Guest Services Manager

The Guest Services Manager will be responsible for planning, contracting and executing the activities for guests/ groups plus the entertainment booking at the resort. Retail shop management along with purchasing/ stocking and maintaining proper inventory and shop operations. This position is also responsible to report / track and create new experiences to sell to our guests / budgeting it by season whilst keeping the newness and top 3 revenue generating activities and vendor dealing will be in the scope.

• Responsible for memorializing the fun experiences created for marketing purposes while following waiver protocols.
• Monitoring of the recreation attendants to balance and guide the teams to success via checklists, daily standups, and monthly meetings.
• Assist with recruitment, hiring, training (in coordination with HR Recruiter), scheduling and conducting performance evaluations.
• Constantly evaluate the existing program, making necessary changes and improvements. Provide for diversity and safety of participants.
• Increase attendance and awareness for activities by developing and displaying brochures, posters, showcases, etc. Ensure communication with Reservations, Sales and Front Desk regarding rates and dates.
• Accountable for ordering supplies and monitoring daily revenue and costs, while adhering to existing budget.
• Manage and review assigned associates payroll on a daily/weekly basis.
• Monitor, evaluate, and assist interns.
• Ensure entrance to pool area restricted to guests and club members with ample towel supply available
• Create and lead indoor activities during inclement weather.
• Plan, promote and implement activities for all of our guests (transient, group, etc.). Create new special events that align with trending today.
• Convention/Group Activities: Assist in planning and leading team building activities for groups during their stay. Concentrate on selling strategy/contract prior to groups' arrivals (by letter, telephone--convention coordinators, etc.).
• This manager will be assigned MOD shifts and is expected to work concierge/guest service facing shifts on a week to week basis.
• This manager will report to the Rooms Manager
• Is expected to perform other duties (administrative, budgetary, proposals, sales, etc.) as directed by Resort General Manager or company policy.
• Other management duties will be assigned as we grow retail, activities and guest services and based on the business need.

• Bachelor's degree, related to Recreation or Leisure Activities, is preferred or must have equivalent experience.

• Must have excellent English oral and written communication skills and be able to establish a rapport with our guests, their children, and our staff members.

• Strong organizational and time management skills are required.

• Bilingual is preferred.

• Applicants should be capable of bending, kneeling, climbing and easily lifting 50lbs.

• Strong computer skills are required.

• Skilled in conflict resolution

• Must be highly motivated, driven, and enthusiastic.

• Must be able to learn, adapt, and work in a fast-paced environment

• Flexibility in scheduling adjustments based on business need and working on weekends, holidays, day and evening shifts is required.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

Applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.