The Resort at Longboat Key Club
  • 14-May-2018 to 13-Jul-2018 (EST)
  • Rooms - Guest Services
  • Sarasota, FL, USA
  • Full Time

Guest Services Manager Job Description

  • Position is responsible for managing the Guest Services department consisting of Front Desk, PBX Telephone Operators, Bell stand, & Concierge associates.
  • Position will be requires a flexible schedule that includes day, evenings, nights, and weekends.
  • Solid 4/5 Diamond experience in Front Office including Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services.
  • Provide overall direction, coordination, and ongoing evaluation of operations.
  •  Follow & enforce company policies and procedures.
  • Ensure that all procedures and policies of departmental service standards are communicated and implemented
  • Manage guest concerns as opportunities to exceed their expectations.
  • Ability to motivate & instill a guest service attitude in all employees, in order for them to provide memorable service to our guests.
  • Responsible for growth and maintenance of staff: interviewing, hiring, coaching, counseling , cross training and developing employees for promotions.
  • Use a "hands-on" approach to management.
  • Excellent knowledge of computer system and possess ability to make corrections when system errors arise
  • Attend resort and operations meetings as scheduled
  • Attend stand up meetings to discuss daily resort activity.
  • Work closely with Reservation in maintaining hotel occupancy and room inventory.
  • Communicate extensively with all departments of the resort to ensure guest requests are fulfilled in a timely manner.
  • Manage assigning complimentary rooms for resort.
  • Monitor & manage daily inventory and room blocks for all guests.
  • Monitor all guest account balances while in house.
  • Issue all credits associated with specific reservation packages booked by guests.
  • Review Rate Discrepancy report: ensure all reservations have correct rate code and rate attached.
  • Scheduling of all associates weekly determined by hotel/resort occupancy.
  • Assign rooms for Site Inspections conducted by sales & marketing.
  • Develop departments' budget and forecast, monthly and yearly. Ensuring that all financial goals set are obtained over the duration of the year.
  • Monitor & complete of departments' payroll.
  • Track systems used improving guest service and satisfaction, i.e. Comment cards.
  • Cash handling and reconciling of associates banks.
  • Assign and review of daily tasks for all associates
  • Compile information for No Show reporting, Early Departure Fees, Late Check out fees, Food & Beverage adjustments, Golf Adjustments, Tennis Adjustments, Spa Adjustments, or Room Rate adjustments.


Helpful Skills

  • Clear, concise written and verbal communication skills.
  • Experience training and cross-training employees.
  • Excellent time management skills.
  • Strong organizational skills.
  • Strong customer service orientation and skills.
  • Experience in Housekeeping Department
  • Overall knowledge of resort/hotel operational procedures.
  • Creativity in developing new procedures.
  • Bilingual preferred
The Resort at Longboat Key Club
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