Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
Minimum of 5 years of progressive resort/hotel operations experience preferred.
Exceptional multitasking and project management skills under tight deadlines.
Proven track record in financial target achievement and budget management.
Strong financial and analytical acumen.
Responsibilities
Lead guest accommodations for an exceptional experience.
Oversee front office, housekeeping, maintenance, security, and retail operations.
Interface visibly with guests to monitor satisfaction and service feedback.
Ensure personalized service for VIP guests, owning their relationships.
Develop and implement policies aligning with brand and service standards.
Benefits
Opportunity to lead a high-performing team in a resort setting.
Engage with guests and play a key role in enhancing their experiences.
Involvement in strategic financial planning and revenue management.
Strong emphasis on professional development and cross-departmental collaboration.
Full Job Description
Job Summary
Lead all aspects of the Resort's guest accommodations to ensure a seamless and exceptional guest experience
Lead with a guest centric focus, able to decide critical priorities and bring to closure.
Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
Lead and manage front office operations, housekeeping, maintenance, security and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
Leads with credibility: building and inspiring trust throughout all departments
Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; reviewing payroll, operating expenses, and departmental costs.
Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
Responsible for developing and implementing policies and procedures that align with the brand and customer service standards
Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate
Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction
Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives
Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
Drive GSS scores to the highest level with proper vision, training and hands on leadership
Key Skills & Experience Required
Bachelor's degree in Hospitality Management, Business Administration, or related field strongly preferred
A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
Effectively able to lead and inspire
Strong financial and analytical acumen
Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
Demonstrated clear verbal and written communication skills
Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.
Ability to work flexible schedules including weekends and holidays.
Able to walk or sit for long periods of time; able to flex, bend, stoop, reach on a frequent basis.
