Guest Services Manager - Polynesian Ocean Front Hotel

Guest Services Manager – Polynesian Ocean Front Hotel

The Guest Services Manager will ensure the best guest experience possible. Leading the guest services team towards success will be a priority. Managing front desk discrepancies, operation systems, and customer related situations will be part of the daily tasks. The ideal candidate will communicate efficiently with others, and enjoy team work.

Job responsibilities:

• Responsible for establishing and managing front desk operations/systems. Partners with other department heads to ensure that all guests needs and concerns are properly addressed
• Schedule and conduct training
• Perform all duties and responsibilities in a timely and efficient manner in accordance with company policies and procedures.
• Assign duties and observe performances to ensure adherence to Hotel policies. Conduct periodic feedback and performance review sessions.
• Resolve front desk discrepancies (financial, reservation, etc.). Order and track vouchers/show attractions / activities. Assist guests in making, changing, and canceling reservations and registering in/out of the resort.
• Assist in developing walk-in rates for last minute bookings.
• Coordinate activities/issues with other hotel departments in order to facilitate increased levels of efficiency and guest satisfaction – utilize and train on the systems provided.
• Ensure proper communication within the department by having a monthly staff meeting and regular scheduled trainings.
• Investigate complaints and initiate a mutually agreeable solution to promptly resolve any guest issues.
• Demonstrate positive leadership characteristics which inspire team members to exceed standards and promote
• Maintain and train the proper emergency and security procedures on a monthly basis.
• Maintain systems and controls to provide adequate supplies for efficient operation of the front desk –office, supplies, activity supplies, inventory of keys, radios etc.
• Planning, & organizing the overall operations of the front desk, bell services, and PBX.
• Welcome and acknowledge all guests according to company standards; anticipate and address guest service needs.
• Work with the Sales Manager to negotiate group rates and actively participate in the yield management program. Attends regular staff meetings and perform special projects as needed by General Manager

Requirements:

• Available to work a flexible schedule including weekends and holidays
• High School Diploma
• Previous front desk / customer service experience
• Managerial experience is preferred
• Excellent leadership, management, and team building skills
• Must have strong verbal and written communication skills
• Proficient Computer Skills
• Ability to multitask, prioritize, and manage time

Qualifying team members may enjoy the following benefits:

• Health insurance
• 401K Plan (matched)
• Vision and Dental insurance
• Disability, Life, and Accident insurance
• Paid Vacation
• Referral Program
• Bereavement leave

Myrtle Beach Seaside Resorts believes that our employees are the strength, vendors are the standard, homeowners are the prospect, and customers are the focus. We are committed to maintaining a safe and secure, working environment, which promotes communication, participation, and involvement. Empowered and proactive staff create memorable experiences for our guest that exceed expectations.