Senior Manager of Guest Services in Kissimmee, FL at Holiday Inn Club Vacations

Date Posted: 5/29/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               



The Senior Manager of Guest Services is responsible for bringing the brand promise to life in all front-of-house service departments in medium to large resorts with moderately complex or high volume operations. This position serves as a guest advocate and key advisor to the Guest Services Director, Senior Director, or General Manager and leads the operation of front desk, security and/or resort transportation. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience and transportation experience and problem resolution.


  • Development of PDPs, evaluation and active coaching to develop Brandhearted guest facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development.
  • Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases.
  • Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
  • Development of departmental budgets and allocation of resources to meet financial goals.


Job Requirements

  • 5 years customer facing service/hospitality
  • 3 years leading teams
  • 1 year leading multiple business functions preferred
  • College degree is a plus
  • Bilingual a plus
  • Excellent verbal and written communication skills
  • Must be 21 years of age or older with valid state drivers license



  • Ability to adapt in fast paced work environment

  • Ability to Multi-Task, prioritize and manage time effectively

  • Strong interpersonal skills