Assistant Guest Services Manager- ORB

Looking for a dedicated, knowledgeable Front Office Supervisor to join our management team at The Orbit One Vacation Villas in Orlando, FL!

Work Type:
Full-time. Hourly position.

Work Schedule:

40 hours a week, 8-hour shifts.

Must be open to work evenings, weekends, and holidays.

Robust benefits package available.

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys. Ensures rates match established parameter, document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Supplies guests with directions and information.

Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Processes all payment types, vouchers, paid-outs, charges, and provide change. Reports accidents, injuries, and unsafe work conditions to Sr Manager and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other team members.

Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance of arrival as needed.
• Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
• Speaks to guests and co-workers using clear, appropriate, and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talks with and listens to other team members to effectively exchange information.
• Exchanges information with other team members using electronic devices (e.g., pagers and two-way radios, email).
• Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Ensures rates match market codes and that any exceptions are documented and include an explanation.
• Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Accommodates requests for room changes when possible.
• Processes all…