Manager - Guest Services

Give Kids The World is looking for a Guest Services Manager that is passionate for leading a team to success. This role is responsible for coaching and mentoring a team of Guest Service agents in the continuous improvement of the department and providing exceptional service 24 hours a day. Maintain a safe, secure and welcoming environment in the Village.

KEY RESPONSIBILITIES:

Staff Management

• Collaborate with the Guest Service Director to provide direction, leadership and support to Guest Service Agents and Welcome Hut team that mirrors the mission and core values of the organization
• Recruit, mentor and develop agents and nurture an environment where they can excel through encouragement and empowerment
• Provide necessary and appropriate coaching through frequent feedback, 1-1’s and performance reviews
• Ensure staff members receive timely and appropriate training and development
• Establish and monitor staff performance and development goals, assign accountabilities, set objectives, and establish priorities
• Ensure adequate staffing/volunteer coverage of operating areas by creating and distributing schedules that reflect business needs

Guest Service

• Model courtesy to ensure every wish family receives personal contact from the Guest Services staff upon arrival and throughout their scheduled stay.
• Serve as the Night Operations Manager 5 days a week and ensure there is a Night Operations Manager on the other 2 days.
• Serve as an escalation point for guest inquiries, complaints and needs to ensure the perfect guest experience
• Support Assistant Guest Services Managers to identify, document and resolve all incidents (emergency or non-emergency)

AREAS OF RESPONSIBILITY/DIRECT REPORTS:

• Guest Service Agents
• Welcome Hut/PBX Assistants

PHYSICAL DEMANDS BEYOND NORMAL OFFICE ENVIRONMENT:

• Ability to lift and move boxes, cartons, medical equipment, luggage, etc. weighing up to 50 lbs. 
• Ability to work flexible schedule including nights, weekends and holidays
• Ability to be on-call for staff and Village emergencies
• Ability to work in all weather conditions

KNOWLEDGE, SKILLS, ABILITIES, EDUCATION AND EXPERIENCE

• Demonstrated effective leader with the ability to train, coach, motivate and empower team members
• 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: direct reports, guests, co-workers, volunteers, vendors and leaders.
• Must be able to use creative problem solving skills and demonstrate decisiveness
• Ability to maintain calm and controlled during crisis situations
• Proven experience to delivery exceptional customer service
• Keen attention to detail with excellent organizational skills
• Ability to speak and write English clearly & articulate with a positive, professional & pleasant manner
• PC skills including Microsoft Outlook (Office, Word, Excel)
• Ability to operate a motorized vehicle, including battery-operated golf cart
• Valid driver’s license and clean driving record
• Bachelor’s Degree or equivalent
• 5 years of experience in hospitality/guest service position
• 5 years of experience managing a team of at least 10 or more employees
• Bilingual, English and Spanish Preferred

Give Kids The World is a drug-free workplace.