Guest Services Manager

Our vision is to be a nationally recognized brand that puts the heart of hospitality in everything that we do. We are a collection of classic and destination RV resorts whose associates are passionate in providing experience-driven services and strengthening our guests’ loyalty through authenticity and innovation.

Position Description

The Guest Services Manager at Emerald Desert is responsible for assisting the General Manager in managing the day-to-day operations of the Villas and Events and Activities. This contributes to the organization as an active sales person that is responsible for selling to group rallies and outside customers who are interested in renting our event spaces.

Organizational Role

This position will report directly to the General Manager. In addition to working with the team members in Emerald, this person requires regular interaction with the corporate team.

Role and Responsibilities

Group and Event Sales

· Seek and analyze new clients, accounts, and markets to bring lifestyle extended stay, travelling professionals to our RV resorts.

· Maintain good relationships with current group clients and seek new ones

· Oversee the meetings and event sales for Emerald Desert

• One-Stop Manager - oversees all the group bookings, the requirements of the groups at Emerald.

· Strategize with home office team and operations teams to maximize ADR and group spend

· Work with the Marketing department to provide representation at trade shows, conventions, and industry events

· Identify and develop relationships with industry professionals to generate new business opportunities.

· Spearhead the Ambassador and Loyalty Rewards program

· Establish and maintain relationships with industry influencers and key community and strategic partners.

Villa Operations

· Responsible for all guests who are checking-in, current in-house guests, and guests who are checking-out to ensure that they leave Emerald wanting to come back again.

· Oversees and maintains the Sunland standards related to the maintenance and housekeeping of the Villas at Emerald Desert.

· Maintains excellent guest experience as documented by Medallia and ability to execute all Sunland facility standards and guidelines.

· To ensure a smooth, efficient, and operation of the villas. To specify and purchase supplies, and record all data pertaining to the Villas.

· To maintain a highly motivated and trained staff that continually strives for excellence in service.

· Close coordination and communication with other internal departments.

· Monitor all guest requests to ensure all are met within the prescribed time limits.

· Inspect and tour the lobby, the villas and event space several times daily, ensuring that they are clean, inviting, and project a 4-Diamond/4-Star quality.

· Other duties as assigned by General Manager.

· Be actively engaged with our guests and all hotel associates

· Encourage staff to create unique, personalized WOW moments at every opportunity using the Sunland Heart.

Job Type: Full-time

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: One location

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