Guest Services Manager Ii

3 weeks ago

Wisconsin Dells, United States Wyndham Destinations Full time

**We Put the World on Vacation**: At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

**Guest Services Manager**
Manage 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 Functions**
Responsibilities 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 Quality
Assurance, 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 of
expense 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 Qualifications**
a) Education
- College degree preferred or equivalent training/experience

b) Training requirements
- Valid driver’s license
- CPR certification, or to be obtained within 6 month of hire

c) Knowledge and skills
- Understanding of resort financials
- Demonstrated ability to work under pressure
- Strong leadership skills with ability to coach, mentor, train

and develop staff
- Excellent verbal and written communication skills
- Ability to accurately follow instructions, both verbally and written
- Ability to maintain confidential information
- Detail oriented

d) Technical Skills
- Working knowledge of various computer software programs
- Working knowledge of property management systems

e) Job experience
- Two to three years of management experience 3+ at Resort II III
- Three to five years hospitality customer service experience

**How You'll Be Rewarded**:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:
**_Note: Temporary and/or seasonal associates are ineligible for Paid Time Off. _**
- Medical
- Dental
- Vision
- Flexible spending accounts
- Life and accident coverage
- Disability
- Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
- Wish day paid time to volunteer at an approved organization of your choice
- Legal and identify theft plan
- Voluntary income protection benefits
- Employee Assistance Program

**Where Memories Start with You**:
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

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