Guest Services Manager

Evermore Orlando Resort Guest Services Manager

Shape the Next Generation of Vacations! Welcome to Evermore Orlando Resort, the resort that's redefining the Orlando vacation experience. Just steps away from Walt Disney World®, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest.

Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Evermore Orlando Resort is an expansive and technically complex property spanning 1,100 acres with multiple operational components. The resort integrates resort-owned vacation rental homes, large-scale water features, and extensive recreational infrastructure. The eight-acre Evermore Bay lagoon includes advanced water treatment, circulation, and safety systems that require continuous monitoring. Two championship golf courses, numerous pools, water sports facilities, and a wide range of amenities, including pickleball courts, event spaces, and dining venues, further enhance the offerings.

This diverse environment demands sophisticated engineering oversight to ensure optimal performance, safety, and reliability across all systems.

Key Responsibilities:

• Manage all functions of guest services team, including guest services agents, rooms control staff, night audit, and PBX operators to ensure a seamless and personalized guest experience throughout their stay.
• Be a visible leader in the operation, taking time to review operations and interact with guests and Team Members
• Create training materials for all guest services department positions including guest services, concierge, overnight and gate agents
• Create SOPs for the guest services department and keep them current through resort opening
• Set performance goals and conduct regular performance evaluations to foster a motivated and efficient team.
• Monitor and maintain the quality of guest services, identifying areas for improvement and implementing corrective measures.
• Provide guidance, training, support, and recognition to team members, ensuring they deliver exceptional service to guests
• Handle guest inquiries, complaints, and special requests in a prompt and professional manner.
• Implement strategies to enhance guest satisfaction and loyalty, ensuring that guests' needs are met or exceeded.
• Monitor room availability and ensure proper allocation of rooms based on guest preferences and booking requirements.
• Collaborate with housekeeping to ensure rooms are well-maintained and ready for guest arrivals.
• Manage staffing and training in conjunction with human resources, including hiring, training, and pre-opening activities
• Ensure guest service standards are upheld and monitor metrics, trends and feedback
• Supervise the PBX department and implement best practices for telephone etiquette and handling guest calls with a focus on courtesy and efficiency.
• Develop and maintain collaborative relationships with peers and other department leaders
• Assist in developing and managing the department's budget, ensuring efficient allocation of resources, including labor and expenses
• Ensure operations run efficiently daily while managing long-term project planning
• Stay up to date on guest services in the resort industry for benchmarking and new ideas
• Ensure safety and security protocols are properly trained, routinely inspected and adhered to daily
• Assist guests to their units with luggage as needed upon request.
• Perform other duties as assigned.
• Able to work weekends, holidays and rotating schedule.

Education,

Skills and Experience:

• Bachelor's degree in hospitality management, Business Administration, or a related field (preferred).
• 3+ years of guest service management within the high-end hospitality industry.
• Excellent communication, leadership, and interpersonal skills, with the ability to motivate and inspire a diverse team and interact with a wide range of people
• Excellent organizational and problem-solving abilities.
• Sound knowledge…