Guest Services Manager / Operations Manager

Responsibilities

The manager will oversee daily resort operations, including front desk and concierge staff, to ensure high standards of guest service and operational efficiency. They are responsible for training, scheduling, and coaching associates while managing financial and operational performance metrics.

Requirements

Candidates must have at least 2 years of experience in guest services or hotel operations and possess a degree in Hospitality, Business, or a related field. The role requires open availability, including weekends and holidays, to work a consistent 5-day weekly schedule.

Skills

• Operations Management
• Guest Services
• Staff Training
• SOP Development
• Front Desk Management
• Concierge Services
• Conflict Resolution
• Customer Service
• Financial Management
• Team Leadership
• Performance Monitoring
• Hospitality Management

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Short Term Disability
• Free Associate Parking
• Free Meal
• Resort Outlet Discount
• Hotel Discounts

About this role

We are looking for an experienced Guest Services / Operations Manager to join our team at Olde Naples. This is a great opportunity to be part of an organization that believes our team members are our most important resource and therefore takes great pride in individuals that help us achieve our resorts mission.

The incumbent is required to have previous Management experience in to be considered for this position. You must have open availability Monday - Sunday and willing to work 1:00 PM - 11:00 PM, 5 days/week. Compensation is based on experience but starting pay is $50,000 - $55,000 annually. 

Responsibilities

Assisting the Operational and Financial Management of the Property

* Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with our core values.
* Ability to create new SOP's and checklists to ensure operations are running as a whole
* Oversee front desk, concierge, and bell staff to ensure an optimal level of service and hospitality are provided to hotel guests.
* Work closely with all department head to ensure operations and the guest experience is smooth and efficient 
* Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
* Monitor and maintain the front office systems and equipment to ensure optimum performance.
* Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
* Handle guest complaints and resolve issues in a timely manner
* Perform other duties as requested by management, and needed for the department

Managing the Guest Experience

* Extends professionalism and courtesy to guests at all times.
* Motivates and encourages staff to solve guest related concerns.
* Provides excellent customer service by being readily available/approachable for all guests.
* Takes proactive approaches when dealing with guest concerns.
* Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Qualifications:

* Associate or Bachelor’s degree preferred or
* 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in the guest services, front desk, housekeeping, or related professional area.
* Intermediate knowledge of overall hotel operations.
* Work schedule varies and may include working on holidays, weekends and alternate shifts.

Benefits:

* Health Insurance
* Dental Insurance
* Vision Insurance
* Life Insurance
* 401(k)
* Short Term Disability 
* Free Associate Parking
* Free Meal for every shift worked
* 25% Discount on Resort Outlets
* Hotel Discounts with OPAL
* Friends and Family Discount

This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.

The company also conducts post-offer employment verification, motor vehicle, and criminal background checks. 

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.