Assistant Guest Services Manager

Holiday Inn Club Vacations

44d

About The Position

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you. The Assistant Manager – Guest Services brings the brand promise to life across guest service departments by serving as a guest advocate and key advisor to resort leadership. This role supports and leads daily operations within areas such as the front desk, resort services call center, concierge, security, transportation, and related functions, while executing operational strategies for assigned teams. Success is measured primarily through post-stay guest survey results focused on arrival, transportation, problem resolution, and security experiences.

Requirements

Demonstrated strong personal service, problem-solving, and communication skills (verbal and written).
Basic proficiency with Microsoft Office.
Able to anticipate, prevent, and resolve issues in a fast-paced environment.
Must be at least 21, hold a valid driver’s license, and have 4+ years of driving experience.
Driving record must meet company standards: No Type A violations in the past 3 years (e.g., DWI/DUI, reckless driving, hit-and-run, racing, felony). No more than two Type B moving violations in the past 3 years (e.g., speeding, failure to yield, at-fault accidents). No more than one at-fault accident in the past 3 years. Cannot have both one Type B violation and one at-fault accident in the past 3 years.
Must be qualified to operate company-owned vehicles.
High School Diploma or GED required; four-year college degree preferred.
Minimum of 2 years of customer-facing service or hospitality experience.

Nice To Haves

CPR certification preferred

Responsibilities

Develop PDPs, evaluate performance, and provide active coaching to build guest-focused, brand-hearted service delivery staff. Foster a culture of learning and mentorship for continuous performance development.
Evaluate and recommend adjustments to staffing levels and performance targets. Support departmental engagement plans, talent reviews, and succession planning.
Demonstrate brand-hearted leadership by placing the brand at the center of all decisions. Regularly use guest feedback to strengthen relationships, drive continuous improvement, and ensure all guest needs and special requests are fulfilled. Follow up on problem resolution cases promptly.
Promote and reinforce a culture where team members understand their role and are inspired to deliver the branded guest experience and standards. Actively model brand behaviors in all aspects of operations, balancing budget goals with team, individual, and brand success.
Assist in implementing predefined guest service strategies, standards, and programs through daily management of front desk, security, transportation, and/or resort services operations.
Execute programs and policies that maintain a safe and secure environment for guests, team members, and resort assets in compliance with owner policies and regulatory requirements.
Support the development of departmental budgets and resource allocation to meet financial goals, and operate the department successfully within budgetary guidelines.