Guest Services Manager - WorldMark Seaside Resort

Guest Services Manager \- WorldMark Seaside Resort
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 indentifying 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
Job: Guest Services
Primary Location: United States of America\-Oregon\-Seaside
Employee Status: Regular
Schedule: Full\-time
Organization: WVO \- Resort Management
Job Posting: Apr 12, 2018, 4:08:31 PM
Requisition ID: 1800580
Equal Opportunity
Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.

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