Guest Services Manager

The basic function of a Guest Services Manager (GSM) is to help all guest service staff drive the initial positive impression for guests choosing Chula Vista Resort (CVR), give customers and clients of CVR and the Wisconsin Dells area the most accurate information in a friendly and personable manner, and leave each guest with the best customer impression upon their departure. By achieving the highest customer satisfaction possible and fulfilling the related goals and objectives of Chula Vista Resort, the GSM assists the business in driving profitability. The GSM will further assist Guests Services agents in achieving the goals set forth in their job descriptions. Guest Services refers to guest services agents, night auditors, and PBX operators.

The primary responsibilities and duties of this position consist of, but are not limited to, the following:

• Become a systems and subject matter expert for the Front Desk and C-Res. This includes but is not limited to attaining fluency in current PMS, POS, CMMS, and guest engagement platforms.
• Become a subject matter expert in Wyndham Rewards, edesk, WynCare and Count on Me philosophy.
• Respond to guest inquiries and/or guest recovery opportunities (verbal or written) within 72 hours.
• Develop and implement training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Make sure all new staff is given extensive and ongoing training. Review with the trainers constantly to help ensure they are keeping to the guidelines and that new hires are adapting well.
• Create the highest customer satisfaction possible by ensuring prompt, friendly, quality, and knowledgeable service.
• Review and adhere to established guest recovery approach and related SOPs. Maintain a consistent focus on proportional compensation approach.
• Safeguard the confidentiality of the customer, company, and all employee information.
• Manage daily staffing levels of the front desk to ensure scheduling is sufficient to meet established service standards while adhering to departmental budgetary guidelines.
• Interview and hire staff as needed to ensure service standards are met while maintaining budget goals.
• Stay on top of current CVR marketing campaigns, holiday events, etc., to ensure all guest service employees are prepared to respond to guest inquiries.
• Work with DOO to establish annual budget and staffing plan.
• Maintain inter-departmental communication to ensure service standards are met.
• Audit systems access to maintain accurate user database (PMS).

Educational Requirements:

Required - High School Diploma

Preferred - Bachelors Degree in Hospitality

Experience Required:

Required - 3 years experience working in related field, or management experience.

Preferred - 3 years experience plus a Bachelors Degree in Hospitality.

Skills, Knowledge and Abilities:

The ability to work with other people effectively and with other staff positions is important. Must be detail oriented. Must be able to train and motivate others while clearly defining objectives. Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities as they occur. The knowledge of training methods and procedures and the ability to implement them is essential. Must always be polite, engaged, and motivated to act with the guest's best interests in mind.

The GSM will be deemed to be performing in an acceptable manner when the following have occurred:

• Consistently performs all duties and responsibilities on time and in a satisfactory manner.
• Consistently meets the profitability and cost objectives for the tasks performed and maintains a high degree of customer satisfaction.
• Treats every guest as the most important guest (VIP). Therefore, demonstrating tolerance for all guests regardless of personal views.
• Has attained training to a level sufficient to support the resort's needs.
• Consistently safeguards and protects company assets under his or her care.
• Effectively and efficiently utilizes manpower under his or her supervision.
• Ensures that high quality and service standards are maintained and good business practices are followed and maintained, including health, safety and professionalism.
• Coordinates, works well with and keeps open lines of communication with the other functional positions within the company.
• Ensures company policies and procedures are adhered to by personnel reporting to this position and the work force morality is high.
• Recognizes and performs duties which need to be performed although not directly assigned. Performs all duties in an independent manner with minimal direction and supervision.

Physical Requirements:

Must be able to lift 25 lbs with or without reasonable accommodations

Body Positions:

Sitting, standing for at least an 8 hour shift or more.

Body Senses:

Must have full use of eyes and ears, full power of speech.

Body Movements:

Walking, turning head and torso, bending arms, wrists and fingers

Mental Requirements:

Mathematics: Must be able to do routine math calculations. Must have the ability to help with budgets and interpret financial operating statements.

Language: Must be able to communicate in English, both verbally and in writing, well enough to give instructions, relay information, and carry on effective interchange with customers, vendors, and company staff.

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