Job Description

Roles & Responsibilities

Key Responsibilities:

• Daily Operations Management: Oversee the resort s day-to-day operations, ensuring seamless functionality across all departments.
• Guest Relations: Address and resolve guest concerns and feedback promptly and professionally, maintaining high service standards and enhancing guest satisfaction.
• Team Leadership: Provide guidance and support to staff during shifts, ensuring operational efficiency, staff productivity, and adherence to service standards.
• Emergency Management: Serve as the first point of contact for emergencies or incidents, coordinating responses and reporting to senior management as required.
• Policy and Procedure Compliance: Ensure all resort policies, procedures, and standards are consistently followed and upheld.
• Interdepartmental Coordination: Collaborate with department heads to resolve operational issues and enhance service delivery.
• Reporting: Prepare daily operational reports, including guest feedback, incident logs, and shift summaries, for senior management review.
• Health and Safety: Ensure compliance with health, safety, and hygiene regulations to provide a secure environment for guests and staff.
• Guest Experience Oversight: Oversee the entire guest journey, from reservations to departure, ensuring a seamless and exceptional experience.
• Professional Development: Support the growth and development of reservation agents and front office staff to strengthen succession planning.
• KPI Management: Establish and monitor key performance indicators (KPIs) for the Front Office and guest satisfaction to drive service excellence.
• Front Office Operations: Assist with guest check-ins and check-outs, ensuring all procedures are followed accurately and efficiently.
• Cross-Departmental Support: Assist in various hotel areas, including Food & Beverage operations, to eliminate potential service issues.
• Proactive Guest Service: Respond promptly to requests, leading by example and fostering a proactive and resourceful team culture.
• Health & Safety Responsibility: Ensure the well-being of all patrons, guests, and staff members, adhering to the resort s safety protocols and procedures.

Desired Candidate Profile

Prior experience in a leadership role is essential. Previous experience with Property Management Systems is required. Must be proficient in Microsoft Windows applications. A University or College degree in a related discipline is preferred. Must maintain a polished and professional presentation. Strong ability to resolve issues effectively while maintaining positive guest interactions. Highly dependable with a strong sense of accountability. Capable of performing efficiently in a fast-paced environment. Ability to work seamlessly within a team-oriented setting. Must prioritize guest needs, remaining calm, courteous, and attentive at all times.