Guest Service Manager - Cabins, Inn & RV Park

Company Overview

Casa de Fruta is a well-known, multifaceted destination in the heart of California, known for offering a variety of services and experiences, from dining and shopping to lodging and recreation. With a rich history dating back to 1908, Casa de Fruta delights visitors with its famous fruit stand, wine tasting and deli, sweet shop, burrito bar, and rustic restaurant. We also offer comfortable lodging at our RV park, inn, and cabins, as well as fueling services at our Chevron station. Our commitment to exceptional customer service and high-quality experiences is central to everything we do. We are looking for a motivated and experienced Guest Service Manager to manage the oversight of our Cabins, Inn & RV Park .

Position Summary

The Guest Service Manager is responsible for the oversight of the daily operations of Casa de Fruta's Cabins, Inn & RV Park operations. This role supports the delivery of exceptional guest experiences while helping ensure efficient operations, property maintenance, team development, financial performance, and regulatory compliance.

The Guest Service Manager serves as a key operational leader and works collaboratively with the Assistant Manager, department team members, and executive leadership to maintain high service standards and support the overall success of the business. This position requires strong communication, problem-solving, leadership, and organizational skills, along with the flexibility to provide operational coverage as needed.

Key Responsibilities

1. Operational Management

• Coordinate and oversee day-to-day operations of the Cabins, Inn & RV Park.

• Manage all accommodations, including Cabins, Inn rooms and RV sites ensuring cleanliness, upkeep, and operational readiness.

• Coordinate with staff to manage reservations, guest requests, and occupancy needs during both peak and non-peak periods.

• Monitor the condition of amenities, including pools, common areas, playgrounds, laundry facilities, and RV hookups to ensure a safe and welcoming environment.

• Assist in identifying, tracking, and resolving operational issues related to utilities, infrastructure, and guest accommodations.

• Maintain consistent operational standards and ensure seamless guest experiences across all lodging areas.

2. Guest Experience and Guest Relations

• Promote exceptional guest service and guest satisfaction through responsive communication and timely issue resolution.

• Oversee guest communications, reservations, check-in and check-out procedures, and guest inquiries.

• Respond to guest concerns professionally and efficiently while seeking positive outcomes for both guests and the company.

• Foster a welcoming atmosphere that encourages repeat visits and positive reviews.

• Support and coordinate guest activities, special events, and programs that enhance the visitor experience.

3. Financial and Business Support

• Assist in the development and monitoring of annual budgets, revenue goals, and expense controls.

• Review operational reports related to occupancy, labor, revenue, and expenses and identify opportunities for improvement.

• Create pricing strategies, promotions, and occupancy initiatives in coordination with executive leadership.

• Monitor operating costs and recommend efficiencies while maintaining service quality and guest satisfaction.

• Manage inventory management, purchasing, and vendor coordination as needed.

4. Property Maintenance and Safety

• Partner with maintenance personnel and contractors to ensure the property remains safe, clean, and well-maintained.

• Assist in coordinating routine maintenance, repairs, landscaping, and infrastructure improvements.

• Conduct regular property inspections to identify maintenance needs and safety concerns.

• Support compliance with fire safety requirements, health standards, and company safety programs.

• Address guest-caused damages and enforce applicable policies regarding damages and recovery procedures.

• Promote a culture of safety for both guests and team members.

5. Team Leadership and Development

• Partner with the Assistant Manager and department supervisors to recruit, train, coach, schedule, and support team members.

• Help create a positive, productive, and guest-focused work environment.

• Conduct regular communication meetings with staff to ensure alignment with operational goals and service expectations.

• Provide ongoing coaching and performance feedback to team members.

• Assist with performance evaluations, employee development planning, and corrective action processes as needed.

• Ensure compliance with company policies and applicable employment laws.

6. Sales and Marketing Support

• Support marketing initiatives designed to increase occupancy, guest engagement, and revenue.

• Coordinate with internal marketing resources regarding seasonal promotions, special events, group bookings, and long-term stay opportunities.

• Monitor guest feedback, online reviews, and social media comments and assist in responding appropriately.

• Help identify opportunities to strengthen guest loyalty and improve market visibility.

7. Regulatory Compliance

• Manage compliance with all applicable federal, state, and local regulations governing lodging, campground operations, safety, and environmental requirements.

• Support preparation for inspections, licensing renewals, and compliance audits.

• Maintain awareness of changes in regulations affecting RV parks, lodging facilities, water systems, waste disposal, and guest safety requirements.

• Ensure company policies and operational procedures are consistently followed.

8. Community Relations and Guest Activities

• Support relationships with local businesses, tourism organizations, and community partners.

• Assist in planning and coordinating guest events, seasonal activities, and community engagement opportunities.

• Promote a positive image of Casa de Fruta within the local community and hospitality industry.

• Help create memorable guest experiences that encourage repeat visits and positive referrals.

9. Leadership Responsibilities

• Work collaboratively with the Assistant Manager to ensure seamless daily operations.

• Maintain open communication regarding staffing, guest concerns, operational priorities, maintenance projects, and business initiatives.

• Share responsibility for leadership coverage during evenings, weekends, holidays, vacations, and other absences.

• Partner on operational improvements, strategic initiatives, and guest service enhancements.

• Demonstrate flexibility and teamwork to ensure consistent leadership presence and decision-making across the operation.

• Support executive leadership by providing operational insight, recommendations, and timely communication regarding business needs.

Qualifications:

Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

Experience:

o Proven experience in managing RV parks, campgrounds, hotels, or similar hospitality settings.

o Experience managing staff, finances, and property maintenance in a hospitality environment.

o Familiarity with property management systems (PMS) and reservation systems for campgrounds and lodging.

Skills:

o Strong leadership and problem-solving skills.

o Excellent customer service and communication abilities.

o Experience with budgeting, forecasting, and revenue management.

o Knowledge of safety protocols and legal regulations related to RV parks and lodging operations.

o Ability to manage multiple priorities in a fast-paced environment.

Working Conditions:

• Hours: Full-time, with flexibility required to meet business needs, especially during peak seasons, holidays, and weekends.

• Physical Requirements: Ability to walk or stand for extended periods and oversee inspections of the property, including outdoor facilities and RV sites.

Benefits:

• Opportunity to work in a dynamic, family-friendly environment that values tradition and innovation.

• Employee discounts at Casa de Fruta.

• Health, dental, and vision benefits.

• Paid time off.

You may remember Casa de Fruta as the little cherry stand on Pacheco Pass, or as we are today, a California landmark and traditional stop on many families journeys. At our roadside Orchard Resort in the beautiful Pacheco Valley, we welcome visitors from around the world to stay and discover all that Casa de Fruta has to offer.