Guest Services Manager

Employer
Wyndham Vacation Ownership
Location
Alexandria, VA
Posted
Sep 15, 2021
Closes
Sep 22, 2021
Ref
102146805
Industry
Other
Hours
Full Time
Put the World on VacationAt Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world's largest vacation ownership company and part of Travel + Leisure Co., we're shaping the future of the travel industry.Guest Services ManagerManage all aspects of the front desk operations using strong customer relations and leadership capabilities to make quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with quality and financial standards.Essential Job FunctionsResponsibilities include, but are not limited to:1. Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations; Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction (30% time)2. Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings (20% time)3. Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff (20% time)4. Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with QualityAssurance, Loss Prevention and safety standards procedures (15% time)5. Manage and support all financial aspects of the department: Prepare annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis ofexpense data; Maintains cost control and appearance of retail inventory; other duties as assigned (10% time)6. Performs other duties as needed. (5% time)Minimum Requirements and Qualificationsa) Education College degree preferred or equivalent training/experienceb) Training requirements Valid driver's license CPR certification, or to be obtained within 6 month of hirec) Knowledge and skills Understanding of resort financials Demonstrated ability to work under pressure Strong leadership skills with ability to coach, mentor, trainand develop staff Excellent verbal and written communication skills Ability to accurately follow instructions, both verbally and written Ability to maintain confidential information Detail orientedd) Technical Skills Working knowledge of various computer software programs Working knowledge of property management systemse) Job experience Two to three years of management experience 3+ at Resort II III Three to five years hospitality customer service experienceA Place for EveryoneHospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you'll find a team that's inclusive, values diversity, and is built on a foundational respect for people from all over the world.We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to @wyn.com, including the title and the location of the position for which you are applying.

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