Lead, coach, and support the Guest Services team, fostering a culture of professionalism, accountability, and genuine hospitality

Oversee all guest interactions including arrivals, departures, concierge services, and special requests

Implement and maintain operational policies and service standards across the department

Handle guest inquiries, concerns, and escalations with confidence, empathy, and discretion

Recruit, onboard, train, and mentor Guest Services team members

Set performance expectations, provide ongoing feedback, and support team development at all levels

Collaborate closely with housekeeping, maintenance, food and beverage, and resort leadership to ensure smooth operations

Manage department scheduling and review hours for payroll accuracy