Job Description

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Captiva Island has been the destination of choice for generations of families. South Seas, for many, is where the destination has come to life. The 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast offers elevated coastal experiences and world-class amenities designed to appeal to a multitude of guests. Join this passionate and hardworking team and enjoy working in paradise.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

We offer a very competitive salary and generous benefits including:

• Low-cost Medical, Dental, Vision Plans
• Paid Life Insurance
• Short- and Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with 100% match up to 4 percent
• Commuter and Company-paid Toll Programs

POSITION OVERVIEW

Are you passionate about delivering exceptional guest experiences? Do you thrive in dynamic environments where you can lead, inspire, and make a real impact? As the Guest Services Manager at our resort, you will take charge of our Front Office Team; Agents, Greeters, Transportation, Concierge, Bell Stand and PBX operators, ensuring smooth and efficient daily operations. You will be trained in all aspects of front office operations, enabling you to support and grow our team as we continue to rebuild and expand our beautiful resort. You will have the opportunity to recommend and implement innovative service and procedural changes, all while managing expenses within approved budget constraints. If you are ready to take ownership and drive excellence in guest services, we invite you to join our dedicated team.

The Guest Services Manager will report to the Director of Rooms and work alongside other managers. We work together on the long-term outlook, innovative offerings, and P&L analysis. This role will also work closely with Housekeeping, Engineering, Owner Relations, and Security departments.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES (but not limited to)

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with Timbers Company standards, as required by scheduling, which will vary.
• Comply at all times with Timbers Company standards and regulations to encourage safe and efficient hotel operations.
• Address and resolve all customer problems in an efficient and effective manner.
• Assist in the achievement of departmental objectives and goals.
• Be familiar with all Timbers Company policies and house rules as well as hospitality terminology.
• Supervise Team: Interview, schedule, train, develop, empower, coach, and counsel your team.
• Daily Operations: Ensure compliance with company standards and safety regulations, providing optimal quality service and hospitality to guests.
• Guest Relations: Respond attentively and efficiently to guest requests, problems, and complaints, and follow up to ensure guest satisfaction.
• Financial: Monitor and control the budget to minimize expenses and optimize revenue.
• Perform any other duties as requested by the Director of Rooms.

• Additional duties include but are not limited to:
  • Monitor payroll of department
  • Lead daily staff stand up meetings
  • Attend the bi-weekly management meeting
  • Develop and revise SOPs for the department, as needed
  • Ensure all training and certifications are up to date

MANAGERIAL WORK ACTIVITIES

• Ensure property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to company SOPs.
• Conducting annual performance appraisals with direct reports.
• Communicates and executes departmental and property emergency procedures.
• Recruiting for Front Office Team.
• Ensures new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Employees receive on-going training to understand guest expectations.

POSITION REQUIREMENTS

• 3+ years of previous hotel supervisory/management or related experience.
• 3+ years of experience hiring and developing talent.
• Excellent communication skills with fluency in English required – bilingual is a bonus.
• HS diploma or equivalent and some college preferred, Hospitality degree will stand out.
• MOD (Manager on Duty) shifts – handling guest inquiries, resolving guest issues, reporting and assisting in emergency situations, making sure safety protocols are followed; to name a few MOD duties.
• Proficient in operating systems such as SMS HOST, HotSOS, iHotelier, Safelok, and Microsoft 365 (Excel, Word, PowerPoint).
• Responsible for communication tools like ZINGLE and MEDALLIA surveys.
• Familiar with applicable laws, codes, regulations, and departmental policies and procedures.

COMPLIANCE REQUIREMENTS

• Must have a valid driver’s license, motor vehicle background check will be completed

WORKING CONDITIONS – PHYSICAL/MENTAL REQUIREMENTS

• Must be able to work in a fast paced, deadline driven environment.
• Must be able to stand/walk for prolonged periods of time.
• Must be able to lift, up to 40 pounds.
• Must be able work in different types of weather sometimes extreme, including high temperatures and humidity.
• Flexible schedule: days and times may vary based on need including weekends and/or holidays.

QUALIFICATIONS, SKILLS, & ABILITIES

• Strong organizational management and analytical skills.
• Innovative thinker that will challenge business processes and concepts to drive results.
• Clear, concise written and verbal communication skills.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests.
• Must maintain composure and objectivity while under pressure.

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.

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