Assistant Guest Services Manager

Overview

The Company and The Resort Tanzerra Resorts is a leading international luxury resort company, renowned for providing unparalleled guest experiences in unique and iconic destinations. Each Tanzerra Resort is as unique as its location, offering an exceptional blend of luxury, comfort, signature experiences, world-class culinary arts, and private events that cater to discerning travelers and event planners from around the globe.

We are committed to delivering outstanding, personalized service and creating memorable stays for our guests and focus on caring for our team members just as much as we care for our guests.

The Tides Inn is a beloved waterfront, luxury resort nestled on Carter’s Creek in Irvington, Virginia. The property has been a cherished destination for generations and has recently undergone a number of renovations and enhancements that are helping elevate the brand and overall experience. The Tides features 70 luxurious accommodations, tennis and pickleball courts, wellness treatments, a working farm, Markers Space (for artistic activities), its own marina and two distinct restaurants, Salt & Meadow Restaurant and Fish Hawk Oyster Bar.

As it has evolved, the Tides Inn is becoming more widely recognized for its elite programming, culinary experiences, commitment to environmental stewardship, and world-class hospitality.

The Assistant Guest Services Manager supports the oversight and management of the Front Desk, Bell Staff and Concierge. They will ensure the highest level of guest service, maximizing efficiency, effectiveness, and professionalism amongst all team members.

• Regular and Reliable Attendance is an essential function of this role.
• Supervise and support the Front Desk Agents, Bell Staff and Concierge (Guest Services Staff) to ensure compliance with resort policies and procedures.
• Ensure consistency with proper check-in, check-out, guest request, pre-arrival, arrival, and departure procedures.
• Assist training for Guest Services Staff in accordance with the Tides Inn standards
• Supervise Guest Services Staff to include coaching and counseling, and corrective action as necessary
• Support interviewing and hiring of new staff as needed for the department
• Conduct performance reviews for hourly team members on a regular basis
• Facilitate ongoing service standards training to ensure consistent and high-quality guest experience
• Review, and update as needed, daily checklists to ensure proper documentation, follow through of billing procedures, and resort policies
• Reviews daily emergency reports, logbooks, trace reports, credit card authorizations, etc.
• Review room rate reports and any special requests are noted, and upgrades are completed, with welcome letters and itineraries attached
• Maintain cleanliness of Guest Service spaces, both guest-facing and back-of-house
• Monitor and ensure cash handling and credit procedures are followed consistently by Guest Services team members
• Deal effectively with all departments of the hotel, maintaining regular communication with department managers
• Resolve guest issues quickly, efficiently, courteously, and according to the Tides Inn standards
• Support staff to ensure guest needs and requests are executed in a timely fashion and in accordance with the Tides Inn standards
• Exemplifies the Tides Inn Mission and Values
• Conduct regular department meetings to review events, policies, and procedures, and maintain high morale
• Inform staff of updates to policies or standards as required
• Function as an ambassador of the Tides Inn while on property and in the community
• Other duties as assigned

People Leader Role
:
Decision Quality, Managerial Effectiveness, Developing Direct Reports, Interpersonal Skills, Managing Ambiguity, Business Acumen, Strategic Agility.

• 1-3 years supervisory experience in hotel/resort setting
• Familiarity with Forbes Standards
• Degree in Hospitality management or related, preferred
• Strong computer skills
• Strong organizational skills
• Effective communication skills, both verbal and written
• Exceptional Customer Service Skills
• Able to prioritize and perform multiple tasks
• Ability to work flexible hours including evenings, weekends, and holidays.
• Experience in the learning and development of team members

• Work Environment:
  Work is primarily performed in an indoor, hotel – public space- environment; navigation of property, indoor and outdoor in varying weather conditions.
• Equipment Used:
  Computer, Phone, Intercom
• Sitting 20%
• Standing 70%
• Walking /Bending 10%
• Lifting – up to 25 pounds
• Vision – Computer, Navigation of Property, Safety
• Hearing – Phone, Interaction with Guests, Safety
• Travel Expectations – Minimal travel is required for this Role.
• Driving Requirements:
  Golf Cart, Guest Vehicles, Transportation of others, (Motor Vehicle Record Monitoring may be required).