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Guest Services Supervisor

2 months ago

Ocoee, Florida, United States Exploria Resorts Full time
Position Overview:
Are you enthusiastic about providing outstanding guest experiences and guiding a dedicated team? At Exploria Resorts, we recognize the joy in brightening a guest's day and the satisfaction derived from crafting memorable moments. As the Front Desk Manager, you will be instrumental in guaranteeing that every guest's visit is exceptional, while nurturing a culture of warmth, inclusivity, and commitment among your staff.
What We Offer:
With over 25 years in the vacation ownership and hospitality sector, Exploria Resorts provides full-time employees with competitive benefits, including:
  • Health insurance with HSA and FSA options
  • Dental and Vision Insurance
  • Life/AD&D insurance
  • Short and Long-Term Disability coverage
  • 401(k) plan
  • Paid Time Off and Holidays
  • Employee Referral Program
  • Discounts for employees and their families
  • Opportunities for professional growth
Job Summary:
Under the supervision of the Resort Operations Manager, the Front Desk Manager is a hands-on leadership role responsible for overseeing daily front office activities. This position ensures that our guests enjoy the highest quality experience while all team members perform at their best, embodying the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety.
Key Responsibilities:
  • Assist the Assistant General Manager with operational tasks
  • Recruit, train, mentor, and inspire all front office personnel
  • Establish high standards of hospitality service for guests
  • Facilitate effective communication across departments
  • Conduct regular training sessions and departmental meetings
  • Address guest concerns with exemplary customer service promptly and courteously
  • Manage staff scheduling while adhering to budgetary constraints
  • Ensure compliance with all resort standards and procedures
  • Maintain collaborative relationships and communication with all departments and vendors
  • Oversee the accuracy and efficiency of Front Desk, Night Audit, and PBX operations
  • Verify that room status information is accurate and effectively communicated
  • Perform additional duties as assigned by management
Qualifications and Skills:
  • Minimum of 4 years of progressive management experience in front desk operations
  • Strong leadership and exceptional guest service abilities
  • Excellent oral and written communication, organizational, and multitasking skills
  • Proficient in MS Office applications
  • Willingness to work a flexible schedule, including weekends and holidays
  • Ability to thrive in a team-oriented environment
  • Commitment to delivering superior service to every customer
  • Effective interpersonal communication skills
  • Bi-lingual in English and Spanish is highly desirable
  • Strong computer proficiency
  • Ability to manage multiple tasks simultaneously