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 operations
Oversee and have a working knowledge of all Front Office systems
Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner
Ability 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 areas
Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy
Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of moral
Effectively supervises all areas include coaching and counseling, and disciplinary action as necessary
Organize and oversee group arrivals and departures with the Bell Captain
Interview and hire new staff as necessary for the departments
Conduct performance reviews as necessary for the Guest Service department
Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs
Ensure that department profitability objectives are met
Monitor payroll and labor costs on a daily basis
Create department budgets annually and effectively controls expenses
Responsible for the economical purchase and control of all equipment in the departments
Interact with VIP’s, Homeowners, and Group Coordinators as necessary
Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet al VIPs whenever possible
Know all safety and emergency procedures for guests and employees and how to act upon them
Develop and implement service standards to ensure a consistent guest experience at a high quality level
When 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 management
Effectively implement training for all staff and train in all areas as necessary
Maintain outside business contacts within the hotel/resort industry
Responsible for the implementation and effectiveness of all cash handling within all reporting departments
Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident
Other duties as assigned
Supervision Exercised : Front Office Supervisor, Bell Captain, Lead Concierge
Supervision Received : Front Office Manager
Responsibility & Authority :
Oversee Guest Services staffing, operations and financial responsibilities
Maintain a high level of guest service at all times in all guest services areas
Uphold the resort commitment to hospitality
Act as Manager on Duty as required
Work closely with all departments to ensure guest service levels are being met
Minimum 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…