Guest Services Manager

1 month ago

Orlando, United States Evermore Orlando Full time
About Evermore
Evermore Orlando Resort is an innovative 1,100-acre resort adjacent to Walt Disney World® featuring centrally owned upscale and upsized vacation rental homes, flats & villas, a luxury Conrad hotel, 36 holes of world-class Jack Nicklaus golf, and a massive 20-acre tropical beach complex around Evermore Bay, our 8-acre crystalline water amenity by Crystal Lagoons®. The surrounding beach areas feature zero-entry swim areas, bars, cabanas, private firepits, a lively food hall & gourmet market, a casual dining restaurant, and an event Boathouse that will provide a picture-perfect backdrop for weddings, banquets, and corporate meetings. Evermore is building a team that will bring these experiences to life and is seeking individuals who want the challenge of building this exciting resort experience.

Key Responsibilities:

  • Ensure guests have a memorable and enjoyable stay, while also contributing to the overall success and profitability of the resort.
  • Manage all functions of guest services team, including guest services agents, rooms control staff, night audit, and PBX operators to ensure a seamless and personalized guest experience throughout their stay.
  • Be a visible leader in the operation, taking time to review operations and interact with guests and Team Members
  • Create training materials for all guest services department positions including guest services, concierge, overnight and gate agents
  • Create SOPs for the guest serv9ices department and keep them current through resort opening
  • Set performance goals and conduct regular performance evaluations to foster a motivated and efficient team.
  • Monitor and maintain the quality of guest services, identifying areas for improvement and implementing corrective measures.
  • Provide guidance, training, support, and recognition to team members, ensuring they deliver exceptional service to guests
  • Handle guest inquiries, complaints, and special requests in a prompt and professional manner.
  • Implement strategies to enhance guest satisfaction and loyalty, ensuring that guests' needs are met or exceeded.
  • Monitor room availability and ensure proper allocation of rooms based on guest preferences and booking requirements.
  • Collaborate with housekeeping to ensure rooms are well-maintained and ready for guest arrivals.
  • Manage staffing and training in conjunction with human resources, including hiring, training, and pre-opening activities
  • Ensure guest service standards are upheld and monitor metrics, trends and feedback
  • Supervise the PBX department and implement best practices for telephone etiquette and handling guest calls with a focus on courtesy and efficiency.
  • Develop and maintain collaborative relationships with peers and other department leaders
  • Assist in developing and managing the department's budget, ensuring efficient allocation of resources, including labor and expenses
  • Ensure operations run efficiently daily while managing long term project planning
  • Stay up-to-date on guest services in the resort industry for benchmarking and new ideas
  • Ensure safety and security protocols are properly trained, routinely inspected and adhered to daily
  • Perform other duties as assigned
Education, Skills and Experience
  • Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
  • 3+ years of guest service management within the high-end hospitality industry.
  • Excellent communication, leadership, and interpersonal skills, with the ability to motivate and inspire a diverse team and interact with a wide range of people
  • Excellent organizational and problem-solving abilities.
  • Sound knowledge of resort property management systems, reservation systems, PBX operations, and front desk procedures.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Detail-oriented, organized, and capable of handling multiple tasks simultaneously.
  • Able to read and understand financials and budgets
  • Proficient in standard computer programs including word and excel
  • Self-starter that can work independently with minimal supervision
  • Ability to multi-task in a fast-paced environment
  • Inspired to lead Evermore brand and team member values at all times
  • Capable of working scheduled hours, including weekdays, weekends, nights and holidays
  • Capable of performing role in a busy work environment
  • Proficient in reading safety procedures and operating guidelines / instructions in English
Physical Requirements
  • Able to safely lift, pull and push up to 50 pounds.
  • Ability to see, hear, smell, and use manual dexterity for all equipment.
  • Able to stand, stoop, kneel, bend, and reach extended periods of time.
  • Able to be on your feet and walk long distances during 8-10 hours shifts.
  • Subject to environmental conditions, work activities can occur inside and outside


We are an innovative workplace; seeking great people like you Our Work Culture
Our team is impassioned to master group gatherings in Orlando and aims to inspire guest confidence in the vacation rental experience and goes the extra mile to make the process of planning big trips "easy on purpose". We're building a brand-new hospitality asset class in Orlando and seek those that feel at home in a dynamic, fast-paced environment with a curiosity to seek and deliver outstanding service with a good sense of humor to enjoy the process. We seek quality Team Members who will demonstrate what it means to be a good neighbor to our guests. We offer an inclusive, team-oriented work environment and are working to build the most professional hospitality team in the industry.

We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability, and a Wellness program. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives. Are you ready to join us? We can't wait to meet you

EOE/M/F/D/V

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