Guest Services Manager

Guest ServicesWe are looking for an experienced Guest Services to join our team at The Capitana. This is a great opportunity to be part of an organization that believes our team members are our most important resource and therefore takes great pride in individuals that help us achieve our resorts mission.The incumbent is required to have previous Management experience to be considered for this position.ResponsibilitiesAssisting the Operational and Financial Management of the PropertyInterview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with our core values.Ability to create new SOP's and checklists to ensure operations are running as a wholeOversee front desk, concierge, and bell staff to ensure an optimal level of service and hospitality are provided to hotel guests.Work closely with all department head to ensure operations and the guest experience is smooth and efficientBe aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.Monitor and maintain the front office systems and equipment to ensure optimum performance.Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.Handle guest complaints and resolve issues in a timely mannerPerform other duties as requested by management, and needed for the departmentManaging the Guest ExperienceExtends professionalism and courtesy to guests at all times.Motivates and encourages staff to solve guest related concerns.Provides excellent customer service by being readily available/approachable for all guests.Takes proactive approaches when dealing with guest concerns.Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.Qualifications:Associate or Bachelor's degree preferred or2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years' experience in the guest services, front desk, housekeeping, or related professional area.Intermediate knowledge of overall hotel operations.Work schedule varies and may include working on holidays, weekends and alternate shifts.Benefits:Health InsuranceDental InsuranceVision InsuranceLife Insurance401(k)Short Term DisabilityFree Associate ParkingFree Meal for every shift worked25% Discount on Resort OutletsHotel Discounts with OPLFriends and Family DiscountThis is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company's mission.The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks.We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.