RESORT OPERATIONS MANAGER

POSITIONS SUPERVISED:

• VIP-Front Desk Manager
• Manager on Duty
• Food & Beverage Manager
• Engineering Manager
• Housekeeping Contractor

The position of Resort Operations Manager, (ROM), assists Senior Leadership in directing property-wide Resort Operations and supervising the following departments; VIP-Front Desk, Food & Beverage, Recreation, Engineering. The ROM ensures the highest levels of guest and employee satisfaction while maximizing profitability and efficiency. Specific day-to-day emphasis is placed on overseeing Resort Operations and all staff duties. The ROM manages the resort’s overall operation by maintaining established cost and quality standards set forth by Senior Leadership.

ESSENTIAL JOB FUNCTIONS: The essential job functions listed below are representative of the knowledge, skill, and/or ability required. The ROM is required to assist Senior Leadership with the daily operations of the reporting departments of the resort to maintain the highest level of quality standards for guest and employee satisfaction, quality assurance, and asset protection. The ROM must demonstrate leadership and providing the best guest experience possible.This position requires high levels of customer service and conflict resolution skills. It also offers the opportunity to work flexible hours and to do good networking in representing a home away from home experience to guests. The duties of the ROM involve ensuring the controls of availability of rooms and the day-to-day functions of Resort Operations. The ROM ensures staff handles all guests’ logistics according to resort operational procedures; includes all guests, groups and guests staying to take a tour.

• Leadership – Act and manage in accordance with the resort’s operational standards. Provide leadership by conducting business in a professional manner and in accordance with all policies and standards of conduct, business ethics and conflicts of interest. Present physical appearance and communications skills to the level of professionalism expected by employees, guests, sales accounts, local community representatives, vendors and competitors.
• Resort Product Quantity, Quality and Compliance – Measures property quality assurance through inspections to ensure required codes are up to standard. Takes action to correct any deficiencies. Ensures satisfactory guest experiences by maintaining the physical condition of the resort in accordance with the standards of cleanliness and product quality. Completes within an expeditious time period action items of improvement assigned and able to delegate such tasks to departments/staff and conclude follow-up activity. Assist with inventory and order control of department supplies to maintain cost effective inventory levels in accordance with operational standards. Supports department managers to ensure employees have the correct amount of supplies, and properly working tools and equipment to successfully perform their jobs. May obtain contractual bids from vendors for Senior Leadership review and/or approval.
• Guest Satisfaction – Measured by guest comments/surveys/complaints on an ongoing basis and response accordingly. Receives and reviews guest feedback and takes action to correct any service issues to achieve the highest level of satisfactory response. Able to train staff to successfully perform functions necessary to avoid a repeat of trending concerns. Professionally handle difficult situations involving guests issues. Attempt to resolve all issues of guest service before guests leave the property. Properly administer policies and procedures for satisfaction guarantees, frequent guest reward programs, and recognition of special and frequent guests.

ESSENTIAL JOB FUNCTIONS CONTINUED:

• Cost & Revenue Management –Manages given resources of revenue to include rooms, food & beverage, and other areas assigned. Ensures departments are profitable and maintains strong working relationships. Use knowledge of local market to assist Senior Leadership to maximize resort’s strengths and minimize resort’s weaknesses against competitors.
• Senior Manager on Duty (SMOD) – Service the resort as a Senior MOD to ensure guest satisfaction, departmental working relationships, and resort operating procedures are executed daily by the MOD staff. Ensures that the highest quality standards of guest service, proper guest room cleanliness, and maintenance of all facilities is achieved. Follow up on any inspections the property regularly conducts and implements action to ensure the safety and comfort of guests and associates from fire, injury, or illness due to unsafe or unsanitary conditions.
• Employee Performance and Satisfaction – Creates and maintains a positive work environment that encourages employees to be productive and effective at consistently delivering outstanding guest satisfaction. Sets goals and hold staff accountable for achieving goals by using the proper performance management tools. Reward and recognize staff for achieving and exceeding guest expectations. Measures employee performance and satisfaction by departmental turnover and retention, and resort operating standards.
• Staff Recruitment, Training & Development – Hires, trains and manages selected staff; provides advice, feedback, and assistance enabling them to achieve the highest standards of performance. Develops staff by delegating work responsibilities, supporting and initiating training activities, and assisting them in identifying areas of improvement in their area. Encourages open dialogue among staff, cultivating an environment which encourages suggestions and involvement. Keeps staff informed of company policies, activities, and improvements. Responsible for conducting regular staff and department meetings.
• Staff Attendance & Payroll Details – Approves time off request, payroll, and reviews departments’ overtime. Takes action given by Senior Leadership to correct and/or control any high payroll costs.
• Resort Liaison & Representative – Partners with assigned contracted entities to ensure the overall success of the property; Housekeeping, Third Party Staffing, vendors, etc.  May participate in local, civic and professional organizations to enhance the visibility and reputation of the property.
• Performs other duties as assigned by Senior Leadership or in partnership with other property projects

ESSENTIAL REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in Hotel/Restaurant Management or Business Administration/Management is a plus. (Equivalent years of experience may be considered.)
• 5 years of resort or hotel experience working and managing the operations of Front Office, F&B, Engineering and Recreation & Activities; in-depth knowledge of all department systems and procedures.
• 3 years of resort or hotel experience managing/supervising/training staff.
• 3 years of resort or hotel training experience in Front Office operations, cash drops and handling, occupancy forecasting, customer service and guest conflict resolution and guest incident/injury report.
• 3 years of resort or hotel project and budgetary management skills; good organizational skills and common sense enabling one to prioritize many different needs at one time.
• Mature, responsible person to assume Resort Operations responsibilities and accountability at all times. Experience working with other resort or hotel operations departments; housekeeping, reservations, owner services, sales & marketing and other administrative staff.

ESSENTIAL REQUIRED QUALIFICATIONS CONTINUED:

• Must be able to speak, read, and write Basic English enabling one to communicate effectively with all guests, hotel management and staff and complete all required paperwork.
• Must have a friendly, helpful personality enabling one to handle stress and guest relations pleasantly and effectively.
• Must possess good organizational skills and be detail oriented in order to facilitate accurate completion of all required forms and procedures.
• Must be able to stand for long periods of time (up to four hours in length). Requires walking, reaching, and bending frequently.
• Must be able to favorably represent the resort and the company to guests, staff and community.

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