Key ResponsibilitiesOperations Management- Manage and supervise operations of the front desk, bell services, Villas, reservations teams and Housekeeping ensuring high-quality guest service as per Hawks Cay's standards.
- Oversee check-in/check-out processes, ensuring efficient guest interactions and accurate billing.
- Coordinate bell services for luggage handling and guest assistance, maintaining a welcoming and professional demeanor.
- Ensure security protocols are enforced to maintain a safe environment for guests and staff across the oceanfront property.
- Supervise reservations to optimize occupancy, manage booking systems, and handle special requests, aligning with the resort's revenue goals.
Guest Experience- Uphold Hawks Cay's commitment to anticipatory and personalized service, addressing guest needs proactively with a focus on luxury and hospitality.
- Handle escalated guest concerns, ensuring prompt resolution to maintain high satisfaction scores.
- Collaborate with other departments (e.g., housekeeping, spa, dining, marina) to deliver a cohesive guest experience across the resort's amenities, including multiple pools and dining venues.
Staff Management- Recruit, train, and mentor department managers and staff, fostering a diverse and culturally inclusive workplace.
- Develop schedules to ensure adequate staffing while balancing operational needs with employee work-life balance.
- Implement training programs to enhance skills in customer service, safety, and reservation systems.
Operational Efficiency & Compliance- Monitor and manage departmental budgets, ensuring cost-effective operations while maintaining luxury standards.
- Oversee maintenance of front office systems, including booking software and security protocols.
- Ensure compliance with resort policies, including non-smoking rules, accessibility accommodations, and pet policies.
Performance Metrics- Track key performance indicators (KPIs) such as guest satisfaction scores, occupancy rates, and departmental revenue contributions.
- Analyze feedback from platforms like Tripadvisor and internal surveys to identify areas for improvement.
Qualifications- Bachelor's degree in hospitality management, business administration, or a related field (preferred).
- Minimum of 5-7 years of experience in hotel operations, with at least 3 years in a supervisory or managerial role overseeing front office, reservations, villas, or related areas.
- Proven leadership skills with experience managing diverse teams in a high-paced, luxury hospitality environment.
- Strong knowledge of reservation systems (PMS), front office operations, revenue management, and security protocols.
- Exceptional communication, problem-solving, and interpersonal skills.
- Familiarity with the Florida Keys market and luxury traveler expectations is a plus.
- Ability to work flexible hours, including weekends and holidays.
Work Environment Fast-paced, guest-facing leadership role at a full-service oceanfront resort in Duck Key, Florida. This position offers a stunning island setting with access to resort amenities (based on availability) and opportunities for professional growth.
Benefits- Competitive salary
- Medical, dental, vision, and ancillary benefits
- Potential discounts at sister properties
- Opportunities for professional development in a high-profile luxury resort
