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Guest Services Manager

Vantage Resort Realty of Maryland is seeking an experienced Guest Services Manager.  This position manages the total guest experience by assuring the Guests Services team provides the highest level of customer service, as the guests’ first point of contact.  It is responsible for ensuring the guests are given all reserved items and their concerns are addressed.  It oversees and coordinates all front desk activities to make certain all guests requests are handled in a timely manner, by ensuring requests are directed to the appropriate department.

 

Position Goals and Responsibilities:

  • This position is responsible for developing the standards for customer service provided by the Guest Services team to all guests, creating approachability and a welcoming environment:
    • Oversee the guests check-in/check-out process, assisting the team when needed
    • Audit Guest Lodging Agreements to ensure all are returned within 5 days, including assigning lists of pending clients to the team to contact regarding outstanding agreements
    • Ensure Guest Lodging Agreements & payments are processed according to guidelines
    • Assign a team member to run daily and weekly arrival reports
    • Run daily Manager Reports and respond to guests in a timely and effective manner
    • Ensure team daily and weekly checklists are completed
    • Verify all staff are logged into phone system daily, check messages on all lines
    • Distribute mail daily
    • Hire and supervise training of new staff
    • Offseason preparation of keys, passes, fobs, etc. for all properties
    • Confirm sufficient documentation of guest interactions & transactions have been provided
    • Ensure check-in packages have been prepared and late arrival packages are in all lockboxes
    • Maintain integrity of key access and key sign out logs
    • Prepare staff schedules, monitor for attendance and accountability for tasks
    • Engage with local businesses for partnerships and promotions
    • Maintain awareness of all local events, happenings and potential impact (positive or negative) to guests
    • Distribute brochures regularly to Chamber of Commerce and Convention Center
    • Establish  “WOW!” for guests,- whether it's arranging for a bottle of champagne in their room or supplying a gift basket for a special anniversary, surprise the guest and make their vacation with Vantage special
    • Demonstrate and promote a strong commitment from all staff to providing the best possible experience for all guests
    • Make certain the team sells the value of Vantage Resort Realty (Vantage) to all inquiries, via telephone and in-person
    • Responsible for thorough understanding and effective performance of Vantage’s Client Management Database, Barefoot, including team training and instructions
    • Respond to all escalated guests requests and follow guest conflict resolution protocols through to assure a satisfactory outcome and compliance
    • Offer guests assistance when needed and possible

 

  • Provide a variety of administrative and miscellaneous support to the Vantage team to ensure a guest satisfaction and promote client and guest retention:
    • Maintain an organized work area, ensuring the lobby, exterior and Front Desk area of each Vantage office are cleaned daily
    • Assist other departments whenever possible with guest/client concerns
    • Prepare reporting as required

 

Qualifications:

To be considered for this position all candidates must have the following:

  • BS in Hospitality preferred
  • 3-5 years Guest Services Management in the Hospitality Industry (Vacation Rentals, Hotel, Travel Agency, etc.)
  • Proficient in Microsoft Suite, additional computer skills a plus
  • MUST have weekend and evening hour availability

 

Applicant MUST have the following skills:

  • Able to mentor, coach and develop a team
  • Ability to delegate and manage delegated items while executing their own tasks
  • Highly organized and detail oriented
  • Acute sense of urgency, with strong time management skills- regularly beating deadlines with accurate work
  • Strong follow-up skills and accountability
  • Strong communication skills—Verbal and Written, and be able to speak quickly on their toes
  • Ability to prioritize and multi-task

 

Company Overview:

Vantage Resort Realty is the fastest growing vacation rental company in Ocean City.  In just four seasons, we have become the second largest vacation rental manager in one of the most competitive vacation rental markets in the US.  In addition, we have become the leader in the luxury vacation rental market and have the best inventory in Ocean City.  We have done this by building a very innovative and unique company that doesn’t follow the established mold.  In addition, we offer our guests exclusive benefits that rival 5 Star Hotels. These benefits include Free Concierge Service, Business Center, Free Gym Membership, and many more. 

Our staff enjoys incredible benefits including tuition reimbursement, medical and dental plans, 401k, impressive PTO (paid time off) and fabulous vacation benefits.  Our travel program allows team members to travel to any of our 1,500 affiliate properties throughout the US, Mexico, and the Caribbean for only $248/week.  Compensation package includes base salary and aggressive commission program. 

Vantage Resort Realty reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

 

 

 

 

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