Guest Care Manager
On-siteOrange Beach, Alabama, United States
Job Summary
Oversee daily guest-facing operations at assigned locations, handling complaints, mediating disputes, and negotiating resolutions in alignment with company policies. Schedule Service Desk team members based on operational needs and seasonal demand while coaching staff to identify strengths and align employees with appropriate responsibilities. Demonstrate proficiency in required software systems to support reporting, documentation, and reservation accuracy, including troubleshooting online booking entries and managing key control procedures. Ensure accurate cash handling, complete audits and logs within required timelines, and monitor Sundries/Shore Shoppe responsibilities. Provide hands-on support for guest check-in, check-out, and payment processing to ensure uninterrupted service. Work flexible hours with core onsite availability from 9:00 AM to 5:00 PM, maintaining after-hours accessibility by cell phone for emergencies.
Required Qualifications
- High School Diploma or GED
- Ability to communicate professionally with guests, owners, and team members
- Ability to manage escalated guest concerns and supporting operational problem-solving
- Basic math and cash-handling skills, including audits and payment processing
- Proficient in computer systems used for reservations, reporting, and operational management software
- Highly detail-oriented with strong organizational skills, and ability to multitask in a fast-paced, guest-facing environment
- Reliable transportation with ability to use personal vehicle for company related tasks when necessary
- Ability to perform physical activities that require moving one's whole body, such as climbing, lifting, balancing, walking, stooping, kneeling, squatting, pushing, and pulling
- Ability to lift, carry, or move up to 40 pounds on a regular basis
- Ability to use janitorial and office supplies/products on a regular basis
- Ability to operate standard office equipment, including computers, phones, and other necessary devices
- Ability to work in a client-facing environment for extended periods of time
- Must be available to work flexible hours and respond to emergencies as needed
- Core onsite hours are 9:00 AM to 5:00 PM
- After-hours accessibility by cell phone
- Uniforms and safety shoes are required
- Uniforms must be clean, pressed, and appropriately fitted
- Conservative hairstyles, makeup, and jewelry are permitted
- Ability to perform physical activities that require moving one's whole body, such as climbing, lifting, balancing, walking, stooping, kneeling, squatting, pushing, and pulling
- Ability to lift, carry, or move up to 40 pounds on a regular basis
- Ability to use janitorial and office supplies/products on a regular basis
- Ability to operate standard office equipment, including computers, phones, and other necessary devices
- Ability to work in a client-facing environment for extended periods of time
Desired Qualifications
- Prior experience in guest services, hospitality, or customer service
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