Guest Services Manager / Operations Manager
Zota Beach Resort, Longboat Key, FL, United States
The Zota Beach Resort is looking for a Front Office Manager. This role goes beyond daily front desk operations, focusing on team leadership, service excellence, problem resolution and collaboration across departments. This role is ideal for a hospitality professional who has mastered front desk supervisor operations and is ready to take the next step into front office management through leadership, accountability, and a passion for exceptional guest service.
Key Responsibilities
Lead, coach, and motivate front desk agents to deliver exceptional, personalized guest service at every touchpoint
Serve as the first escalation point for guest concerns, resolving issues with professionalism, empathy, and sound judgment
Support Front Office Management with daily operations, including arrivals, departures, room assignments, and VIP coordination
Ensure compliance with brand standards, service recovery procedures, and company policies
Monitor staffing levels, productivity, and service flow to maintain efficiency and guest satisfaction
Train new hires and continuously develop existing team members through feedback and performance coaching
Collaborate with Housekeeping, Engineering, Reservations, and Sales to ensure seamless guest experiences
Assist with operational reporting, guest satisfaction scores, and identifying service improvement opportunities
Step into Manager-on-Duty responsibilities when required
Leadership & Growth Mindset
Demonstrates ownership of the front office operation and takes initiative to solve problems before they escalate
Thinks beyond the desk, considering the impact of decisions on guest loyalty, revenue, and team morale
Actively seeks feedback, mentorship, and development opportunities to prepare for the next leadership level
Serves as a role model for professionalism, service standards, and positive workplace culture
Begins developing the skills necessary for managing schedules, labor control, and performance management
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k)
Short Term Disability
Free Associate Parking
Free Meal for every shift worked
25% Discount on Resort Outlets
Hotel Discounts with OPL
Friends and Family Discount
This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.
The company also conducts post-offer employment verification, motor vehicle, and criminal background checks.
We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.
#J-18808-Ljbffr
Key Responsibilities
Lead, coach, and motivate front desk agents to deliver exceptional, personalized guest service at every touchpoint
Serve as the first escalation point for guest concerns, resolving issues with professionalism, empathy, and sound judgment
Support Front Office Management with daily operations, including arrivals, departures, room assignments, and VIP coordination
Ensure compliance with brand standards, service recovery procedures, and company policies
Monitor staffing levels, productivity, and service flow to maintain efficiency and guest satisfaction
Train new hires and continuously develop existing team members through feedback and performance coaching
Collaborate with Housekeeping, Engineering, Reservations, and Sales to ensure seamless guest experiences
Assist with operational reporting, guest satisfaction scores, and identifying service improvement opportunities
Step into Manager-on-Duty responsibilities when required
Leadership & Growth Mindset
Demonstrates ownership of the front office operation and takes initiative to solve problems before they escalate
Thinks beyond the desk, considering the impact of decisions on guest loyalty, revenue, and team morale
Actively seeks feedback, mentorship, and development opportunities to prepare for the next leadership level
Serves as a role model for professionalism, service standards, and positive workplace culture
Begins developing the skills necessary for managing schedules, labor control, and performance management
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k)
Short Term Disability
Free Associate Parking
Free Meal for every shift worked
25% Discount on Resort Outlets
Hotel Discounts with OPL
Friends and Family Discount
This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.
The company also conducts post-offer employment verification, motor vehicle, and criminal background checks.
We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.
#J-18808-Ljbffr