Associate Manager, Guest Services - Smoky Mountain Property Management By Wyndham Vacation Rentals

Hotels Clubs and Spas
Front Office/Rooms Division
Department Head
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Associate Manager, Guest Services - Smoky Mountain Property Management By Wyndham Vacation Rentals
17 Nov 2016

Responsible for the training and supervision of Guest Services personnel. Maintain data on past/future room occupancy and other pertinent information. Maintain correspondence and accurate records/files for the property. Inform other departments of occupancy counts or changes. Addresses and resolves customer inquiries and complaints.

- Prepare and be accountable for the annual budget for front desk, concierge and guest attendant functions.

- Ensure front desk operations are functioning according to Wyndham Vacation Rentals' (WVR) policies and procedures. Check for accuracy all daily/monthly reports processed by front desk.

- Schedule guest service and concierge. Work closely with food and beverage, administration, housekeeping, and maintenance departments, keeping them informed of occupancy forecasts and changes.

- Hire, discharge, and motivate employees. Responsible for ensuring that all employees are trained and knowledgeable in providing premium guest service, and that all work is being completed in a timely and accurate manner.

- Keep Guest Services informed on WVR policies and procedures. Conduct employee reviews and performance evaluations.

- Deal efficiently with customer complaints. Ensure "special arrangement" requests by the guests are carried out. Monitor all guest services' personnel for courteousness and manner.

- Handle emergency situations.

- Follow-up on evening (after hours) work orders for Housekeeping.

- Order needed supplies for guest services related departments. Oversee uniforms for staff. Purchase reception amenities, etc. Monitor employee recognition programs and prizes. Oversee vendor activities.

- Perform Guest Services Representative duties as required.

Education: High School Diploma or GED. College degree in Business or Hospitality Management preferred. Experience: Minimum five years experience in guest and/or customer services with minimum of 3 year supervisory experience strongly preferred.

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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