Guest Services Manager

Job Description

Job Description

Assist the Director of Front Office to lead and supervise the daily operations and Team Members of the Valet and Transportation Departments, while providing outstanding service and hospitality. The main areas of responsibility include Transportation (Resort Shuttles) & Valet. Recommends and implements services and procedural changes.  Assists in monitoring and controlling expenses within the approved budget.

Essential Functions:

• Assist in daily supervision of all Transportation & Valet – interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications, and recommend discipline and termination as appropriate.
  • Ensure Proper uniform inventory is maintained
  • Attends weekly group resume meeting to ensure all needs are met
• Provides operational support to Clubhouse and Cabin Experience Managers by coordinating guest group movements, managing activity transitions, and ensuring seamless execution of daily schedules. Contributes to a positive guest experience through effective communication, organization, and attention to detail.
• Supervise the daily operations of the Transportation & Valet areas to comply with LSOPs and SOPs, safety regulations, and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Coordinate and supervise activities and foster good relations with all internal and external stakeholders, ensuring excellent services.
• Assist in planning and directing the transportation needs for groups, corporate customers, and individual guests to assist the sales department and to attract and retain customers by providing top-quality service.
• Assist in planning, implementing, and supervising the maintenance and sanitation program for the vehicles, equipment, and Transportation/Valet areas to protect the assets, ensure optimum performance, and ensure guest and associate safety and satisfaction.
  • Vehicles include but are not limited to Executive Tahoe, Cadillac, Shuttles, Guest Services Golf Carts, Recreation SUV’s and Shuttle Vans.
  • Equipment includes but not limited to TV’s, Fans, bell carts, signs, cones, etc.
  • Work with Engineering Utility Team on weekly cleaning schedules.
  • Coordinate with Cintas on walk off mats for all buildings.
• Provide information and assist Team Members in recommending restaurants, recreation activities, etc., to ensure optimum guest satisfaction.
• Assist the Director of the Front Office in monitoring and controlling the Department’s budget to control and manage expenses.
• Provides cross-functional support to Front Desk operations by assisting during busy periods, covering shifts as needed, and helping ensure efficient guest check-in, check-out, and service processes while maintaining high hospitality standards.
• Perform special projects as assigned.
• Participate in task force and committees as requested/needed.
• All other duties as assigned.

Knowledge and Skills:

 Education: High school diploma or GED equivalent.

Experience: 3+ years in upscale valet or transport operations at a golf resort, country club, or luxury hotel.

 Skills and Abilities: Passion for hospitality/guest service.  Ability to supervise and lead others.  Requires ability to compile facts and figures. Proven ability to handle both manual and automatic transmissions on standard and luxury executive vehicles. Ability to make occasional decisions guided by established policy and procedures. Ready to lift golf travel bags up to 50 lbs and work outdoors in fluctuating weather. Oral and written communication skills.