Guest Services Manager - WorldMark Portland

Travel + Leisure Co.; United States; On-site; USD 50,000 - 72,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible spending accounts

Life and accident coverage

Disability insurance

Paid time off and holidays

Wish day paid time to volunteer

401k with employer match

Legal and identify theft plan

Voluntary income protection benefits

Wellness program

Employee Assistance Program

Job summary

Travel + Leisure Co. is seeking a Guest Services Manager to lead the front desk operations and deliver exceptional guest experiences.

You will utilize strong customer relations and leadership skills to make quick, effective decisions while ensuring compliance with quality and financial standards. You will oversee scheduling, training, and staff development, coordinate reservations and room inventories, and drive initiatives to improve guest satisfaction across departments.

Qualifications

• College degree preferred or equivalent training/experience.
• Strong leadership and coaching skills with staff development.
• Excellent verbal and written communication abilities.
• Understanding of resort financials and budgeting.
• Ability to work under pressure with attention to detail.

Responsibilities

• Oversee daily operation of the Guest Service Department; foster relations with owners, guests, HOA and departments.
• Provide superior guest service and resolve issues via written, phone, and face-to-face communication.
• Hire, train, motivate, coach and develop guest service staff; manage staffing and payroll costs.
• Coordinate reservations, room inventory, rate accuracy and payments; ensure front office requirements are met.
• Own Internal Audit process; ensure quality assurance, loss prevention and safety standards.
• Prepare annual departmental budget and analyze expenses for cost reductions.

Skills

Leadership

Guest service

Communication

Problem solving

Under pressure

Staff coaching

Budget awareness

Detail oriented

Education

College degree preferred

Tools

Property management systems

General software knowledge

Job description

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

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

a) Education

• College degree preferred or equivalent training/experience

b) Training requirements

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

c) 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

d) Technical Skills

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

e) 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

Travel + Leisure Co. benefits include:

• 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

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

Certain benefits may be available to associates working fewer hours where required by applicable law.

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.

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.