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Title: Guest Services Manager - Emerald Beach Resort, Panama City FL
Location: United States of America- Florida-Panama City
Requisition ID: 1300043
* Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable regulatory standards and Wyndham Vacation Ownership values.
* Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up.
* Directly responsible for the Front Desk, PBX, and Bell Staff. Will assist Guest Service Agents in satisfying guest requests and ensuring prompt satisfaction.
Maintain a positive working relationship and open line of communication with the Board of Directors, Owners, Guests, and Sales/Marketing to ensure high levels of Customer satisfaction
Coordinate and verify timeshare exchange information and oversee the compilation of weekly reservations and occupancy statistics.
Responsible for monitoring of rooms inventory, rate and plan availability.
Hire, train and retain associates for all supervised departments.
Provide guidance and assistance to Guest Services team members.
Ensure adequate staffing levels for all departments. Coordinate schedules, payroll and expenses to meet or fall below budget.
Provide evaluations, coaching and development for Guest Services team members. Create and implement training and development plans.
Prepare annual Guest Services Department budget and manage expenses within budget guidelines.
Monitor guest satisfaction processes and respond to guest concerns and inquiries.
Be proactive by providing hands-on support during peak business times.
Associate degree or equivalent experience.
3 to 5 years experience in a hotel management role.
Financial management experience required, e.g. ability to analyze P&L statements, develop operating budgets and forecasting.
* Able to handle stress in a fast-paced work environment.
Adaptable, flexible and able to multi-task.
Able to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information and resolve conflict.
Able to exercise good judgment in making decisions.
Able to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented.
WVO is a drug-free workplace and requires a background check and drug test prior to employment.
Job: Hotel/Resort Operations