Job Description
Join our award-winning luxury beachfront resort and lead our exceptional guest experience team! Oceanview Resort & Spa seeks a dynamic Guest Services Manager to oversee all front desk operations, VIP guest relations, and team leadership. You'll be the cornerstone of our commitment to creating unforgettable coastal memories for discerning travelers from around the globe.
As a key member of our executive team, you'll implement innovative service protocols, mentor our hospitality talent, and drive operational excellence. Enjoy competitive benefits including health insurance, resort discounts, and professional development opportunities in Virginia's premier coastal destination.
Responsibilities
- Lead and mentor 15+ guest service associates through daily training and performance management
- Design and execute personalized VIP guest experiences for high-profile clientele
- Resolve complex guest concerns with empathy and creative solutions
- Optimize front desk operations using Opera PMS and yield management systems
- Collaborate with housekeeping, concierge, and F&B teams for seamless service delivery
- Analyze guest feedback to implement continuous improvement initiatives
- Coordinate special event accommodations and group check-in procedures
Qualifications
- 5+ years luxury hotel experience with 2+ years in supervisory role
- Advanced proficiency in Opera PMS and revenue management systems
- Proven crisis management and conflict resolution expertise
- Exceptional leadership abilities with team development track record
- Valid Virginia Food Protection Manager certification preferred
- Proficiency in multiple languages (Spanish/Portuguese advantageous)
- Strong financial acumen for budget management and expense control
- Ability to work flexible schedules including nights, weekends, and holidays