SUMMARY OF OVERALL PURPOSE:
The Guest Services Manager, Night Operations is responsible for overseeing the Guest Services Night Audit and Security teams, as well as contracted security while on GKTW property. This role liaisons with all departments regarding Village and guest service/safety issues while ensuring the perfect guest experience for every guest.
KEY ACCOUNTABILITIES
Safety and Security
· Serve as a liaison for all safety and security issues with all departments, guests, and volunteers Village wide.
· Daily communication with appropriate operating departments regarding safety and cleanliness.
· Maintain relationship with third party security vendors and schedule contracted labor as needed.
· Maintain a thorough understanding of property access points and ensure compliance with nightly security rounds.
Village Support
· Focus on all service, operations and asset management (i.e., Nuvola.)
· Support the nightly operations of the Housekeeping, Engineering, Entertainment, Volunteer Services, Food & Beverage, Guest Services and Support Services teams.
· Coordinates with other departments in a collaborative manner to resolve any issues.
Guest Services
· Communicate with and assist wish families while on their wish trips.
· Handle escalated guest concerns.
· Maintain a thorough understanding of nightly audit procedures and ensure compliance with overnight auditors.
· Maintain a thorough understanding of guest photo management procedures and ensure compliance with overnight staff.
· Fulfill Manager on Duty role where needed to ensure business needs are met.
Staff Management
· Provide direction, leadership and support to Manager on Duty, Guest Services Agent and Third Shift teams that mirror the mission and core values of the organization.
· Ensure adequate staffing coverage of operating areas by creating and distributing schedules that reflect business needs.
· Recruit, hire, coach, manage, and mentor Security and Night Audit teams.
· Conduct regular 1:1 sessions and annual reviews with each direct report to ensure alignment between expectations and team member performance.
· Maintain documentation to inform and measure direct reports performance.
· Recognize achievements being made in all areas of the department and create area celebrations for surpassing expectations.
All other duties as assigned.
SUPERVISORY SCOPE
Number of Direct Reports: 6
Number of Indirect Reports: 0
PHYSICAL DEMANDS BEYOND NORMAL OFFICE ENVIRONMENT
- Ability to lift/move objects up to 50 lbs.
- Ability to stand for extended periods of time.
- Work a flexible shift to meet department needs, this includes availability for nights, weekends, and holidays.
- Work in all weather conditions.
SKILLS, COMPETENCIES, EDUCATION AND EXPERIENCE
- Proven experience to delivery exceptional customer service.
- Demonstrates great attention to detail.
- Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment.
- Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders.
- Must be able to use creative problem-solving skills and demonstrate decisiveness.
- Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner.
- Proficient in PC skills including Microsoft Outlook (Office, Word, Excel.)
- Must meet acceptable attendance and punctuality requirements, which are essential functions for the position.
- Ability to operate a motorized vehicle, including battery-operated golf cart.
- Valid driver's license and clean driving record.
- High School Diploma.
- 5 or more years of experience in hospitality.
- At least 2 years of managerial experience.
- Bachelor’s Degree, preferred.
Pay: $53,800.00 - $60,000.00 per year
Benefits:
- 401(k) matching
- 403(b)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Free parking
- Health insurance
- Health savings account
- Life insurance
- Paid jury duty
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
