Guest Services Manager

Full-Time

Omni Bedford Springs Resort & Spa

Join our award-winning team of associates at the luxurious and exquisite Omni Bedford Springs Resort & Spa. More than just a sought-after destination for travelers worldwide, the Omni Bedford Springs Resort & Spa flawlessly combines a rich history and historic charm with all of the modern conveniences one would expect from a four-diamond hotel property. The Omni Bedford Springs Resort & Spa offers unparalleled service and amenities to thousands of travelers each year.

Our Omni Bedford Springs Resort & Spa 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 Bedford Springs Resort & Spa may be your perfect match.

The Guest Services Manager is responsible for maintaining the highest levels of customer service at four-diamond standards to all resort guests during the arrival and departure process at the Omni Bedford Springs Resort & Spa through training, guest service recovery and adherence to established department and resort SOPs, associate handbook and Omni policies and best practices

• Responds to all guest requests appropriately and remains alert, courteous, and helpful to guests and fellow associates at all times.
• Greet guests immediately, pleasantly and with undivided attention.
• Act as leader of Guest Services, such as by communicating needed tasks to next available Guest Service Agent and ensure that tasks are being completed in an efficient manner.
• Communicate needs or concerns (i.e. equipment, scheduling suggestions, etc) to management team.
• Communicate daily with previous and incoming shifts (Managers, PBX, Night Runner/Audit, etc)
• Help coordinate hiring and training of new associates
• Schedule Guest Services department members on a weekly basis; Manage labor and expenses appropriately.
• Work with Golf Department to handle guests’ golf clubs during arrival and departure
• Attend weekly resume meetings and communicate information regarding groups to team
• Follow all Loss Prevention procedures regarding guest property; absolute respect and safety for guest and company property should always be exercised.
• Ensure that bell stand/front drive and bell closet areas are clean and organized; that associates are posted with no inappropriate behavior occurring and that valet tickets and water cooler are well stocked.
• Keeping track of any guest issues that may be brought to their attention and offering compensation when necessary and passing along relevant information to front desk staff.
• Reports to work on time and according to posted schedule; follows procedures for clocking in and out, completion of time edit sheets, and PTO request forms, if applicable.
• Must be able to push and pull large bell carts along with lifting heavy luggage in and out of vehicles. Must be able to stand for long periods of time.

• High School graduate or equivalent
• Must have a clean driving record; preferred experience driving stick/manual vehicles
• Must be 21 years of age or older
• General computer proficiency; ability to learn hotel computer programs, Microsoft Word & Excel
• Preferred experience or education in hospitality or the service industry
• Excellent communication skills
• Ability to act as an effective leader
• Ability to stand for long periods of time and to work in all types of weather