DescriptionThe Guest Services Manager will oversee the daily operations of the Concierge, Arrival Pavilion, and Porter Valet Departments, in addition to facilitating guest and visitor enjoyment of The Lodge and the Pebble Beach Resorts.
Essential Duties & Responsibilities: - Ensure that staff members are aware of the daily business activity, including VIP and group schedules, and any other special arrangements.
- Coordinate all group activity as it relates to functions of the Guest Services Departments.
- Oversee parking, and storage of guest luggage and golf bags.
- Coordinate temporary staff and parking during PBC Special Events.
- Assist resort guests with check-in and check-out as requested.
- Answer guest questions, handle special requests and resolve guest complaints/problems.
- Stage all elements of group arrival procedures.
- Supervise Assistant Manager, Team Leader, Porter/Valet, Arrival Pavilion, and Concierge.
- Conduct department meetings and establish achievable departmental goals.
- Complete department schedules and manage employee's time off requests based on business demands.
- Initiate employee training and onboarding experience.
- Train, develop, motivate and coach Assistant Manager, Team Leader and all hourly staff to meet and exceed established service standards.
- Conduct personnel performance reviews and evaluations of staff annually and as needed.
- Develop and initiate ideas of improving guest satisfaction.
- Make quality hiring decisions, effectively coach and document employee/terminate when needed.
- Maintain necessary inter-office administrative communication.
- Order and maintain required equipment and supplies.
- Complete payroll and time card responsibilities.
- Manage monthly/yearly budgeted labor for both, Porter/Valet, Arrival Pavilion, and Concierge.
- Maintain and enforce all quality standards and departmental and company philosophies.
- Serve as a role model of company and department towards resort staff, guests and visitors.
- Preserve and protect the confidentiality of appropriate personnel and company information.
- Assist other departments within the resort.
- Comply with all Pebble Beach Company safety and health policies and procedures.
- Understands, models and integrates Pebble Beach Company culture (mission, values, and standards).
- Comply with the Pebble Beach safety and health policies and procedures.
- Other duties as assigned by the Director of Rooms.
Required Skills: - 2 or more years' experience in a supervisory role.
- 2 or more years' experience in a resort setting.
- College degree or equivalent.
- Valid California driver's license with 2 points or less.
- Excellent customer service skills.
Desired Skills: - Experience using Property Management System (Spring Miller System).
- Experience using Microsoft Office and Excel.
