Guest Services Manager

Job Description

Opal Grand Oceanfront Resort & Spa is a 5-Diamond Luxury Resort located in the heart of Delray Beach overlooking the sunny waters of the Atlantic. We are looking to add an enthusiastic, upbeat, results driven individual to our Guest Services team. This is a great opportunity to be a part of an organization that believes our team members and overall guest satisfaction.

The Guest Services Manager will assist in leading the Front Office team; he or she will be required to oversee Front Desk operations, PBX and will work with the concierge, Bellman & Valet Team.

This position reports directly to the Front Office Manager and requires a strong attention to detail and the ability to effectively handle guests, other departments and team members.

JOB RESPONSIBILITIES:

• Welcomes and completes established check-in/check-out procedures for arriving guests on a daily basis in order to ensure guests are satisfied and in rooms as requested/reserved.
• Answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Communicates effectively both orally and in writing to provide clear direction to staff.
• Maintains good customer relations by staying well-informed of all in-house and area functions in order to answer questions and concerns timely and with knowledgeable responses in person and on telephone.
• Controls cash transactions at the Front Desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Develop employee morale and ensure training of Front Office personnel.
• Maximize room revenue and occupancy by reviewing status daily. Monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, etc.
• Participate in required MOD program as scheduled and complete checklist during most nights and weekends.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. .
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Focus the Guest Services Department on their role in contributing to the guest satisfaction Scores
• Monitor all V.I.P.'s, special guests and requests and follow SOP's.
• Review Front Office log book and Service Recovery log on a daily basis.
• Be familiar with all corporate/sales sponsored programs, special promotions and offers, and arriving V.I.P.'s, on a daily basis
• Performs other duties as assigned, requested or deemed necessary by management

QUALIFICATIONS:

• High School Diploma/GED required; additional education preferred
• Previous experience in supervisory role in front office luxury resort required
• Must be able to work weekends, evenings and holidays
• Exceptional interpersonal skills
• Written and verbal communication skills
• Good time management and organizational skills
• Conflict resolution experience
• Patience and good listening skills

BENEFITS

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Complimentary associate parking
• Complimentary shift meal
• 25% Discount in Resort outlets
• Team Member discount at Resorts within the Collection
• Friends and Family Discount

The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.