Guest Services Manager in Palm Springs Tennis Club at Marriott Vacations Worldwide Call Center

Date Posted: 6/25/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary:

To participate in and oversee the daily operation of the front desk and ensure the delivery of excellence to our internal/external customers and to assist the General Manager with daily duties.  The Resort prides itself in the level of personalized service we provide.  Therefore, we expect our Front Desk Staff to maintain a high level of integrity and service and to always attend to our guests’ needs in a professional manner.

Job Expectations:

1.   Spot check audit reports for accuracy and delegate corrections to appropriate personnel.

2.   Handling front office employee complaints, problems and work performance       problems—following up on same.

3.   Handling guest problems that are beyond front desk clerk jurisdiction.

4.   Coordinating operational problems between departments.

5.   Planning and implementing all procedures and policies concerning front desk operations.

6.   Making sure all reports are completed in a timely manner at month end.

7.   Coordinating all work projects to be done as side work by the front desk.

8.   Coordinating all upgrades, making sure payments are made immediately and guests are satisfied; handling actual encounters with guests whenever necessary.

Essential Functions:

1.   Perform exceptional customer service

  • Greet and attend to guest
  • Ensure a smooth check in and check out procedure
  • Accommodate to guest needs
  • Distribution of mail

2.   Maintain accounts

  • Check balance accounts
  • Daily reconciliation
  • Monthly deposits

3.   Telephone etiquette

  • Prompt and professional

4.   Correct/follow up with guest requests

  • Identify problem(s) and correct thru appropriate departments; follow up

5.   Inventory Control

  • Keys and gate cards

6.   Reservations

  • Room inventory

7.   Employee Supervision and Development

  • Assume leadership role
  • Training of new employees
  • Scheduling
  • Ordering of supplies
  • Recruiting of new employee
  • Discipline and reward GSR
  • Problem solving
  • Budget management
  • Payroll

KEY POINTS & EXPECTATIONS

  • LEADERSHIP – Leads staff by example in terms attitude, work ethic, responsiveness and accuracy of work product.
  • PROFESSIONALISM – Reflects and promotes the industry leading standing of VRI and TPI in all interactions with subordinates, clients, peers and affiliates. 
  • DEPARTMENT WORK FLOW – Optimizes productivity by seeking to streamline work flow and processes.
  • ATTENTION TO DETAIL – Performs regular quality assurance reviews on all work performed by subordinates. Takes responsibility for departmental errors and encourages the team to strive for accuracy.
  • MULTI-TASKING – Able to organize, prioritize and effectively execute simultaneous assignments and tasks
  • COMPANY VALUES – Practices, promotes and enforces company core values, policies, philosophies and goals.

Knowledge, Skill and Experience:

Minimum Education (or substitute experience) required:

  • High school diploma or equivalent

Minimum Experience required:

  • 2+ years in the management field
  • Previous hotel experience preferred

3.               Skills Required:

  • Must have good oral and written communications skills
  • Ability to multi-task
  • Excellent interpersonal skills
  • Excellent leadership skills


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.