Member and Guest Experience Senior Manager

Duties and Responsibilities:

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Act as and is Department Head for Guest Services, Member Concierge & Transportation Encourages and builds mutual trust, respect, and cooperation among managers, supervisors & employees. Serves as a role model to demonstrate appropriate behaviors. Supervises, manages, & develops managers, supervisors & employees Manages all day-to-day operations as well long term plans and actions for the areas. Understands managers, supervisors & employee's positions well enough to perform duties in their' absence. Interacts and communicates effectively with Housekeeping leadership team to ensure the efficient, quality and timely turning of clean rental units for arriving Guests & Members. Establishes and maintains open, collaborative relationships with managers, supervisors & employees and ensures they do the same within the team. Ensures recognition of managers, supervisors & employees is taking place across areas of responsibility. Communicates performance expectations in accordance with job descriptions for each position and monitors progress. Celebrates successes and publicly recognizes the contributions of team members. Manages team that oversees department vendors and process to ensure department's compliance with company policies and ensures adequate vendor coverage for any needs Manages department controllable expenses to achieve or exceed budgeted goals. Ensures compliance with all Member Concierge, Guest Services & Transportation policies, standards and procedures. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Acts as the "Service Champion" for the Member Concierge, Guest Services & Transportation and creates a positive work environment. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers employees to provide excellent customer service Ensures that all Member Concierge, Guest Services & Transportation areas have an atmosphere that is conducive to the overall guest experience. Reviews guest comments & guest satisfaction survey results and other data to identify areas of improvement. Responds to and handles guest problems and complaints. Observes service behaviors of employees and provides feedback to individuals and/or managers. Is available for on-call for after-hours emergencies or guest needs when needed

Safety Responsibilities and Requirements:

Performs job responsibilities and operates equipment according to the company safety and training programs Uses personal protective equipment as trained and required Maintains a safe and clean work environment Reports safety or hazard concerns to management Reports any on the job injury to management Takes personal responsibility for safety every day

Qualifications/Requirements/Experience/Education:

Valid GA driver's license and good driving record High school diploma or GED; 4 years' experience in the guest services, front desk, or related professional area. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years' experience in the guest services, front desk, or related professional area. Ability to work with the public, courteous and excellent communication skills Knowledge of computers and Microsoft suite Frequent moderate lifting required, up to 75 lbs. (e.g. loading golf clubs, luggage, etc.) Ability to reach overhead and below the knees Ability to bend, stretch, lift correctly, twist, pull and stoop Ability to move up and down stairs or ramps Ability to work in different weather conditions