Guest Services Manager

Location

Charlottesville, VA | United States

Job description

Boar's Head Resort is seeking a professional and dedicated Guest Services Manager who is passionate about delivering exceptional guest service while maintaining Boar's Head Resort CORE standards and Forbes Travel Guide luxury standards. As an essential member of our team, the Guest Services Manager will be responsible for overseeing guest interactions, ensuring guest satisfaction, and leading a team of guest experience coordinators, who are responsible for efficiently answering all calls, addressing in-house guest requests, and successfully handling guest inquiries related to our hotel, restaurant, in-room dining, spa, golf, sports club facilities, and special events including Winter Wander. The Guest Services Manager is also responsible for pre-stay communications with guests to meet their needs and increase revenue across the property. The primary focus of the Guest Services Manager is to provide world-class service and ensure an unforgettable experience for every guest and club member.

ESSENTIAL JOB FUNCTIONS:

- Follow Boar's Head Resort CORE and uphold Forbes Travel Guide luxury standards throughout all guest interactions and every service delivery.

- Provide engaging daily training points and reminders for the guest experience coordinator team on CORE and Forbes luxury standards.

- Lead and motivate a team of guest experience coordinators, providing guidance, coaching, and support to ensure exceptional service delivery.

- Oversee the handling of incoming calls, addressing guest requests, and promptly providing accurate and detailed information, and providing anticipatory service in accordance with the guest needs and preferences.

- Oversee communication with guests before they arrive to ensure their needs are met and increase revenues across the property during their stay.

- Address in-house guest requests and inquiries, ensuring their needs are met promptly, effectively and completely.

- Become the expert of all resort amenities, including the hotel, in-room dining, restaurants, spa, golf, sports club and special events to increase revenue and provide comprehensive assistance and information to guests.

- Deliver personalized service, anticipating guest needs and providing more than is asked to exceed expectations, recognizing team members when they do so.

- Familiarize yourself with all events on property, including sports club member events, food & beverage events and public special events. This includes the ticketing process, guest requests and answering questions from guests about events.

- Resolve guest complaints or issues promptly and escalate when necessary, ensuring guest satisfaction at all times.

- Develop and maintain a strong knowledge of local attractions, restaurants, events and activities to enhance the guest experience.

- Collaborate with other resort departments to ensure seamless coordination and delivery of guest services, including attendance at daily standups to better immerse yourself in those areas.

- Maintain accurate and detailed records of guest interactions, requests, and inquiries for future reference.

- Stay up-to-date with industry trends and continually seek opportunities to enhance guest satisfaction and service excellence.

QUALIFICATIONS:

- Previous experience in a luxury hotel or resort environment or service industry is required, with experience in a supervisory or leadership role preferred.

- Thorough knowledge of Forbes Luxury standards and commitment to practicing the standards throughout all guest interactions.

- Proven ability to deliver exceptional guest service, exceeding guest expectations.

- Excellent communication and interpersonal skills, with the ability to build rapport with guests and team members.

- Strong problem-solving and decision-making abilities, with a solution-oriented mindset.

- Exceptional organizational skills and attention to detail, ensuring accuracy in guest requests and record-keeping.

- Ability to handle multiple tasks at once and prioritize effectively in a fast-paced environment.

- Flexibility to work in shifts, including early mornings, late evenings, weekends and holidays.

- Proficient computer skills and familiarity with hotel reservation systems.

Job tags

Salary