Guest Services Manager

Job description

Job Title: Guest Services Manager

Department: Guest Services

Location: WorldSprings Grandscape

Position Type: Full Time

Reports To: GM

Company Overview:

Located at Grandscape in The Colony, WorldSprings is the outdoor, social-wellness experience that helps every guest feel better through globally-inspired soaking waters.

Position Overview:

Guest Services Manager plays a pivotal role in ensuring the smooth operation of the Guest Services and guest experience at WorldSprings. This position is responsible for supervising, coordinating, training and leading the Guest Services team. The Guest Services Manager will maintain an organized and efficient Guest Services operation to ensure an exceptional customer experience. This position combines administrative duties with customer service responsibilities. In addition, this position will be responsible for the retail store at WorldSprings. This includes ordering, product preparation, pricing and store merchandising. They provide an important role in curating a unique, luxurious, brand focused retail store front.

Key Responsibilities and Essential Duties:

Guest Services:

• Performs all duties of the Guest Services Staff Members
• Greet and interact with guests, address inquiries and handle escalated guest issues or concerns promptly.
• Monitors, leads and ensures operating standards for Guest Services Coordinators managing Guest Communications, escalations and incremental sales activities.
• Ensure Check-in for our guests is an efficient, educational and positive experience.
• Empower and train staff to resolve minor issues and provide solutions independently.
• Recruit, train and supervise the Guest Services staff and supervisors.
• Schedule shifts and breaks, assign tasks and monitor staff performance.
• Provide ongoing training, coaching, feedback and performance evaluations to foster a culture of continuous improvement.
• Model and hold staff accountable to company policies and procedures.
• Policy, procedure, corrective action and performance review documentation creation.
• Collecting, tracking, sorting and management of the lost and found.
• Equipment management, supply ordering, inventory tracking and maintaining proper levels of materials used at the Guest Services.
• Implementation and maintenance of auditing systems for the Guest Services operations.
• Serve as a point of contact between the Guest Services team and other departments.
• Relay important information, feedback and customer insights to the management team.
• Communicate important information with the Guest Services staff, such as events and groups onsite etc.
• Contribute to the strategic planning and direction of the company through regular meetings.

Retail:

• Identify products that meet customer needs, market trends and brand objectives.
• Evaluate potential suppliers and products for inclusion in the store’s inventory.
• Build relationships with suppliers and negotiate terms, including pricing, delivery schedules and return policies.
• Place orders with approved suppliers, considering lead times, order quantity, budgets and stock levels.
• Ensure product is inspected to quality and accuracy. Making sure any damage or discrepancies are followed up on.
• Ensure the products are properly entered into the inventory management system and properly assigned SKU numbers or barcodes.
• Ensure items are tagged or labeled with pricing information.
• Develop planning for location of new retail items and move to appropriate location on the retail floor.
• Staff training on new items and how to properly scan them into the system during guest transactions.
• Ensure daily that products on the floor are effectively presented, the store is clean, organized and well maintained.
• Plan and execute visually appealing merchandise display and store layouts to attract and engage guests.
• Maintain proper inventory levels by ordering accurate piece counts and managing floor and back stock.
• Conduct regular inventory counts, monitor product displays and minimize product loss through theft or damage.
• Identify slow-moving or obsolete inventory and develop strategies to manage it.
• Manage the retail budget, expenses and financial performance.
• Monitor and control costs to maximize profitability.
• Implement loss prevention measures to minimize theft or fraudulent activities.

Requirements and Qualifications:

• Must have a flexible schedule to be available on holidays, weekends, and evenings as needed.
• Potential travel required for retreats, training or development.
• Bachelor’s degree in business, management, hospitality or related field preferred
• 2 – 4 years of relevant experience with retail and Guest Services operations
• Excellent communication and interpersonal skills.
• Proficiency in learning new software and POS applications
• Exceptional organization, time management and customer service skills

Benefits:

• Employee assistance program
• Employee discount
• Health insurance benefits
• 401K Match
• Paid time off
• Professional development assistance
• Vision/Dental insurance

Experience level:

• 4 years

Schedule:

• Variable Shifts
• Variable Work Week
• Weekends as needed

Work setting:

• In-person
• Office
• Outdoor work

If you have the skills and experience necessary to excel in this role, we encourage you to apply. Please submit your resume detailing your relevant experience.

Equal Opportunity Employer

Application Question(s):

• Explain your experience with front office and retail management.