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Guest Services Manager

2 months ago

Key West, United States The Capitana Full time
Position Overview

The Capitana is seeking a detail-oriented and personable individual for the role of Front Desk Supervisor. This position plays a crucial role in shaping the initial experience of our guests, ensuring a warm and inviting atmosphere from the moment they arrive. The Front Desk Supervisor is tasked with managing interactions, embodying the values of our establishment, and fostering a welcoming environment.

In addition to overseeing daily operations, the ideal candidate will possess strong conflict resolution skills and be adept at training new team members to uphold our service standards.

Key Responsibilities:

  • Welcome guests upon their arrival, ensuring they feel valued and appreciated.
  • Identify and acknowledge returning guests, VIPs, and loyalty program members.
  • Facilitate the check-in and check-out processes efficiently.
  • Provide comprehensive front desk services to enhance guest satisfaction.
  • Manage room assignments and perform necessary administrative tasks.
  • Deliver messages and mail promptly to guests.
  • Handle guest payments accurately and efficiently.
  • Coordinate with bell staff and management to ensure seamless service.
  • Act as a knowledgeable resource for guests regarding local transportation and dining options.
  • Address and accommodate both standard and unique guest requests.
  • Effectively manage and resolve conflicts or challenging situations with guests.
  • Train and mentor new Front Desk Agents to ensure adherence to company policies and best practices.

Qualifications:

  • High school diploma or equivalent.
  • Prior experience in customer service roles.
  • Outstanding interpersonal and communication skills.
  • Strong written and verbal communication abilities.
  • Excellent time management and organizational capabilities.
  • Experience in conflict resolution.
  • Demonstrated patience and active listening skills.

Benefits:

  • Comprehensive Health Insurance
  • Dental and Vision Coverage
  • Life Insurance Options
  • 401(k) Retirement Plan
  • Short-Term Disability Benefits
  • Complimentary Associate Parking
  • Free Meals during shifts
  • Discounts at Resort Outlets
  • Hotel Discounts through OPL
  • Friends and Family Discounts

This position offers a unique opportunity to contribute to an organization that values its team members as its greatest asset. We take pride in selecting individuals who align with our mission and values.

The Capitana is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace. We do not discriminate in employment practices based on race, gender, age, disability, religion, national origin, or any other legally protected status.