Guest Services Manager - Signia by Hilton Diplomat Beach Resort

This position will report the director/assistant director of front office and oversee a team of 16 union bell and door team members as well as one concierge. The ideal candidate for this position will have minimum three years previous experience working as a manager in either hotel front office or hotel guest services. It would be considered an asset for this position to have previous luxury brand experience and/or big box hotel experience. Shift Pattern: candidates should be available to work AM and PM shifts, any day of the week/weekends/holidays as needed. Manage all Guest Service operations to include, but not limited to, guest luggage/package storage/delivery, porterage and amenity drops, gratuity distribution, systems management, budget and forecasting of labor, department management, policy and procedure implementation/enforcement and meeting participation/facilitation. Oversee daily operations in all Guest Services departments. Manage administrative projects and ensure adherence to established quality standards. Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward. Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly. Quality. Dependability. Customer Focus. Adaptability.