Assistant Guest Services Manager

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels , a collection of distinctive independent properties; Axiom Hospitality , our European hotel management company; and PYRAMIDWORKS , which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

Sunseeker Resort Florida Gulf Coast, by Curio is a stunning waterfront destination located in Southwest Florida, offering the perfect blend of luxury and leisure. With 785 guest rooms and more than 60,000 square feet of event and meeting space, the resort is designed to accommodate both upscale leisure getaways and dynamic business gatherings. Guests can indulge in an impressive collection of 18 food and beverage outlets, from fine dining to casual coastal fare, showcasing flavors from around the world. The resort also features a luxurious pool scene, including the largest rooftop pool in Florida, providing sweeping views of Charlotte Harbor and an elevated, resort-style experience. Sunseeker is where elevated hospitality meets sun-soaked relaxation.

What you will have an opportunity to do:

The Assistant Guest Services Manager is responsible for setting the pace with all Bell, Valet, and Shuttle driver personnel. The Assistant Guest Services Manager is to assist the Guest Services Manager in supervising and training all Bell, Valet, and Shuttle Driver positions. Maintain all Luxury Experience standards during the Arrival process. Maintain the flow of luggage and vehicles throughout the Arrival process, provide efficient delivery of luggage and Guest Amenities, ensure a smooth luggage/vehicle retrieval, and exercise caution with guest property, and Resort vehicles and equipment.

All duties are performed in accordance with department and Sunseeker Resort policies, practices and procedures.

POSITION RESPONSIBILITIES/DUTIES:

Be familiar with all Group Resume’s, Events, and Group Lists.

Maintain current understanding of the day’s business activities.

Work with the Guest Services Manager to audit schedules and ensure proper staffing levels for Bell/Valet, and Shuttle Driver positions.

Create luggage delivery lists and ensure all operations are accurately carried out for Groups.

Ensure there is proper line management of all guests from the porte-cochere to the Lobby desks.

Coordinate with shuttle drivers and outside transportation drivers to ensure guests and luggage are handled properly, and that luggage arrives to the designated location within the Resort in a timely manner

Assist with monitoring the daily operations and consistently support Guest Services team members in their knowledge of how to execute Standard Luxury Service Expectations and Standard Operating Procedures.

Foster a work environment which promotes teamwork, mutual respect, and quality training.

Consistently promoting the importance of team-oriented philosophies and working as an example of operating as a team with the highest expectations of oneself and the mission of producing seamless operations and luxury level service and product.

Help to audit the Guest Services team members for schedule accuracy. Make changes to the schedule when business needs require it.

Assist in monitoring the work of all Guest Services team members and maintain a consistent flow of service to the guests.

Coach and train Guest Services team members in excellent guest service, timely service, and professional service.

Exercise discretion and independent judgment when evaluating new programs, new services and new ideas

Stay abreast of property goals in order to create, support and present departmental goals to executive leadership

Continue to learn and be on the forefront of new technology for the hotel industry

Create ways to further enrich the guest experience by continuously reviewing, implementing and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards

Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience

Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction

Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Guest Services, Front Office, F&B, Golf Course and Executive Offices

Foster a management team that possesses and delivers on key strategies of guest service, employee relations, team cooperation, financial responsibility and asset management

Ensure all accounting, payroll and employee relations matters are handled in compliance with company policy

Perform other functions as needed

What are we looking for?

Combination of Education and Experience will be considered. Sunseeker Resort performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov. This position requires a drug screen and MVR check.

Minimum Requirements

High school diploma, GED, or equivalent

Minimum of one (1) - two (2) years' experience in Front Services, valet, and/or shuttle operations

Minimum of one (1) - four (2) years' experience in a supervisory role in a larger integrated resort/hotel setting

Valid drivers license required with clean driving record, Class C CDL license preferred

Experience with Forbes Star and AAA Diamond standard a plus

Other Minimum Requirements

Ability to work varied shifts, including weekends and holidays

Working knowledge of Microsoft Office and CVPS system.

Excellent customer service skills

Ability to function well under pressure, manage multiple priorities, and meet established deadlines

Must possess mature personal discretion and sound judgment

Strong leadership abilities, sound judgment, superior problem solving and decision-making skills

Excellent organizational, analytical and project management skills, with particular attention to quality and detail

Interpersonal skills to deal effectively with all business contacts

Professional appearance and demeanor

Compensation:

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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.