Guest Services Manager

Job Description

Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Manager of Guest Services is responsible for bringing our brand promise to life across all front-of-house service departments. This role acts as a guest advocate and a key advisor to the General Manager, overseeing operations in areas such as:

• Front Office

• Concierge

• Security

• Transportation

• Resort Services

Success in this role is measured primarily by guest satisfaction, particularly around the arrival experience, transportation, and issue resolution.

Company Benefits

• Bi-Weekly Pay

• Growth Opportunities

• 401(k) Retirement Plan

• Comprehensive Health, Dental & Vision Insurance

• Employee Assistance Program (EAP)

• Paid Time Off (PTO)

• Discounts through IHG + exclusive employee Perks website

• Tuition Reimbursement & Continuing Education

• Outstanding Company Culture

Essential Duties and Responsibilities

• Lead with a Brandhearted approach - put the brand at the center of all decisions

• Use guest feedback to improve service and strengthen relationships

• Ensure special needs/requests of all guests are fulfilled

• Promptly respond to and resolve guest issues

• Promote a culture that aligns with our brand values and inspires team performance

• Model brand behaviors in all interactions and decisions

• Balance budget goals with a focus on team and guest satisfaction

• Oversee guest service standards across all front-of-house departments

• Coach and develop staff with personalized development plans (PDPs)

• Lead staffing evaluations and performance improvement initiatives

• Manage engagement plans, talent reviews, and succession strategies

• Ensure a safe and secure environment for guests and staff in compliance with all policies and regulations

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred

• Minimum 3 years in customer-facing service or hospitality

• At least 2 years of experience leading front-line staff

• Must be at least 18 years old with a valid driver’s license and one year of driving experience

• Proven ability to deliver exceptional personal service and resolve issues effectively

• Proficiency with Microsoft Office (beginner level or higher)

• Strong problem-solving abilities in a fast-paced environment

• Excellent verbal, written, and presentation communication skills

If you're ready to lead with heart, inspire others, and make a lasting impact on the guest experience, apply today!