Guest Services Manager - Hotel Zamora

The Hotel Zamora, a beautiful boutique hotel located in St. Pete Beach, FL, is seeking an experienced Front Office Manager. With stunning views overlooking the Intercoastal Waterway and Gulf of Mexico, the Hotel Zamora provides a luxurious retreat for its guests. Besides relaxing in the beautifully appointed guest rooms, our guests experience intuitive service in our Rooftop Lounge, Sidewalk Restaurant, Private Dining, and Meeting/Banquet space. The Hotel Zamora is under new ownership and management with Sherman Associates, an accomplished and proven real estate development and management company. Our commitment to people and our vision for the future, combined with our history of success spanning decades, makes Sherman Associates who we are today.

The Guest Services Manager is responsible for overseeing hotel operations for Resort Amenities including Pool, Beach, Valet and Parking, boat and Bell Stand Operations including hotel perimeter. Ensures that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the Pool, Beach, Valet & Parking, and Bell Stand as well as representing hotel management in resolving all guest related situations. Serves as Guest Relations Manager and handles the tracking of service issues.

Essential Functions

• Manages valet & parking, pool area, beach, resort amenities, as well as bell stand properly, efficiently and with profitability, which includes supervising and managing Valet staff, Pool/Beach Attendants, and Security.
• Manages day-to-day operations of valet & parking, pool, beach, resort amenities, and bell stand to ensure the quality, standards and meeting the expectations of the customers on a daily basis.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Enhances employee retention by celebrating successes and recognizes the contributions of team members.
• Ensures that employees are meeting guest needs and appropriately responding to any guest concerns and escalating as appropriate. Ensures integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Manages a team which will address property condition, cleanliness, and quality of product throughout the hotel.
• Recommends and implements approved changes that could improve service and increase operational efficiency.
• Responsible for maintaining accurate reporting for all aspects of resort amenities.
• Practices and trains hotel emergency procedures to include accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Acts as Manager on Duty when necessary; utilizing best judgement in resolving guest complaints/escalated situations.
• Communicates effectively both verbally and in writing.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Prioritizes regular on-going communication with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Practices active listening and responds in a professional and timely manner.
• Team player and interacts with others in a positive, collaborative, and productive manner.
• Asks for, accepts, and acts on feedback.
• Produces required volume of work by planning, organizing, and prioritizing work duties.
• Adheres to the Sherman Associates attendance policy, grooming and appearance standards, general work rules, and department procedures.
• Maintains a clean and safe work environment, follows all procedures for client and employee incidents and is knowledgeable for hotel emergency procedures.
• Ensures compliance with federal, state, and local laws regarding health and safety services.
• Attends all required department and company meetings.
• Completes additional duties as assigned.
  
  

Minimum Requirements

Education & Experience

• Must possess a valid US drivers license and meet requirements for driving history record obtained through an initial and periodic Motor Vehicle Report.
• High School diploma or equivalent
• 4 years of prior hospitality experience or completed degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field required.
• Management experience with direct reports, preferred
• Customer service experience in the hospitality industry strongly preferred
• Ability to perform well under pressure
• Detail-oriented, organized, cleanly
  
  

Required Skills & Abilities

• A passion for the mission, vision, and values of Sherman Associates
• Schedule may vary due to the specific needs of the hotel
• Ensure compliance with federal, state and local laws regarding health and safety services
• Proficient Computer literacy with multiple systems
• Excellent team leading and management skills
• Able to handle any situation under pressure
• Detailed and goal orientated with meeting deadlines
  
  

Benefits

Sherman Associates strives to lead the market in the benefits we offer. In addition to medical, dental, vision and supplemental benefits, what sets us apart includes

• Low Deductible Health Insurance Plans
• Fully paid short term disability
• Fully paid life insurance
• Additional Supplemental Insurance Policies including
• Voluntary Accident & Critical Illness
• Hospital Indemnity
• Long-Term Disability
• Pet insurance
• Fully paid employee assistance program
• Fully vested 401k company match program
• 9 Paid holidays and competitive PTO program (starting at 15 days annualized)
• Starbucks and Hotel discounts
• Charitable giving strategy with corporate match
  

Sherman Associates is an Equal Opportunity and Affirmative Action Employer. We encourage women, minorities, individuals with disabilities, and protected veterans to apply.

This job advertisement is intended to provide information essential to understanding the scope of the position. It is not an exhaustive list of skills, duties, responsibilities or working conditions associated with the position.

Only applicants who complete our application process will be considered for employment. Applicants that need reasonable accommodations to complete the application process may contact careers@sherman-associates.com

Keyword: Front office manager, front desk manager, hotel, hospitality