Guest Services Manager

Overview

In conjunction with the Front Office Manager, responsible for the leadership, training, and daily supervision of the listed positions. Address guest complaints and inquiries; direct liaison with Housekeeping and Maintenance departments on daily and forecasted occupancy levels and all guest matters. Prepare monthly forecast and variance report with GM/Hotel Manager oversight.

• 2 year degree/diploma from an accredited college or university or equivalent additional experience.
• 3 or more years supervisory experience in Guest Services.
• CPR/First Aid preferable.

• Manage day-to-day operations of the Front of House Departments including a daily review of room availability to maximize revenue and occupancy.
• Schedule/plan work assignments for the department and supervise staff.
• Ensure that all Guest Service Ambassadors follow established guidelines including cash handling, key control and any Sarbanes Oxley guidelines that have been established by operations at Team Headquarters.
• Participate in revenue management calls with SMR colleagues; lead property tactics with GM/Hotel Manager support.
• Audit all cash banks in the department on a weekly basis.
• Prepare and conduct performance evaluations for each team member on an annual basis.
• Prepare monthly forecast and variance reports; address key areas of opportunity with GM/Hotel Manager support.
• Perform other duties as assigned.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.