Assistant Manager of Guest Services

The Assistant Manager of Guest Services is responsible for bringing the brand promise to life in guest-facing service departments. This position serves as a guest advocate and key advisor to the Guest Services Manager and leads some or all of the aspects of operations of front desk, concierge, security, resort transportation and/or resort services functions. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience and transportation experience and problem resolution.

 

COMPANY BENEFITS:

• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture 

ESSENTIAL DUTIES AND TASKS:

• Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases. 
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business.  Balance the urgency of meeting budget goals with focus on team, individual, and brand success. 
• Assist in adapting and executing predefined guest service strategies, standards, and programs through daily management practices within front desk, security, transportation, and/or resort services operations.
• Development of PDPs, evaluation, and active coaching to develop Brandhearted guest-facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development 
• Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, talent review and succession planning. 
• Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
• Assist in the development of departmental budgets and allocation of resources to meet financial goals.

QUALIFICATIONS:

• Demonstrated ability to anticipate, prevent, and solve complex problems, and deliver results in a fast-paced setting
• Demonstrated professional verbal and written communication and presentation skills.
• Novice-level mastery of Microsoft Office products. 
• Driving record must qualify to drive company-owned vehicles. 
• Must be at least 21 years of age with a valid driver’s license and a minimum of 4 years of driving experience. 

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED equivalent required.  Four-year college degree preferred. 
• 2 years of Front Desk Supervisory experience in a hotel or resort environment preferred
• IHG experience is a plus
• Strong people leadership experience

 

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.