Guest Services Manager

Come be part of something big, where you make dream vacations a reality for all that visit the Grove Resort & Water Park, an expansive 106-acre hotel destination located just six miles from Walt Disney World. The opportunity to grow your career is endless and abundant. We want you to be part of our large family of fun and rewarding experiences.

Join Spire Hospitality in helping create unforgettable guest experiences.

We're redefining hospitality with a focus on People, Passion, and Purpose. Join Us!

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place. Bringing our People, Purpose, and Passion to life across our portfolio of 30+ properties in 19 states across America.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Weekend/flexible availability

Job Overview: Oversees all Front Office Operations to ensure profitability, control costs and quality standards required for total guest satisfaction.

Responsibilities and Duties:

• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

• Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar.

• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in the details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.

• Implement and monitor all corporate/brand marketing programs.

• Perform room inspections, which requires bending, stooping, reaching overhead, and moving throughout guest floors.

• Assists in check in/check out of guests or any related guest service activity.

• Perform other duties as requested. For example, special requests from guests.

• Participates in Manager on Duty program requiring weekend stay-over, constant monitoring throughout hotel and troubleshooting problems.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Considerable knowledge of computer systems for registration, reservations and backup systems.

• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Ability to read, write, speak and understand the English language to communicate with guests and employees.

• Thorough organization and supervisory skills proficient in accomplishing the task.

• Ability to develop subordinates to enhance advancement in the hotel and company.

• Ability to analyze complex statistical data and make judgments accordingly.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

• Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations, and procedures to maintain a safe environment.

Working Conditions:

Physical Demands:

Sedentary work: Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Qualifications:

• Any combination of education and experience, that provides the required knowledge, skills, and abilities. College education preferred.

• A minimum of three-plus years of responsible leadership experience in management or supervisory positions preferred.

• Additional language ability preferred.

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge of skills and abilities. College degree is preferred.

Experience:

• three-plus years front office management experience preferred.

• Additional language ability preferred.

• Hospitality experience, two years preferred.

Benefits:

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!