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Assistant Guest Services Manager - Worldmark Tropicana Resort

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Assistant Guest Services Manager - Worldmark Tropicana Resort

  • Central Location, Las Vegas, Nevada, United States, 89169
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Summary

The Assistant Guest Services Manager serves as a supporting role to Guest Services Manager. He/She will partner with the Guest Services Manager in the leadership, planning, organization, and direction for the Guest Services Department in the most efficient and effective manner possible, while maintaining the company’s expected high quality standards and Count On Me philosophy.  The Assistant Guest Services Manager is will oversee daily operations of the Guest Services Department, provide supervision and direction to the Guest Services Associates; may oversee additional departments as business needs dictate. Responsibility includes fostering and maintaining a positive relationship with owners, guests, and other site departments.

Essential Job Functions

Responsibilities include, but are not limited to:

Responsible for maintaining the overall operation of the Guest Services Department: Assist Guest Services Manager in the daily operations of the department, handle guest issues to resolution and monitor guest satisfaction by evaluating surveys.  Ensure the Guest Services Department meets quality, internal, and loss prevention standards. Identify process improvements and best practices.  Provide feedback and develop processes to improve the guest experience. Coordinate and verify guest reservation information to maximize occupancy and oversee the compilation of weekly reservations and occupancy statistics as required. Demonstrate a passion and understanding of company goals, concepts, practices, and procedures for managed work group(s) and how they support related operations. ( 35 % time) Maintain positive customer and associate relationships: Embrace and exhibit the highest level of ethics and integrity consistent with Wyndham standards, demonstrate an ability to motivate and communicate expectations with humility and respect. Assist Guest Services Manager in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others.  Partner with Guest Services Manager and Human Resources to minimize employee relations issues with particular emphasis on documentation, harassment and discrimination. (35%) Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, preparing schedules, ordering, inventory management, and other administrative duties as needed.  Ensure the Guest Services department meets all Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, and Guest Service Department Operating Procedure standards. ( 15% time) Build a “Count On Me” Culture: Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience.    (10% time) Performs other duties as needed (5% time)

Minimum Requirements and Qualifications

Education

  • High school diploma or equivalent

Training requirements

  • N/A

Knowledge and skills

  • Ability to communicate effectively with employees, guests and owners
  • Ability to demonstrate good judgment when dealing with guests and staff members
  • Excellent customer service skills
  • Ability to multi-task and work in a fast paced environment

Technical Skills

  • Ability to learn new programs such as company reporting and associate timekeeping

Job experience

  • Two years of supervisory/management experience
  • Hotel / hospitality or vacation ownership experience preferred

                                            

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

Describe the following:

Level of decision making authority

  • Must be able to make decision independently and quickly as they relate to customer service and management.

Level of autonomy

  • Moderate level of autonomy; reports to Guest Services Manager

The impact of his/her decision on the organization

  • Overall guest and owner experience
  • Employee satisfaction and retention

Supervisory responsibility:

  • Responsible for the supervision of all Guest Services staff including but not limited to Guest Services Attendants, Bell Staff and others.

Scope/Financial Responsibility

  • Responsible for assisting in development and monitoring departmental operating budgets
  • Responsible for department inventory
  • Responsible in appropriate scheduling and overtime management

Organizational Relationships

Interacts with supervisors, managers, and peers. May interact with outside vendors and HOA’s. May exert influence on daily business decision.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-27058

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