Hospitality Zone Manager ensuring high standards in vacation rental properties. Building relationships with property owners and maintaining guest satisfaction in a vibrant community.
About the role
- Guest Services Manager overseeing Guest Services team at Seabrook Hospitality. Leading guest experiences and managing operations in a premier hospitality environment.
Responsibilities
- Lead and manage the Guest Services team, overseeing daily operations to ensure exceptional guest experiences and consistent service standards.
- Train, coach, and support Guest Services staff to maintain high performance, professionalism, and adherence to company standards.
- Serve as the first point of escalation for guest service issues, resolving concerns promptly and diplomatically to ensure satisfaction.
- Supervise and facilitate the concierge function, ensuring guests receive personalized recommendations, services, and local area expertise.
- Manage employee scheduling, ensuring adequate shift coverage, accurate timekeeping, timely approvals, and effective coordination with HR and payroll teams.
- Monitor and ensure the accuracy of guest reservations, billing, and check-in/check-out procedures.
- Maintain open and effective communication with other departments such as Housekeeping and Maintenance to ensure guest needs are met efficiently.
- Ensure accurate handling of cash and credit card transactions, adhering to company policies and procedures.
- Review and distribute daily reports and shift summaries to relevant departments, promoting clear communication and smooth operations.
- Maintain thorough documentation of guest interactions, issues, and resolutions to support service quality and accountability.
- Performs other duties as assigned.
Requirements
- High school diploma or equivalent; college degree or hospitality management experience preferred.
- Proven experience in a customer service role, preferably in the hospitality industry.
- Proficiency in using computer systems and reservation software.
- Flexibility to work varying shifts, including evenings, weekends, and holidays.
Benefits
- Medical, Dental and Vision Insurance for all full-time team members
- 401(k)
- Basic Life Insurance
- 100% Company Paid Voluntary Life, Critical Illness and Accident Insurance
- Paid Time Off: 10 days (80 hours) earned with up to 1 year of service.
- 15 days (120 hours) earned up on completing 1-4 years of service.
- 20 days (160 hours) earned upon completing 5-9 years of service.
- 25 days (200 hours) earned upon completing 10+ years of service.
- Employee Assistance Program
- Teladoc Virtual Services
- Tuition Reimbursement
- Discounts and Rental Credits
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