Guest Services Manager

Benefits

• Medical, Dental, Vision Insurance
• Paid vacation, paid Holidays
• 401k plan with employer match
• Long and short-term Disability
• Major Illness Insurance
• Accident Insurance
• Limited access to some resort amenities (Golf, etc)
• Retail and dining discounts
• Discounts at all Crescent Hotels & Resorts properties

The lake life is calling. Where genuine Texas Hospitality meets luxury, Horseshoe Bay Resort is nestled on the shores of beautiful Lake LBJ in the Central Texas Hill Country. We're on 17,000 acres with close proximity to Austin, multiple lakes, State Parks, and some of the best golf in the United States; it's an outdoor lover's dream. When you work in paradise, is it still called work?

No matter your career destination, we can help you get there!

With our commitment to Diversity, Equity, Inclusion, and Belonging, everyone can create their own success story at Horseshoe Bay Resort. Great benefits packages, subsidized housing, competitive pay, and scheduled reviews and raises, growth opportunity through our Manager in Training Program (MIT), and fun associate outings and events throughout the year are just a few of the MANY reasons to join our team. What are you waiting for?

Job Benefits

• Associate housing and shuttle service
• Weekly meal subsidies
• Golf and Amenity Privileges*
• Associate discounts

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  • Retail and Dining at Horseshoe Bay Resort
  • Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.
  
  
  
  

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
• Critical Illness and Accident plans
• Associate Relief Fund

*Privileges based on occupancy and business levels

Definition:

The Guest Services Manager maintains affiliate relationships, manages fleet maintenance, and organizes department schedules. Additional duties include balancing payroll, budgets, staffing, gratuities, reservations, events, group programs and transportation to and airports in Austin and San Antonio. This position requires 24 hour availability, in order to react to situations and last minute guest requests.

The Guest Services Manager supervises the concierge, bell, valet and driving associates to ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. Responsible for hiring, training and developing staff so they are hospitable, outgoing, and guest-oriented.

General Duties:

* Oversee all day-to-day operations for resort transportation needs including valet, detailing, and driver commitments.

* Maintain proper staffing levels by hiring staff and training all new associates.

* Maintain all department vehicles including maintenance, licensing, and cleanliness.

* Responsible for researching and understanding specific logistical information for all transportation runs.

* Maintain professional composure in high stress situations in order to make last-minute changes.

* Maintain a constant awareness of resort amenity schedules and promotions to keep staff properly informed.

* Organize pricing structure and reservation process for members, resort, and hotel guests.

* Act as a liaison between the Front Desk, Concierge and Transportation/Bell Staff to be able to provide the best service to guests.

* Being the permanent Lobby Ambassador, anticipating guest needs and taking action in timely fashion.

* Responsible for handling all guest requests and resolving any guest complaints.

* Manage the concierge, bell, valet, and driver team.

* Greet and welcome guests to the Hotel.

* Document and escalate concerns and issues to management, as necessary.

* Handle calls and assist with guest requests.

* Ensure vendor contracts and meetings are initiated together with the front office manager.

* Monitor appearance and behavior of staff. Ensure compliance with grooming standards. Model compliance with grooming standards.

* Train and develop associates' communication, hospitality, customer care, safety, and technical skills.

* Know resort contracts and always honor them.

* Provide in-depth information about the rooms and their locations, services, and facilities of the hotel.

* Know emergency notification procedures and act promptly in emergency situations.

* Supervise the areas of the lobby and main entrance.

Employment Standards:

* High school diploma or GED and one or more years of customer relations experience required.

* Concierge experience in hotel, retail and/or restaurant environment strongly preferred.

* Supervisory management experience required.

* Bi-lingual in Spanish preferred.

* Supervisory and process management skills to coordinate staff, scheduling, and services.

* Business acumen to work with third party vendors and coordinate services.

* Knowledge of concierge services, resident and guest relations and best practices.

* Customer service skills and attention to detail.

* Skill and ability to communicate clearly and concisely verbally and in writing.

* Adaptability to change and flexibility to reprioritize tasks accordingly.

* Knowledge and skills to handle and organize multiple tasks, prioritize, and meet deadlines.

* General computer skills with Microsoft Office applications (Word, Outlook, etc.).

* Skill and ability to work independently and as part of a team.

Physical & Mental Requirements:

* Able to talk and hear.

* Able to walk; use hands to finger, handle or feel; and reach with hands and arms.

* Able to stand for extended periods of time.

* Able to use hands to finger, handle or feel; reach with hands and arms; and talk or hear.

* Able to occasionally lift office products and supplies up to 20 pounds.

* Able to use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.