Assistant Director of Guest Services

Located just six miles from Walt Disney World Theme Parks, The Grove Resort & Water Park Orlando puts Orlando's world-famous parks and attractions at your fingertips. Offering daily transportation to Walt Disney World Theme Parks, Universal Orlando, and SeaWorld. Free Surfari Water Park entry for all resort guests. Our property also boasts a 6,000-square-foot meeting space and a variety of dining options to suit every preference. Valencia Restaurant provides picturesque poolside dining with offerings for breakfast, lunch, and dinner. The outdoor Longboard Restaurant is situated at the water park, while Alfresco Market serves as a coffee shop and apparel store.

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

In this role, you'll warmly welcome our guests and provide exceptional service throughout their stay. You and the entire front desk team are dedicated to ensuring guest satisfaction by crafting remarkable and seamless experiences from the moment guests arrive. Inspire and empower the Guest Services TEAM to embody excellence, fostering repeat business through outstanding leadership. Your efforts will create unforgettable and unique memories that leave a lasting impression.

Weekend/flexible availability

Job Overview: Assist the Director in administration and management of all Front Office operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.

Essential Job Functions:

• Promote exceptional customer service by setting a positive example and consistently providing our guests with outstanding service and courtesy.
• Respond promptly and effectively to guest questions and requests.
• Foster strong working relationships within Guest Services and with other departments by communicating effectively.
• Empower new team members with the essential procedures and techniques of exceptional guest service through comprehensive training.
• Emphasize continuous team improvement through proactive coaching, mentoring, and corrective measures to exceed standards.
• Oversee front office operations, ensuring efficiency in check-ins, check-outs, and overall guest interactions.
• Implement and maintain guest service standards, optimizing workflows to enhance the overall guest experience.
• Ensure meticulous upkeep and maintenance of all guest services equipment and storage areas.
• Collaborate with senior leadership to develop strategic plans for guest satisfaction and operational success.

Hotel Specific:

• Working both indoors and outdoors. Outside in all weather conditions, including inclement weather.
• Work in multiple outlets across the property.

Physical Demands:

• Ability to lift, carry, push or pull 10 lbs
• Stand, walk and work at times in confined spaces throughout the shift in full sight of guests

Qualifications:

Education:

• High school diploma or its equivalent
• Hotel and Restaurant Certification preferred

Experience:

• 5-years' combined experience in guest services and supervisory experience in hotels or related professional area preferred
• Basic mathematical skills to operate and prepare calculations for financial reporting
• Effective analytical skills to evaluate reservations and make informed decisions on room availability or guest resolutions with sound judgment
• Full understanding and comfort working on a computer with MS Suite-Outlook, Word, Excel
• Previous experience with hotel PMS systems a plus such as: OPERA, OnQ and Maestro.

Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans

Loyal - Shows firm and constant support to a cause
Team Player - Works well as a member of a group
Leader - Inspires teammates to follow them
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Dedicated - Devoted to a task or purpose with loyalty or integrity

Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter - Inspired to perform without outside help
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Some college (preferred)

A minimum of 4 year degree from an accredited university in Business Administration, Hospitality Management or related major.
* 4 years' experience as Director of Front Office or Front Office Manager or a combination of both experience and education.
* Additional language ability preferred. (preferred)

Skills