Front Office Manager B

Guest Services Manager

Salary Range $94,000-$94,800 + bonus

Tentative November 14th Start Date

Job Summary

Oversee the daily operation of the Guest Services, Reservations and Bell/Valet Departments. Responsible for the leadership, training, and daily supervision of the above listed positions. Responsible for property revenue management tactics in partnership with Team Headquarters, revenue management. Address Guest complaints and inquiries; Direct liaison with Housekeeping and Maintenance department on daily and forecasted occupancy levels and all guest matters.

Prepare monthly forecast and variance report with General Manager oversight.

Candidate Profile

Education and Experience

Bachelor's Degree in Hospitality Management and/or equivalent work experience. Five (5) or more years of experience in hospitality management/supervisory level with specific skills to develop, monitor, and evaluate employee goals, objectives, performance, and to make recommendations when necessary. Excellent communication skills, both written and oral. Computer experience and knowledge of MS Word, Excel, and Outlook. OPERA experience is a plus. EXPERIENCE IN CONDO HOTEL A PLUS

Core Work Activities

• Manage and supervise a combination of the following departments: Guest Services, Reservations and Bell/Valet. This includes a daily review of room availability to maximize revenue and occupancy for the resort program.
• Monitor and maintain property management system, inventory, and operation.
• Edit and prepare payroll for the department.
• Ensure adherence to property and company policies and procedures.
• Manage, supervise, and direct all weekly and EOM reporting requirements of the Guest Service department.
• Develop long term Guest Service goals with an ongoing training/coaching plan including but not limited to the continuance of monthly meetings held with guest service agents and Guest Service Supervisor as well as the company wide guest service culture training.
• Actively support and encourage the Ho'okipa Incentive Plan.
• Schedule and plan the work assignments for the department and supervise the staff.
• Review the Night Audit work on a daily basis before submitting to the General Manager for review and signature.
• Ensure City Ledger billing accurate and current. All outstanding billings on the C/L register should be in "Current or 1-30 days" if possible. Lead by example and management by walking around.
• Ensure that all Guest Service Agents follow established guidelines including cash handling, key control and any Sarbanes Oxley guidelines that have been established by operations at Team Headquarters.
• Work hand in hand with the Housekeeping / Maintenance Departments to minimize deficiencies and ensure the properties' compliance with all permanent AAH Brand Standards.
• Immediate follow up on all guest challenges.
• Drive effective communication across all departments to ensure consistency, cohesiveness, and understanding of objectives and priorities.
• Oversee the daily operations of the bell/valet desk (even though they are AOAO employees).
• Other tasks, projects, and duties when needed as assigned by the General Manager.

Physical Requirements

• Frequent sitting
• Stand for long periods of time
• Walk extended distances
• Lift/carry 26-50 lbs.
• Reach hands and arms in any direction.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.