Guest Services Manager I

2 weeks ago

Williamsburg, Virginia, United States Travel + Leisure Full time

We are seeking a highly skilled Guest Services Manager to join our team at Travel + Leisure Co. The ideal candidate will have a strong background in customer service and leadership, with the ability to effectively coach and mentor staff to deliver exceptional guest experiences.

Key Responsibilities:

  • Manage all aspects of the Guest Services department, ensuring compliance with quality and financial standards.
  • Provide superior guest service, assistance, and resolution via written, phone, and direct face-to-face communication.
  • Evaluate guest and associate survey data to develop processes that increase guest experience and associate satisfaction.
  • Hire, train, motivate, recognize, coach, and develop guest service associates through implementation of incentives and training plans.
  • 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.
  • Own and manage the Internal Audit process and ensure departmental compliance with Quality Assurance, Loss Prevention, and safety standards procedures.
  • Manage and support all financial aspects of the department, including preparing the annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances, and analysis of expense data.

Requirements:

  • Understanding of resort financials.
  • Strong leadership skills (ability to effectively coach, mentor, and train staff).
  • Excellent communication skills.
  • Proficiency in Microsoft Excel, Word, Outlook.
  • 2 to 3 years of management experience at a hotel/resort.
  • 3 to 5 years hospitality customer service experience.

What We Offer:

  • A diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week.
  • Flexible spending accounts.
  • Life and accident coverage.
  • Disability.
  • Depending on position, paid time off, parental leave, and holidays.
  • Wish day paid time to volunteer at an approved organization of your choice.
  • 401k with employer match.
  • Legal and identity theft plan.
  • Voluntary income protection benefits.
  • Wellness program.
  • Employee Assistance Program.

About Us:

At Travel + Leisure Co., 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.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

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