse) Job experience• Two to three years of management experience 3+ at Resort II III• Three to five years hospitality customer service experienceHow 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.MedicalDentalVisionFlexible spending accountsLife and accident coverageDisabilityDepending 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 choice401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)Legal and identify theft planVoluntary income protection benefitsWellness program (subject to provider availability)Employee Assistance ProgramWhere Memories Start with YouHospitality 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.