Photo of Cheeca Lodge and Spa, Islamorada, FL

Guest Service Manager

Cheeca Lodge and Spa

81801 Overseas Highway
Islamorada, FL 33036

214 Room Hotel
Managed By Northwood Hospitality
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Compensation: NA, Full-Time

Job Description

Job Summary

The role of the Guest Services Manager is to provide key leadership within the Front Office to ensure superior overall guest satisfaction. This role will work closely with Resort Manager and Director of Rooms Operations to ensure Front Office is well prepared to care for our guests. Delivering exceptional service begins with coordinating an in-depth training program for Front Office new hires, defining Front Office standard operating procedures and maintaining accountability for Front Office team members. Cheeca Lodge Front Office includes Front Desk, Concierge, Bell Stand and PBX Operators.. Additionally, the role includes inter-departmental communication with Executive Housekeeper and Chief Engineer to ensure the Cheeca Lodge room product is thoroughly well cared for. The Front Office Guest Services Manager is a member of the Front Office Leadership team and reports to Director of Rooms Operations.

Job Duties

  • Collaborative oversight of Cheeca Lodge Front Office daily operation
  • Recruiting, training and accountability of Front Office team members
  • Perform Cheeca MOD duties as needed
  • Maintains the quality and consistency of standards for Front Desk, Concierge, Bellstand and PBX
  • Ensure all guest issues are well communicated and resolved to guest satisfaction
  • Ordering and inventory management of Front Office guest supplies and operating supplies
  • Accountable for Front Office guest supply and operating supply budget compliance
  • Communicate room issues to Director of Engineering and Executive Housekeeper
  • Cooridnate with Group Sales and Conference Services to support execution of Group and Wedding stays
  • Foster and maintain positive relations with team members across departments
  • Create a positive work environment through training and communication
  • Define and implement standard operating procedures to improve guest service scores
  • Have a full understanding of Casitas and VIP Leadership responsibilities
  • Promote work environment that support the vision and values of the company.
  • Demonstrate creative problem solving, personal initiative and independent motivation to achieve goals.
  • Demonstrate passion and excitement for hospitality
  • Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to      guest related situations.
  • Analyze guest satisfaction survey results, highlight trends and discuss these with departmentmental leadership
  • Ensure appropriate action is taken to proactively improve both guest experience and room product
  • Attend meetings and trainings as required and continually strive for the improvement of professional skills
  • Inspire staff to apply hospitality practices that distinguish Cheeca from the competition
  • Use of following hospitality systems: Revinate, HotSoS, Birchstreet Purchasing, Synxis CRS, Visual One PMS and ADP payroll.

    Required Qualifications:

  • Minimum 3 years of progressive experience at a resort property
  • Minimum 2 years of progressive management experience
  • Exceptional interpersonal and customer service skills
  • Excellent organizational and multi-tasking skill set
  • Demonstrated strong attention to detail
  • Effective written and verbal communication skills
  • Knowledge of Microsoft Office
  • Valid Driver License

    Preferred Experience

  • Minimum 3 years of progressive experience at a resort property
  • Minimum 2 years of progressive management experience
  • Knowledge and proficiency in areas of hospitality housekeeping and engineering
  • Knowledge of local Florida Keys offerings and attractions
  • Bilingual

    Physical Requirements

  • Ability to walk and stand for extended periods, talk, hear, listen, reach, grasp and perform repetitive motions
  • Ability to push, pull, lift, carry or otherwise move up to 40 - 60 lbs.
    • Posted October 7, 2024

    Cheeca Lodge and Spa

    WELCOME TO CHEECA

    A Legendary Tropical Hideaway

    Since 1946 the historic Cheeca Lodge & Spa has enchanted guests with world-class fishing, exceptional accommodations, and gracious hospitality. Come experience this lush oceanfront retreat, considered the premier luxury resort in the Florida Keys.

    The Legend of Our Grand Florida Keys Hotel Resort

    You've found it...the crown jewel of Islamorada Florida Keys hotels. 

    Hardy Keys pioneers called Conchs chose this very beach to carve out a tenacious living in the isolated beauty of the undiscovered Florida Keys. Here, they formed a Methodist congregation and built a two-room school house and a cemetery. Cheeca has preserved this Pioneer Cemetery, where members of the founding families of Islamorada are buried. You can explore it today; it is a designated historical site. The Angel with the Broken Wing watches over the grave of Etta Pinder, who died in 1914. Here lies the first footprint of Islamorada – "Purple Isle" in Spanish.

    The early 1940's brought electricity and fresh water. Mrs. Clara Mae Downey from Olney, Maryland, opened the Olney Inn in 1946. She described this early bellwether of Cheeca as "different – rather comparable to the tropical estate of a gifted host." Clara's first guest was President Harry Truman, who cherished his time loafing around the pool and wondering amidst the resort's 22 quaint bungalows. 

    Fast horses, high society and a healthy dose of Keys vivacity marked the reign of the Twitchell Family in the 1960's. Cynthia, better known as "Chee," was an heiress to the A&P grocery chain and owner of a top thoroughbred racing farm. "We took my nickname, combined it with my husband Carl's, and came up with "Cheeca," she recalled. The Twitchells completely refurbished the property, adding the main lodge, the oceanfront villas, tennis courts, golf course and Cheeca's trademark wooden fishing pier. Chee raised miniature tarpon and her beloved seahorses in the aquariums throughout the resort. "Suzy the Seahorse" became Cheeca's mascot and logo, gracing the resort's menus, brochures, towels and linens.

    Avid outdoorsman and Coca Cola magnate Carl Navarre purchased Cheeca Lodge in 1976, hosting his Fortune 500 friends in for sunny days of sportfishing and golf. Celebrities flocked to the hotel and famous guests were reeling in giant bonefish right off the resort's pier. The "Sportfishing Capital of the World" was born, seducing wealthy adventurers from around the world.

    In 2005, Cheeca Lodge underwent over $30 million dollars in renovations, restoring the property and its surrounding grounds to their original grandeur, ensuring that we will be a cherished destination for generations to come. Following a fire on New Year's Eve 2008, the Main Lodge was completely rebuilt once again, with a fabulous open-air lobby, a spectacular oceanfront banquet room with panoramic views, and an exclusive indoor / outdoor lounge area for club members.

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