Guest Services Manager

Overview

Orlando Resort at Championsgate

The Omni Orlando Resort at ChampionsGate is surrounded by 36 holes of championship Orlando golf and 15 acres of recreation, this four-diamond resort is one of the nation's premier golf, meeting and leisure retreats. In addition to walk-out golf, guests may choose to relax in our signature Mokara spa, dine in one of our five restaurants or enjoy 15 acres of pools and recreation activities including the 850-foot lazy river.

Omni Orlando’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Orlando Resort at ChampionsGate may be your perfect match.

Job Description

To create an atmosphere conducive to the prompt and efficient handling of all guests needs.

Responsibilities

• Must be able to provide direct supervision and development of Guest Services Department.
• Must be able to assist guests with all their needs.
• Must be able to assist with Front Office responsibilities.
• Manages day to day operation of guest services department including concierge, guest relations, valet, transportation and bellman.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, Reservations, Front Office and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Oversee and ensure processes for packages and amenities are completed timely to ensure guest satisfaction.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targeted markets.
• Train, cross-train and retrain employees in the department.
• Maintain high standards of communications, verbal and written to resolve guest issues.
• Exhibit high energy and enthusiasm while promoting the hotel.
• Maintain consistent presence during the peak arrival and departure times (i.e. interacting with the guests while they are waiting in the line).
• Be available to provide directional assistance to conference attendees/guests between meetings and function breaks.
• Conduct daily walk-through inspections of front drives lobby and public space. Report problems as needed.
• Asset management of all bell carts, golf carts, and shuttles to ensure all are safe and daily inspections are conducted.
• Maintain good working relationships and establish communication with all departments.
• Oversee Disney and VIP transportation logs for pickup and drop-offs
• Scheduling and payroll for department.
• Attending/conduct departmental meetings, shift briefings/line ups to share trends and concerns as they relate to various departments.
• Conduct Welcome Calls to all VIPs on their arrival day.
• Be available via radio to respond to any guest concerns or emergencies that may arise hotel wide.
• Provide thorough follow-up to guest requests and service deficiencies.
• Proactively anticipate guest needs/maintain continuous contact with hotel guests to ensure that any challenges are resolved quickly, efficiently, and courteously.
• Run, trace reports & special service request reports to ensure guest requests are fulfilled.
• Responsible for aiding with scheduling, payroll, project management, financial checklists, ordering and receiving.
• Ensure that safety procedures are being followed according to Omni standards
• Conduct public area/guest room inspections and follow up accordingly.
• Ensure data provided in Alice is accurate and user friendly.
• Research, communicate, resolve, and close all Medallia and Elmer Alerts within 48 hours. (give direction to the Guest Relations Ambassador)

Qualifications

• 1 year of hotel/resort supervisory experience required.
• 1 year of experience in Front Office/Rooms Division
• Upscale hotel/resort experience preferred.
• Degree in Hotel Management preferred.
• Must have outstanding verbal and written communication skills, ability to coach, counsel, advise, mentor, and motivate associates and managers at all levels.
• Must be proficient using Microsoft Office products.
• Ability to converse calmly with guests, managers, and associates in intense emotional situations.
• Candidate must be meticulous, can multi-task and complete projects simultaneously within deadlines and have strong record keeping abilities.
• Candidate must have the ability to always maintain positive and supportive communication, professionalism and confidentiality are all key requirements of this position.

Working Environment:

• Interior and on occasion exterior of hotel with exposure to weather conditions, including extreme heat and humidity.

Physical Job Requirements (for essential functions only)

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 40 pounds without assistance.
• Ability to stand for long periods of time.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement