Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you!At Enchantment, we work together to create and deliver extraordinary experience for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you'll ever find! Come join us!
Basic Function: Oversees all of the guest services areas including, Front Desk, Bell Staff, and Concierge. Ensure high level of guest satisfaction and smooth running operations. Maintains financial responsibility over Guest Services
Work Performed:
Overall knowledge of all resort operationsOversee and have a working knowledge of all Front Office systemsEnsure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory mannerAbility to deal effectively with all departments on daily basis to ensure high standards of guest services Ability to ensure high level of services is maintained in all areasAnticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policyHold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moralEffectively supervises all areas include coaching and counseling, and disciplinary action as necessaryOrganize and oversee group arrivals and departures with the Bell CaptainInterview and hire new staff as necessary for the departmentsConduct performance reviews as necessary for the Guest Service departmentSchedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costsEnsure that department profitability objectives are metMonitor payroll and labor costs on a daily basisCreate department budgets annually and effectively controls expensesResponsible for the economical purchase and control of all equipment in the departmentsInteract with VIP's, Homeowners, and Group Coordinators as necessaryInspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet al VIPs whenever possibleKnow all safety and emergency procedures for guests and employees and how to act upon themDevelop and implement service standards to ensure a consistent guest experience at a high quality levelWhen serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort managementEffectively implement training for all staff and train in all areas as necessaryMaintain outside business contacts within the hotel/resort industryResponsible for the implementation and effectiveness of all cash handling within all reporting departmentsUnderstand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incidentOther duties as assignedSupervision Exercised: Front Office Supervisor, Bell Captain, Lead Concierge
Supervision Received: Front Office Manager
Responsibility & Authority:
Oversee Guest Services staffing, operations and financial responsibilitiesMaintain a high level of guest service at all times in all guest services areasUphold the resort commitment to hospitalityAct as Manager on Duty as requiredWork closely with all departments to ensure guest service levels are being metMinimum Requirements:
Bachelor's degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 2 years' Front Desk supervisory experience and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills
Physical Requirements:
45% Sitting
65% walking, standing and bending
Lifting/Carrying up to 25 lbs.
Hearing and Manual dexterity
Distance vision 1-3 feet
Ability to drive golf cart on occasion as necessary
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