Evening Resort Manager

Provides direction and support on the evening shift to all department managers. Facilitate and direct all evening operating departments, in meeting and exceeding resort goals and assist in providing timely guest and associate resolution that is in the best interest of the guest and the resort. This position will direct, implement and maintain service and management philosophies which serves as a guide to the respective staff.  The Evening Resort Manager will assist hotel guests courteously and efficiently according to established five-diamond service standards. Process all payments according to established hotel requirements. Acts as Manager on Duty in the absence of Division Head.

Essential: 

• Prior experience in the management of the following hotel departments: Front Desk, Housekeeping, Guest Services, and Reservations

• Previous experience working with cashiering duties.

• High school graduate.

• Excellent reading, writing, and oral proficiency in the English language.

• Ability to provide superb communication to hotel guests, employees and vendors. Extremely polished and professional at all times

• Ability to enforce hotel’s standards, policies and procedures.

• Ability to prioritize and organize work assignments, delegate work.

• Ability to direct performance or staff and follow up with corrections where needed.

• Ability to motivate staff and maintain a cohesive team.

• Ability to assess departmental training needs and provide such training in order to better operations and staff knowledge.

• Ability to be a clear thinker, analyze and resolve problems while exercising good judgment.

• Strong presentation and public speaking skills demonstrating a proven ability to represent the property professionally and successfully.

• Computer proficiency in the applications of; Excel, Word, and ability to learn company software applications.

• Passionate about hospitality and exudes warm and sincere approach to guest and associate service.

• Detail oriented without losing sight of the bigger picture

• Ability to suggestively sell available rooms.

• Ability to input and access information in property management system (Opera).

• Ability to remain calm and courteous with demanding/difficult guests and/or situations.

• Ability to ensure security and confidentiality of guest and hotel information.

• Ability to work without direct supervision.

Desirable:

• Familiarity with yield management and cost controls by supervising hourly staff and staffing requirements. Guiding front desk staff to yield rates with walk in guests and upselling.

• Knowledge of our Property Management System (Opera).

• Experience in a Spa Management system.

• Multi-lingual.

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

• Maintain complete knowledge at all times of:

  • All hotel features/services, hours of operation.

  • All room types, numbers, layout, décor, appointments and location.

  • All room rates, special packages and promotions.

  • Daily house count and expected arrivals/departures.

  • Room availability status for any given day.

  • Scheduled in-house group activities, locations and times.

  • All hotel and departmental policies and procedures.

• Access all function of computer system according to established procedures and standards.

• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

• Conduct pre-shift briefings with staff and review all information pertinent to the day’s business.

• Monitor guest mail and ensure that it is processed according to procedure.

  • Monitor the staffs’ interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective personnel.

• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Promote positive guest relations at all times.

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards while providing support leadership to staff relating to operational needs. 

• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

• Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.

• Provide guest room tours if needed.

• Assist the Front Office Manager with preparation of annual forecasts and rooms budget. 

• Follow up on assignments given by Front Office Manager.

• Ensue team is knowledgeable of Forbes 5 Star standards and adhering to them in all service interactions.

• Provide constructive feedback and training to employees in order to energize the welcome and well cared philosophy to our guests. 

• Oversee heartfelt training exercises and delivery of content and materials to all Front Desk employees. 

• Supervise that staff report to work as scheduled.  Report to Front Office management any late or absent employees.

• Coordinate breaks for staff.

• Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations which compromise the department’s standards and delegate these tasks.

• Inspect grooming and attire of staff, rectify any deficiencies.

• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards.

• Assist staff with their job functions to ensure optimum service to guests.

• Ensure and supervise that all closing duties for staff are completed before staff sign out.

• Conduct a formal training program on the required job functions with criterion expected and department orientation with new hires.  Conduct ongoing training with existing staff.

• Provide feedback to staff on their performance.  Report to Front Office Management disciplinary problems according to hotel standards.

• Other duties as assigned by management

The salary for this position is $74,000. This is the pay range for this position that the employer reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type and of size of prior property experience, location, and education.