Guest Billing Manager

Sand Valley is a golf resort and community settled gently upon 12,000 acres of rugged, pre-historic sand dunes in central Wisconsin. Here, residents and guests will find five world-class golf courses built in harmony with the land: Sand Valley, Mammoth Dunes, The Sandbox, The Lido, and Sedge Valley.  Founded in 2016 by brothers Michael and Chris Keiser, the resort is known for its friendly hospitality and a community of golf and outdoor enthusiasts who have been drawn to the raw beauty and serenity of the vast Wisconsin Wilderness. Inspired by the heathland golf courses of London, Sand Valley showcases golf as it was meant to be, much like the other Dream Golf properties, Bandon Dunes and Rodeo Dunes.

Beyond premier golf, Sand Valley is a year-round celebration of all the outdoors from fat-tire biking, hiking, and kayaking to ice hockey, skating, or a guided cold plunge. The resort now features a 13,000-square-foot Tennis Center with 16 grass tennis courts and the eleventh Court Tennis facility in the United States. Alongside soul-stirring golf and outdoor exploration, Sand Valley offers a variety of savory dining venues showcasing globally inspired and rustic Wisconsin cuisine.

The Sand Valley team works together to create experiences of a lifetime by asking questions and sharing ideas. With authenticity and a hard-working attitude, Sand Valley helps guide guests through an immersive experience in Wisconsin's natural beauty and away from the demands of daily life.

• The Guest Billing Manager is responsible for leading all aspects of billing within the resort operations divisions to ensure a seamless and exceptional guest experience. This role focuses on setting and maintaining standard operating procedures to deliver error-free guest folios upon departure, managing deposit collections, and overseeing pre-billing processes for arrivals. Additionally, the Guest Billing Manager leads a team dedicated to handling guest billing disputes, pre-arrival billing processes, and ensuring efficient resolution of any billing issues.

• Operational Leadership:
• Develop, implement, and maintain standard operating procedures for guest billing, ensuring error-free and timely final folios.
• Lead the pre-arrival experience by proactively managing deposit collections and pre-billing of guest stays to enhance operational efficiency.

• Guest Billing Team Leadership:
• Supervise and mentor a team of billing specialists, providing training, guidance, and performance feedback to support their professional development.
• Oversee the resolution of guest billing disputes, ensuring prompt and satisfactory.

• Pre-Arrival Experience:
• Collaborate with reservations, front desk, and other departments to streamline pre-arrival billing processes, including deposit collections and pre-billing accuracy.
• Ensure all pre-arrival guest billing communications are clear, accurate, and professional.

• Interdepartmental Collaboration:
• Work closely with Golf Operations, Food and Beverage, Front Desk, and other divisions to identify and resolve potential billing discrepancies before they impact the guest experience.
• Act as the central point of contact for all billing-related questions and issues across resort departments.

• Data Integrity and Confidentiality:
• Maintain accurate and secure records of all billing transactions in alignment with company policies and regulatory requirements.
• Monitor and report on billing performance metrics, identifying opportunities for continuous improvement.

• Guest Focus:
• Serve as a key liaison for guests regarding their billing inquiries, ensuring clear communication and timely resolution to enhance guest satisfaction.

• Additional Duties:
• Support the central reservations team by assisting with reservations calls, lodging bookings, and tee-time management as necessary.
• Perform administrative tasks and data entry related to guest billing as required.
• Serve as administrative support within the Business Operations division.

• Bachelor’s degree in hospitality, business management, or a related field preferred.
• Minimum of 3 years of experience in billing, reservations, or a related operational leadership role within the hospitality industry.
• Strong proficiency in property management systems, such as Agilysys, Freedom Pay, and in Microsoft Office Suite (Outlook, Word, Excel).
• Demonstrated ability to lead a team, manage multiple priorities, and resolve complex problems effectively.
• Exceptional communication skills, both written and verbal, with a professional demeanor and appearance.
• High level of accuracy, attention to detail, and confidentiality in managing billing records.
• Flexible availability, including evenings and weekends as needed.

• Full-Time Regular, Salary, Exempt

Sand Valley LLC is an Equal Opportunity Employer