Guest Services Manager

The basic function of a Guest Services Manager (GSM) is to help all guest service staff drive the initial positive impression for guests choosing Chula Vista Resort (CVR), give customers and clients of CVR and the Wisconsin Dells area the most accurate information in a friendly and personable manner, and leave each guest with the best customer impression upon their departure.

By achieving the highest customer satisfaction possible and fulfilling the related goals and objectives of Chula Vista Resort, the GSM assists the business in driving profitability. The GSM will further assist Guests Services agents in achieving the goals set forth in their job descriptions. Guest Services refers to guest services agents, night auditors, and PBX operators.

The primary responsibilities and duties of this position consist of, but are not limited to, the following:

• Become a systems and subject matter expert for the Front Desk and C-Res. This includes but is not limited to attaining fluency in current PMS, POS, CMMS, and guest engagement platforms.
• Become a subject matter expert in Wyndham Rewards, edesk, Wyn Care and Count on Me philosophy.
• Respond to guest inquiries and/or guest recovery opportunities (verbal or written) within 72 hours.
• Develop and implement training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Make sure all new staff is given extensive and ongoing training. Review with the trainers constantly to help ensure they are keeping to the guidelines and that new hires are adapting well.
• Create the highest customer satisfaction possible by ensuring prompt, friendly, quality, and knowledgeable service.
• Review and adhere to established guest recovery approach and related SOPs. Maintain a consistent focus on proportional compensation approach.
• Safeguard the confidentiality of the customer, company, and all employee information.
• Manage daily staffing levels of the front desk to ensure scheduling is sufficient to meet established service standards while adhering to departmental budgetary guidelines.
• Interview and hire staff as needed to ensure service standards are met while maintaining budget goals.
• Stay on top of current CVR marketing campaigns, holiday events, etc., to ensure all guest service employees are prepared to respond to guest inquiries.
• Work with DOO to establish annual budget and staffing plan.
• Maintain inter-departmental communication to ensure service standards are met.
• Audit systems access to maintain accurate user database (PMS).

Required - High School Diploma

Preferred - Bachelors Degree in Hospitality

Required - 3 years experience working in related field, or management experience.

Preferred - 3 years experience plus a Bachelors Degree in Hospitality.

The ability to work with other people effectively and with other staff positions is important. Must be detail oriented. Must be able to train and motivate others while clearly defining objectives. Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities as they occur. The knowledge of training methods and procedures and the ability to implement them is essential.

Must always be polite, engaged, and motivated to act with the guest's best interests in mind.

• Consistently performs all duties and responsibilities on time and in a satisfactory manner.
• Consistently meets the profitability and cost objectives for the tasks performed and maintains a high degree of customer satisfaction.
• Treats every guest as the most important guest (VIP). Therefore, demonstrating tolerance for all guests regardless of personal views.
• Has attained training to a level sufficient to support the resort's needs.
• Consistently safeguards and protects company assets under his or her care.
• Effectively and efficiently utilizes manpower under his or her supervision.
• Ensures that high quality and service standards are maintained and good business practices are followed and maintained, including…