The Harborside Inn is now seeking a year-round Director of Guest Services to join the team!

This position is located on Martha’s Vineyard Island in the state of Massachusetts. Housing (a 1-bedroom apartment) is available for this position.

Located on the harbor in the heart of Edgartown, the Harborside Inn is Martha’s Vineyard’s premier waterfront resort. With 90 guest rooms and luxury hotel amenities, it is the perfect place to vacation in the heart of Edgartown with all the galleries, dining, shops, and nightlife the town has to offer.

Our website: www.theharborsideinn.com

Video of Harborside Inn: https://www.youtube.com/watch?v=XxmPPKW0FM4

Anticipated Start Date: As soon as possible.

Anticipated Salary:

Salary commensurate with experience starting at $70,000 (plus 1-bedroom apartment at no cost).

Benefits:

Year-round team members enjoy many benefits. Some of these benefits include:

• Medical, dental, and vision plan options with premiums fully paid by the company.
• Retirement benefits with company match.
• Paid time off.
• The property closes before Christmas through New Year’s. Team members enjoy that week off with pay in addition to their regular vacation time.
• Life insurance, short-term disability, and long-term disability benefits are also available.

Position Description:

The Director of Guest Services plays a key role in our mission to “deliver world class service and products and a memorable vacation experience to everyone that passes through our doors.” This position oversees the front desk, bell, and pool teams. It also leads the property in its online presence, event efforts, and property-wide hospitality/guest service training.

Operationally Related:

• Directly overseeing the front desk team, bell team, and pool teams. This includes helping in roles as needed. This includes reservations and timeshare owner relations.
• Creates, develops, and implements property-wide hospitality/guest service training on an on-going basis. Partners with GM in creating guest service standards for property.
• Leads and maintains the property’s online presence.
• Overseeing the management of rates and inventory of space/rooms in partnership with the Front Office Manager.
• Booking events and overseeing all scheduled events at the property to ensure they run smoothly.
• Ensuring department has standard operating procedures, training materials and programs, and job descriptions.
• Ensuring all team members are fully trained as it relates to safety, security, and emergency procedures.
• Creating, developing, and implementing recreational activities on property.

Guest Service Related:

• Providing guests with exceptional service and partnering with GM on service level strategies.
• Resolving guest concerns and accommodating special requests as applicable.
• Ensuring self and others on the team have current knowledge of property products, services, events, guidelines, and local activities.

Leadership Related:

• Leading in a way that others want to willingly follow. This typically includes establishing rapport, gaining trust through active listening, setting clear expectations, and promoting a positive culture.
• Staff related responsibilities include interviewing, hiring, and training; planning, assigning, and directing work; ensuring new hire paperwork is completed; processing time sheets; appraising performance; rewarding and correcting team members; addressing concerns; coaching and mentoring, etc.
• Encouraging teamwork within diverse groups.
• Establishing a culture of continuous improvement and growth.

It Also Involves:

• Arriving to work as anticipated and following the property’s attendance guidelines and ensuring the team does the same.
• Attending meetings and trainings as needed.
• Ensuring safety guidelines as well as compliance requirements are met by self and team.

Qualifications:

All of our team members are passionate about guest service and helping others. They initiate conversations, anticipate the needs of others, and interact with others in a courteous and efficient manner. They love being a team player and are detail oriented as well as flexible/adaptable. They can work a flexible work week including nights, weekends, and holidays. They understand maintaining confidentiality (where appropriate) is important. This position works both indoors and outdoors and involves lifting and carrying items up to 25 pounds at times.

Education/Experience:

• 3-5 years of previous relevant experience is preferred.
• 2-3 years of previous leadership/management experience preferred.
• Knowledge of property management software and Microsoft Office preferred.
• Previous experience training others helpful.
• Timeshare resort experience helpful.

Certifications:

• Certified in First Aid and CPR (or ability to obtain).

Knowledge, Skills, and Abilities:

• Ability to implement leadership and guest service best practices
• Social media management best practices
• Public speaking and engaging presentation skills.
• Public relations and community marketing skills and abilities.
• Initiating conversations with others and anticipating their needs and want
• Ability to teach, coach, and mentor others and to lead a team
• Conflict resolutions
• Ability to work independently as well as part of a team
• Detail-orientation
• Organizational skills

The Harborside Inn is an Equal Employment Opportunity Employer and values the diversity of its staff and applicants.