Guest Services Manager

The Guest Services Manager is responsible for overseeing all aspects of Guest/Concierge Services and Transportation and acts as liaison to all departments on property, in accordance with the Center’s mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of Guest Services Attendants and Transportation Shuttle Drivers.

• Demonstrate sincere guest focus and true appreciation for the guest experience.
• Ensure a smooth arrival through departure experience for all guests.
• Create and support the best total guest experience possible.
• Identify opportunities for maximizing daily revenues and minimizing costs, ensuring revenue and guest satisfaction targets are met and exceeded.
• Manage shift coverage, workload, and resource distribution within and across assigned teams.
• Identify training needs, design and track training for assigned departments.
• Anticipate and improve guest satisfaction in assigned areas and manage difficult service situations.
• Drive innovation, identify, and resolve issues to improve standards in assigned operational areas.
• Lead and facilitate meetings for Guest Services and Transportation.
• Develop, orient, hire, train, cross-train Guest Services and Transportation team members.
• Provide effective leadership to assigned department team members.
• Ensure payroll costs are controlled and revenue opportunities are effectively sourced and delivered.
• Train and lead assigned staff to provide logistical support for retreat operations.
• Manage and develop assigned teams to ensure career progression and effective succession planning. Staff to business levels.
• Hold regular briefings and communication meetings within the assigned departments.
• Establish and maintain a professional business relationship with all departments and vendors.
• Ensure equipment and physical facility is in peak condition including cleanliness and repair of assigned departments.
• Follow and ensure that all safety and emergency policies, procedures and practices are adhered to.
• Control costs of goods purchased, services supplied and labor as necessary.

• Flexible work schedule to include days, evenings, holidays, and weekends.
• Two years of experience as Front Office Manager, Guest Service Manager or Director of Operations within a similar quality Hotel/Resort/Retreat Center.
• Possess strong financial acumen, with experience in increasing profitability.
• Excellent leadership skills

• A minimum of three years of proven leadership and management experience in a hotel, resort or retreat center.
• Preferred Bachelor’s Degree or diploma in Hotel Management or equivalent.
• Working knowledge of Front Office and Room Reservations necessary.

• Excellent command of the English language in communicating both verbally and non-verbally.
• Ability to prepare/write educational materials for guests.
• Ability to effectively present information and respond to questions from managers, employees, guests, and the general public.
• Must have the ability to respond effectively to the most sensitive inquiries or complaints.

• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions and decimals.
• Must be able to understand basic accounting functions.

• Ability to apply common sense to carry out instructions in written, oral or diagram format.
• Ability to handle conflicting ideas and controversies around wellness topics and communicate information diplomatically.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessary.
• Must be able to multi-task and respond quickly under pressure.

• The Physical demands described here represent those that must be met by an employee to successfully perform the essential functions of the job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing duties of this job, the employee is required to sit, stand, bend, lift, walk, use hand…