Guest Services Manager
Oil Nut Bay
Localização do trabalho
British Virgin Islands
Status de emprego
Tempo total
Detalhes sobre a oferta de trabalho
Oil Nut Bay, a luxury residential community (www.oilnutbay.com) on the island of Virgin Gorda in the British Virgin Islands, is looking to hire a full-time Guest Services Manager. The position is responsible for leading the daily operations of the Guest Services department. The candidate must be detail oriented at a luxury level to ensure the highest level of service to guests, homeowners and coworkers.
Responsibilities
• Responsible for Front Desk, Concierge, Drivers/Bellmen, Activities Coordinator (along with Water Sports Manager)
• Prepare departmental schedule, update and maintain payroll
• Recruit and develop the Guest Services team
• Train all team members to the standards of the department and company
• Prepare and initiate probation, 6-months and one-year evaluations of the team members
• Identify team goals and evaluate the progress
• Monitor and supervise team appearance and behavior in compliance with the company set goals and standards
• Assist resolving employee issues and disputes
• Take disciplinary action for team members whenever necessary
• Assign and delegate daily, weekly or monthly tasks to team members
• Lead Handover meetings
• Assure that all vendor invoices are correct, updated in the system and submitted to the accounts department in a timely manner
• Handle monthly reports and folios
• Assist with departmental budgets
• Review monthly P&Ls
• Ensure smooth communication between the company and the guests & homeowners by monitoring cocktail party invites, activities calendar emails and any other property updates to ensure they are send out in a timely manner and up to company standards
• Manage operations of Nuthouse Kids Club and Nature Center
• Review weekly activities calendar along with the Water Sports Manager
• Active member of the Festive planning committee
• Support any events hosted by Oil Nut Bay
• Monitor inventory of the operating supplies and submitting PO’s when stock is low
• Responsible for issuing and updating Standard Operating Procedures (SOP’s)
• Monitor if all information were entered correctly into the PMS system, Concierge software or any other used software program of the company. Correct wherever needed
• Monitor if final folio check is completed and correct
• Monitor and report any open folios
• Handle follow-up stay departure e-mails
• Check any upcoming reservations if information are complete and correct, follow-up with the team in case information still have to be updated or collected
• Collect and handle guest feedback and complaints
• Update and suggest any documents, templates, content changes etc. for the department
• Assist reservations department when required
• Assist Spa and Wellness Department when required
• Perform any other duties as assigned
Qualifications
• Must be knowledgeable on all facets of Oil Nut Bay
• Proficient in working with PMS system OPERA or OPERA Cloud
• Proactive and self-motivated to work efficiently and to identify what needs to be accomplished
• Ability to solve problems and have a “can do attitude” that gets the job done
• Polite and confident with a great deal of patience
• Exert a high attention to detail and maintain a 5-star service mentality
• Excellent communication skills
• Experienced in training team members
• Ability to deal with ambiguity and a regularly changing work environment
• Obtain and maintain licensing or training as required by Employer or Government body (i.e food handlers’ certificate)
• Hospitality degree preferred
• Responsible for any other tasks as assigned. Job duties and responsibilities may vary at times and throughout the season
• Minimum of 1 year of work experience as Assistant Front Office Manager or Manager
• Minimum of 3 years of work experience in a 5-star luxury property
• Ability in multitasking and time-management
• Driver’s license required
