Basic Function: Provides vision, guidance, and strategy...the hands on inspirational champion of our Forbes Guest Services program, iCare culture and Enchantment mission statement. Oversees all of the Guest Services departments including, Front Desk, PBX, Bell Staff, Group Rooms Coordinator and Concierge departments. Ensure that the guest and team member experience matches our positioning as the premier luxury destination in the American Southwest. Maintain financial responsibility over all Guest Services departments.
Work Performed:
Oversee and have a working knowledge of all Front Office operating systems.
Ability to provide hands on/engaging leadership within all departments on daily basis to ensure Forbes standards are being practiced and delivered in every interaction.
Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy.
Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moral.
Effectively supervises all areas include coaching and counseling, and disciplinary action as necessary.
Interviews and hires new staff as necessary for the departments.
Conducts performance reviews as necessary for the departments.
Schedule employees based on occupancy forecast and levels to ensure adequate coverage.
Ensure that department profitability objectives are met.
Monitors payroll and labor costs.
Creates department budgets annual and effectively controls expenses.
Responsible for the economical purchase and control of all equipment in the departments.
Interacts with VIP's, Homeowners, and Group Coordinators as necessary.
Inspect VIP rooms as necessary prior to arrival to ensure high standards.
Know all safety and emergency procedures for guests and employees and how to act upon them.
Develop and implement service standards to ensure a consistent guest experience at a high quality level.
Effectively implement training for all staff and train in all areas as necessary.
Maintain outside business contacts within the hotel/resort industry.
Responsible for the implementation and effectiveness of all cash handling within all reporting departments.
Other duties as assigned.
Supervision Exercised: Guest Services Manager, Front Office Supervisor, Guest Services Supervisor, Concierge Supervisor, Front Desk Agents, PBX, Bell Staff, Concierge
Supervision Received: Director of Lodging
Responsibility & Authority:
Oversee all employees in all areas of responsibility.
Ability to maintain the highest level of guest service at all times in adherence with Forbes standards.
Model the desired behavior and ensure that in every interaction team members are practicing Forbes standards, iCare culture and our Mission Statement.
Acts as Manager on Duty as required.
Works closely with all departments to ensure luxury service standards are being practiced.
Minimum Requirements:
Bachelor's degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 2+ years' Front Desk supervisory skills and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills.
Physical Requirements:
25% Sitting
75% walking, standing and bending
Lifting/Carrying up to 50 lbs.
Hearing and Manual dexterity
Distance vision 1-3 feet
Ability to drive golf cart on occasion as necessary