Guest Services Manager

Assist the Director of Front Office to lead and supervise the daily operations and Team Members of the Valet and Transportation Departments, while providing outstanding service and hospitality. The main areas of responsibility include Transportation (Resort Shuttles) & Valet. Recommends and implements services and procedural changes. Assists in monitoring and controlling expenses within the approved budget.

Essential Functions:

• Assist in daily supervision of all Transportation & Valet – interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications, and recommend discipline and termination as appropriate.
  • Ensure Proper uniform inventory is maintained
  • Attends weekly group resume meeting to ensure all needs are met
• Provides operational support to Clubhouse and Cabin Experience Managers by coordinating guest group movements, managing activity transitions, and ensuring seamless execution of daily schedules. Contributes to a positive guest experience through effective communication, organization, and attention to detail.
• Supervise the daily operations of the Transportation & Valet areas to comply with LSOPs and SOPs, safety regulations, and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Coordinate and supervise activities and foster good relations with all internal and external stakeholders, ensuring excellent services.
• Assist in planning and directing the transportation needs for groups, corporate customers, and individual guests to assist the sales department and to attract and retain customers by providing top-quality service.
• Assist in planning, implementing, and supervising the maintenance and sanitation program for the vehicles, equipment, and Transportation/Valet areas to protect the assets, ensure optimum performance, and ensure guest and associate safety and satisfaction.
  • Vehicles include but are not limited to Executive Tahoe, Cadillac, Shuttles, Guest Services Golf Carts, Recreation SUV’s and Shuttle Vans.
  • Equipment includes but not limited to TV’s, Fans, bell carts, signs, cones, etc.
  • Work with Engineering Utility Team on weekly cleaning schedules.
  • Coordinate with Cintas on walk off mats for all buildings.
• Provide information and assist Team Members in recommending restaurants, recreation activities, etc., to ensure optimum guest satisfaction.
• Assist the Director of the Front Office in monitoring and controlling the Department’s budget to control and manage expenses.
• Provides cross-functional support to Front Desk operations by assisting during busy periods, covering shifts as needed, and helping ensure efficient guest check-in, check-out, and service processes while maintaining high hospitality standards.
• Perform special projects as assigned.
• Participate in task force and committees as requested/needed.
• All other duties as assigned.

Knowledge and Skills:

Education: High school diploma or GED equivalent.

Experience: 3+ years in upscale valet or transport operations at a golf resort, country club, or luxury hotel.

Skills and Abilities: Passion for hospitality/guest service. Ability to supervise and lead others. Requires ability to compile facts and figures. Proven ability to handle both manual and automatic transmissions on standard and luxury executive vehicles. Ability to make occasional decisions guided by established policy and procedures. Ready to lift golf travel bags up to 50 lbs and work outdoors in fluctuating weather. Oral and written communication skills.

Experience

Required

• 3 year(s): 3+ years in upscale valet or transport operations at a golf resort, country club, or luxury hotel.

Education

Required

• High School or better

Licenses & Certifications

Required

• Drivers License

Skills

Required

• Time Management
• Team Collaboration
• Verbal Communication
• Greeting
• Leadership Qualities
• Efficiency and Speed
• Driving
• Communication

Behaviors

Required

• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Leader: Inspires teammates to follow them
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Required

• Peer Recognition: Inspired to perform well by the praise of coworkers
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Job Security: Inspired to perform well by the knowledge that your job is safe

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.