Manager of Guest Services & Recreation

Job Description

Job Description

The Manager of Guest Services & Recreation is responsible for bringing the Holiday Inn Club Vacations brand promise to life by leading exceptional guest experiences across Guest Services and Recreation operations. Serving as a key partner to resort leadership, this role oversees daily operations across guest-facing departments, including Front Desk, Resort Services and Recreation.

This leader serves as a guest advocate and operational partner, ensuring the seamless delivery of service, recreation, and engagement experiences that strengthen family connections and create memorable vacations. Success in this role is measured through guest satisfaction scores, team member engagement, operational performance, and achievement of departmental goals.

COMPANY BENEFITS

• Growth Opportunities
• 401K
• Comprehensive Benefits – Health, Dental and Vision Plans.
• Employee Assistance Program
• Paid Time Off
• Discounts through IHG including additional discounted employee benefits through our company Perks website
• Tuition Reimbursement & Continuing Education Courses

ROLE RESPONSIBILITIES

• Lead, coach, develop, and inspire guest-facing teams while fostering a culture of accountability, engagement, learning, and continuous improvement.
• Oversee daily operations across Guest Services and Recreation functions, ensuring consistent execution of brand standards and exceptional service delivery.
• Recruit, train, schedule, evaluate, and develop team members, including performance coaching, talent reviews, succession planning, and individual development plans.
• Act as a guest advocate by proactively addressing service concerns, resolving complex issues, fulfilling special requests, and driving guest satisfaction through personalized experiences.
• Utilize guest feedback, survey results, and operational metrics to identify opportunities for improvement and enhance the overall guest experience.
• Support the execution of recreation and entertainment programming, including resort activities, family engagement offerings, amenity operations, and special events.
• Ensure safe, secure, and compliant operations across all assigned departments while maintaining adherence to company policies, regulatory requirements, and operational standards.
• Partner with resort leadership to manage staffing levels, labor resources, budgets, and departmental performance objectives.
• Build collaborative relationships across departments and with third-party vendors to ensure operational excellence and consistent guest experiences.
• Model Holiday Inn Club Vacations' Brandhearted culture by placing guests, team members, and the brand at the center of all business decisions.

QUALIFICATIONS

• Proven leadership experience in hospitality, resort operations, guest services, recreation, entertainment, or other guest-facing environments.
• Demonstrated ability to lead teams, resolve complex guest concerns, and deliver results in a fast-paced operational setting.
• Strong communication, coaching, interpersonal, and problem-solving skills.
• Experience managing multiple operational functions while balancing guest satisfaction, team engagement, and financial performance.
• Proficiency with Microsoft Office applications.
• Valid driver's license with an acceptable driving record.
• CPR/First Aid certification preferred.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required; bachelor's degree preferred.
• Minimum of two years of leadership, supervisory, or management experience in hospitality, recreation, guest services, resort operations, or a related field.
• Experience leading guest-facing teams and driving service excellence in a high-volume environment preferred.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises up to 10 employees