Front Desk Resort Services Manager

Nickelodeon Suites Resort, now the Holiday Inn Resort Orlando Suites – Waterpark (as of June 1, 2016) is seeking a Resort Services Manager to help oversee the Front Desk, Bell Stand, and Reservations. This position reports to the Director of Resort Services.

Essential Duties & Responsibilities:

• Responds to all calls and opportunities for providing exemplary response to Guest issues ASAP.
• Inspect suites to ensure they meet the quality standards as defined.
• Maintains awareness regarding established brand standards.
• Develops statistical data and produces specifications to determine present standards and establish proposed quality expectancy of finished product.
• Maintains quality objectives complementary to corporate policies.
• Implements inspection criteria.
• Interprets quality philosophy to key personnel.
• Maximizes product reliability while minimizing and controlling related costs.
• Applies total quality management tools, directs workers engaged in inspections and directs environmental test functions as required.
• Designs and implements quality training programs.
• Investigates and adjusts customer complaints regarding quality.
• Ensures the timely interaction and communication with all departments/management to provide for the integration of quality guest service standards.
• Provides for the effective management of people and process in accordance with company Management Performance Standards.
• Provides quality guest and team member service in accordance with company Quality Service Performance Standards and Behaviors.
• Serves as a role model for company Quality Guest Service Standards and Behaviors

Basic Skills Requirements:

• Ability to maintain composure in difficult situations.
• Ability to read and interpret documents such as safety rules, operating and safety instructions, technical journals, financial reports, legal document, and procedure manuals. Ability to write simple correspondence.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to calculate figures and amounts of cash such as discounts, interests, commissions, proportions, percentages.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to deal with problems involving few concrete variables in standardized situations.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to meet company Quality Service Performance Standards.
• Flexible schedule availability is mandatory.

Job Type: Full-time

Required experience:

• 3-5 years experience working as a Front Desk Manager in a Hotel or Resort: 3 years

Required education:

• Associate