Resort Assistant Manager

Roles and responsibilities

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk Manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review “Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
• Maintain an accurate filing system.
• Liaise with Front Desk heartists on all outstanding bills and ensure full payment of departing guests.
• Ensure that the hotel credit policies are adhered to at all times.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Review all reservations, assign room blockings
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Check all transactions performed by Front Desk heartists during shift and countersign on designated space in the registration card signifying approval.
• Ensure that repeat guests are pre-registered, when necessary.
• Update and maintain guest history/profile of all guests.
• Overlook and drive ALL loyalty and guest recognition programs.
• Manage the submission of all local government requirements/information concerning hotel guests.
• Manage the strict control of room keys.
• Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP’s (Standard Operating Procedures) including all safety policies.
• If required, oversee the daily Operations of the Kids Club.
• Promote all hotel services, offers and facilities and their operating hours.
• Adhere to Hotel’s Hygiene and HACCP standards and ensure it’s Standard Operating Procedures and Requirements are fully met
  

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous proven supervisory position or equivalent.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of opera or opera cloud Property Management System an asset.
• Strong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Desired candidate profile

1. Operations Management

• Supervising Daily Operations: Oversee the daily operations of the resort, including front desk, housekeeping, food and beverage, and recreational services.
• Resource Allocation: Ensure that staff is adequately allocated to each department to meet guest needs and ensure smooth operations.
• Quality Control: Maintain high standards of cleanliness, maintenance, and guest service throughout the resort. Conduct regular inspections of the property.
• Problem Resolution: Address and resolve any operational or guest service issues, ensuring problems are solved quickly and effectively.

2. Guest Services and Satisfaction

• Guest Interaction: Ensure that guest concerns and requests are handled promptly and professionally. Interact with guests to ensure satisfaction and improve the overall guest experience.
• Guest Complaints: Act as a point of contact for guest complaints or concerns, addressing any issues and ensuring a positive resolution.
• Guest Feedback: Collect and analyze guest feedback to improve service quality and operational processes.

3. Staff Management and Development

• Team Supervision: Oversee the recruitment, training, and performance management of resort staff, ensuring that they adhere to service standards and contribute to the resort’s success.
• Motivation and Leadership: Provide leadership and motivation to staff, fostering a positive, collaborative, and efficient work environment.
• Scheduling and Staffing: Manage the scheduling of staff shifts, ensuring that all areas of the resort are properly staffed during peak and off-peak times.

4. Financial Management

• Budgeting: Assist in the development and management of the resort’s budget, ensuring that operational costs remain within budget while maintaining quality services.
• Revenue Management: Support the implementation of pricing strategies, promotions, and revenue generation activities, including managing room rates and occupancy levels.
• Cost Control: Monitor and control operational expenses, such as labor costs, supplies, and utilities, to ensure profitability.

5. Health, Safety, and Compliance

• Health and Safety Standards: Ensure that the resort meets all local health, safety, and regulatory requirements. Conduct regular safety drills and ensure that staff are trained on emergency procedures.
• Environmental Practices: Promote sustainable and eco-friendly practices, such as waste reduction, energy-saving initiatives, and water conservation, aligning with the resort's sustainability goals.
• Compliance: Ensure compliance with legal requirements related to hospitality, employment, and safety regulations.