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Guest Services Manager

Hyatt Isle of Palms, SC
  • Expired: over a month ago. Applications are no longer accepted.
Wild Dunes Resort SC - Isle of Palms

Guest Services

Department Head/Manager

Full-time

Yearly US Dollar (USD) pay basis

Req ID: ISL000185

US-SC-Isle of Palms


Summary

The Guest Services Manager is primarily responsible for leading the call center and dispatch department (WENDI) as well as on property guest transportation. She/he is the liaison between the Guest Services team and other departmental leaders including but not limited to Housekeeping, Front Office, Engineering, Food and Beverage, Reservations, Accounting, Property Management and Sales & Marketing. She/he is responsible for all daily guest services tasks and duties as well as; scheduling, inventories, training new staff to Four Diamond levels, resolving customer challenges, and aiding in all departments of Wild Dunes Resort.


Essential job functions:
  • Greets and welcomes guests
  • Manage resort call center (WENDI)
  • Manage guest transportation drivers (Sprinters)
  • Ensuring daily check lists are completed and signed

  • Monitor phone etiquette and guest interactions of team members

  • Holding regular meetings with other departmental leaders to insure best practices are being used to complete tasks efficiently

  • Troubleshoots recurring challenges preventing the quick completion of guest and Colleague requests

  • Monitoring work order system for guest requests to ensure quick resolution

  • Training and supervising Guest Services personnel

  • Assist guest to ensure expectations are exceeded when fielding phone calls

  • Answers all incoming resort phone calls, in a friendly upbeat tone

  • Lead by example in taking ownership of guest and Colleague requests and following up to insure completion

  • Relays messages accurately
  • Monitor physical condition of resort transportation vehicles

  • Arrange for any necessary vehicle maintenance on resort transportation vehicles

  • Provides general resort information to guests and Colleagues
  • Receives and sends guests faxes
  • Forwards incoming faxes to designated departments
  • Organize and supervise all mail room functions
  • Develop and maintain strong relationships with all resort departments through communication and regular face to face interaction

  • Always maintains a professional demeanor and attitude

  • Assists the Guest Services teams and other departments as necessary

  • Champion the use of all resort systems to organize and track all guest related tasks and commitments

  • Maintains a resolution log for the resort and follows-up with managers on pending issues

  • Communicates all pertinent information to the Manager on Duty Team.

  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to Manager On-Duty.

  • Maintains oversight of HotSos work ticket system and runs monthly reports to determine efficiency levels of responding Colleagues

  • Acts with responsibility towards all company property, supplies and equipment.

  • Maintains a professional appearance. Follows all Wild Dunes Resort dress code standards.

  • Remains alert, courteous and helpful to the guests and colleagues at all times.

  • Communicate with all departments regarding any special need a guest may have

  • Maintain an up to date working knowledge of all resort amenities as well as any special events.

  • Attend all appropriate meetings to stay on top of any new projects, policies or procedures occurring on the resort

  • Provide professional communication via telephone, e-mail and written form.

  • Conduct daily pre-shift meetings to ensure all information for the day is passed to the wendi team.

  • Aid Front Office management in additional projects when requested

  • Keep accurate inventories of all supplies
  • Scheduling
  • Contacts appropriate party, if necessary, when a guest problem is reported

  • Provides general resort information for guests. One must have a general knowledge of the City of Charleston and surrounding areas.

  • Promotes and uses all 4 and 5 diamond guest service standards

  • Holds team accountable for all 4 and 5 diamond guest service standards

  • Resolves guest problems and is empowered to act in absence of guest services manager

  • Performing courtesy call backs to guests inquiring into their stay and room appearance
  • Maintains an up to date working knowledge of all resort amenities as well as any special events

  • Communicates all pertinent information to the Front Office team

  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty manager.

  • Acts with responsibility towards all company property, supplies and equipment.

  • Must help keep front desk and all Colleague areas clean
  • Attend all monthly and required resort meetings
  • Maintains a professional appearance. Follows all Wild Dunes Resort dress code standards.

  • Remains alert, courteous and helpful to the guests and colleagues at all times.


Qualifications

  • 4 year undergraduate degree preferred
  • Prior hospitality experience preferred
  • At least 3 years customer service experience in a high volume setting preferred

  • Experience in a Four-Diamond quality organization preferred

  • Knowledge in property management systems is a highly desirable

Hyatt

Address

Isle of Palms, SC
USA