Guest Services Manager - WorldMark Austin

Travel + Leisure Co. is a globally recognized leader in the vacation ownership and travel membership industry. The company manages a dynamic and growing portfolio consisting of resort properties, travel clubs, and lifestyle travel brands that together offer exceptional vacation experiences to millions of travelers worldwide. With a strong emphasis on innovation and customer service, Travel + Leisure Co. continually works to inspire and facilitate memorable vacations, enhancing both guest satisfaction and employee engagement across its diverse operations.

Located at 805 Nueces in the vibrant Downtown Austin, Texas, Travel + Leisure Co. offers an opportunity to work at the heart of a bustling city known for its lively arts scene and rich cultural heritage. The company values inclusivity and diversity, cultivating a supportive environment where employees are encouraged to grow professionally and contribute meaningfully to the guest experience. The full-time Guest Services Manager role at WorldMark Austin presents a unique chance to lead a dedicated team within a well-established hospitality entity that places guest satisfaction and operational excellence at its core.

The Guest Services Manager is a pivotal role responsible for overseeing all aspects of the Guest Services department. This leadership position requires a blend of strong interpersonal skills and operational expertise to drive the highest quality guest experiences. The manager will be tasked with managing guest relations, handling guest concerns, and maintaining positive interactions with owners, guests, and operational teams. This role is instrumental in ensuring seamless communication and problem resolution across multiple channels including written, telephone, and face-to-face engagements.

This manager is also charged with evaluating guest and associate survey data to develop and implement process improvements that elevate guest satisfaction and team morale. Effective leadership includes hiring, coaching, motivating, and recognizing guest service associates through tailored incentives and ongoing training programs. Proper staffing and scheduling are critical responsibilities, aimed at maximizing operational productivity and service delivery.

Additionally, the Guest Services Manager will maintain strict control over room inventory to optimize occupancy rates and manage guest accounts to ensure correct billing, rate authorizations, and payment collections. Coordination with other departments is required to support group bookings and meet front office requirements efficiently.

Compliance is a key focus area, with the manager overseeing adherence to internal audit processes, quality assurance, loss prevention, and safety standards. Financial management responsibilities include preparing the annual departmental budget, analyzing expenses, identifying cost-saving opportunities, and maintaining retail inventory standards.

Candidates for this role should bring an understanding of resort financial management, strong leadership capabilities for team development, excellent communication skills, and proficiency with Microsoft Office applications. Prior experience should include 2 to 3 years in management within a hotel or resort environment, complemented by 3 to 5 years in hospitality customer service. Working at Travel + Leisure Co. means joining a company dedicated to both career development and creating meaningful, memorable vacation experiences for guests. The company also provides comprehensive benefits to support employee well-being and work-life balance, ensuring associates feel valued and empowered to succeed.