Guest Services Manager

Our Guest Services Manager oversees front office activities, including handling routine office work and administrative responsibilities of the resort. They supervise individual guest services team members.

This position may require flexible scheduling availability.

• Handle and resolve guest complaints, inquiries, and issues in a timely and professional manner.
• Field resort comments, suggestions, and complaints to the General/RV Resort Manager.
• Ensure guests receive the highest levels of service consistent with Island's customer service philosophy.
• Coordinate team member selection and development and ensure team members comply with appropriate policies and procedures.
• Organize and prioritize the work schedules of the front desk team to ensure adequate coverage is always available.
• Review and code invoices and statements for manager approval and other assigned reporting duties.
• Perform general administrative tasks (answering phones, typing, copying, faxing, filing, etc.).
• Maintain the petty cash fund and record expenditures in the proper accounts.
• Complete and maintain resort records, reports, and files in accordance with the Operations Manual.
• Ensure office supplies are stocked and prepare supply orders as needed.

• Intermediate to advanced computer proficiency, including the ability to use Microsoft Office, email, internet, and provide data entry in a timely manner.
• Demonstrated leadership abilities.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize, problem-solve, and manage time.
• Readily available and approachable for all guests while providing excellent guest service.
• 2 years of administrative experience is preferred.
• 6 months of previous supervisory experience is preferred.
• 6 months of previous experience using Yardi and/or Vestivo software is preferred.
• 6 months prior RV Resort office experience is preferred.
• Valid Driver's License is preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. The employee is also regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 75 pounds.

Island Hospitality is committed to employee development through a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business.

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan – IHM matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary; 401(k) is fully vested upon the first contribution

• Incentive-based bonus program
• Free room nights at our properties and employee discounts within your brand
• Discounts for friends and family within your brand
• Team Member recognition and bonus
• Discounted tickets to theme parks, movies, etc. through Tickets at Work
• Career growth through in‑house training program with a personalized path
• Referral bonus program to any of our locations

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.

Mid-Senior level

Full-time

Other

Hospitality