Job Description
Job Description
Resort Operations Manager
Sedona, AZ
$80,000-$90,000
Basic Function:
Lead Spa focused resort operations including Front Desk, Concierge, Lounges, Laundry, Reservations and Rooms, responsible for delivering an unequaled experience for guests. Work with Spa Director, oversee managers and supervisors covering operations including, but not limited to, developing, and monitoring front desk, reservations, bell services, concierge, laundry, lounges, operator, locker rooms, guest billing, arrivals & departures, guest rooms and service. Act as additional support to operations, the position requires shift flexibility in support of Spa Operations.
The Director of Resort operations reflects a warm, personal, efficient, engaging and anticipatory service ethic across a range of tasks and functions in alignment with the Forbes 5 Star Resort Standards.
Work Performed:
1. Assist General Manager during operations with the Spa Coordinators, Concierge, Bell, Telephone Operator, Reservations, Lounge and Laundry Attendants including positive reinforcement and disciplinary action when appropriate.
2. Work with Spa Director to execute Spa standards to Forbes 5 Star level throughout guest spa experience including reservations, front desk and lounges.
3. Monitor and reinforce quality standards through daily feedback with employees as set by Management and Preferred standards.
4. Consistently review staffing levels for daily operations to ensure levels are appropriate given business needs. Cover the shifts as needed.
5. Assist in preparing and executing evaluations for Spa Coordinators, Concierge, Bell, Telephone Operator, Reservations and Lounge & Laundry Attendants evaluations with additional leadership support.
6. Maintain open communication with management, employees, and guests and communicate all goals and appropriate information with spa staff.
7. Prepare and evaluate scheduling to be effective with department needs and resort goals.
8. Assist in monitoring payroll.
9. Maintain SOPs, Training Manuals and operational checklists.
10. Lead and monitor new hire training for Spa Coordinators, Concierge, Bell, Telephone Operator, Reservations and Lounge & Laundry Attendants.
11. Ensure guests satisfaction and resolve challenges as they occur.
12. Ensure proper procedures of cash handling and billing for services received are being followed.
13. Complete billing adjustments to both guest bills and house accounts.
14. Participate in hiring staff and ensuring proper on boarding/training for maximum efficiency in department.
15. Conduct daily, weekly and monthly training of the staff to ensure highest possible guest experience to Forbes 5 Star level.
16. Orchestrate all group billing and communication to coordinator team and accounting department.
17. Continually update departmental documentation including training binder, SOP and checklists.
18. Ensure arrival preparation is complete including communication of guest requests, preferences and room moves.
19. Plan and attend operational department meetings.
20. Facilitate daily crossover meetings and line ups.
21. Work diligently to uphold facility standards by completing and monitoring completion of walk-throughs.
22. Diligently work towards promoting a team environment within the department and with the resort as a whole.
23. Promote cross and upselling by team members.
24. Develop a synergy between guest pre-arrival, on-property and post stay experience.
25. Act as MOD to rectify potential guest and staff issues.
26. Assist in coverage when necessary at the Front Desk, Concierge, PBX, Journey Guide and Lounge.
27. Attend necessary meetings at the resort.
28. Other duties as assigned.
29. Assist with room inspections and reporting defects, ensuring prompt resolution.
Supervision Exercised: Front Desk Manager/Asst Manager, Reservations Manager, Spa Coordinators, Concierge, Bell, Telephone Operator, Lounge & Laundry Attendants, Spa Front Office/Operations Supervisors
Supervision Received: General Manager
Responsibilities and Authorities:
1. Serve as a destination guest point person ensuring proper preparation, check-in and check-out procedures, meeting and exceeding guest expectations.
2. Act as a systems specialist to assist in training and monitoring that staff is following the correct procedures for data entry and correcting discrepancies.
3. Support and communicate with General Manager to ensure all tasks are completed on a daily and weekly basis.
Minimum Requirements:
Excellent communication skills and possess a working knowledge of the spa and health industry. Skilled in the operation of hotel Property Management Systems. The ability to read and interpret documents such as safety rules, operating and procedure manuals, reservation printouts and budget reports. The ability to think and respond quickly to pending problems and ability to effectively process information and prioritize tasks at hand. Ability to make decisions that are in the best interest of the guests and the spa.
Physical Requirements:
20% Sitting
80% Walking, standing and bending
Lifting/carrying up to 50 lbs.
Hearing and manual dexterity
Distance vision 1-3 feet
Ability to drive golf cart on occasion as necessary
#ZRDH
Company DescriptionSince 2000, Gecko Hospitality and its dedicated Franchise Partners and Recruiters throughout the United States have been pioneers in the hospitality recruiting industry. The value that Gecko Hospitality provides to its Clientele is evident in the advanced networking and technology skills our professional recruiters possess in identifying qualified restaurant professionals.
At Gecko Hospitality, we are passionate about making sure that every member of our recruiting team is familiar with our philosophies. In the same way that we learn about people when developing relationships and friendships, we want our people to have a sense of Gecko Hospitality's values and insight into our company's "personality." With this insight comes a greater understanding of how values "fit" with Gecko Hospitality's values, why we do things the way we do as well as providing a basis for making decisions that are appropriate to those values. We all play a part in keeping these traditions and philosophies alive.
We want every member of our recruiting team to understand that we are only as good as how well we follow these philosophies on an every day basis. Gecko Hospitality is all about achieving results by being motivated. This motivation to achieve results comes from within. No one can motivate us, nor can we motivate anyone else. As leaders, all that we can do is provide an environment where people motivate themselves to achieve mutually beneficial goals. Along with this philosophy, each team member possesses the following traits for which we are proud: honesty, integrity, desire, determination, listening skills, rapid learning, responding in a timely manner, effective communication skills, thoroughness, empathy, compassion, and most of all we want every team member to have a strong work ethic that motivates them to produce superior results both for our candidates and for our Clients.
At Gecko Hospitality, you certainly have... more choices
As part of our recruiting process, we may contact you regarding positions we feel are a good fit or engage with you via SMS text message. By clicking to submit your application, Gecko Hospitality has your consent to communicate via SMS text message moving forward.
Terms of Service are available at https://www.geckohospitality.com/terms
Privacy Policy can be found at https://www.geckohospitality.com/privacy
Message and data rates may apply, depending on your mobile phone service plan. For more help reply “HELP” to your texts or you can opt-out by replying STOP
Company Description
Since 2000, Gecko Hospitality and its dedicated Franchise Partners and Recruiters throughout the United States have been pioneers in the hospitality recruiting industry. The value that Gecko Hospitality provides to its Clientele is evident in the advanced networking and technology skills our professional recruiters possess in identifying qualified restaurant professionals.\r\n\r\nAt Gecko Hospitality, we are passionate about making sure that every member of our recruiting team is familiar with our philosophies. In the same way that we learn about people when developing relationships and friendships, we want our people to have a sense of Gecko Hospitality's values and insight into our company's "personality." With this insight comes a greater understanding of how values "fit" with Gecko Hospitality's values, why we do things the way we do as well as providing a basis for making decisions that are appropriate to those values. We all play a part in keeping these traditions and philosophies alive.\r\n\r\nWe want every member of our recruiting team to understand that we are only as good as how well we follow these philosophies on an every day basis. Gecko Hospitality is all about achieving results by being motivated. This motivation to achieve results comes from within. No one can motivate us, nor can we motivate anyone else. As leaders, all that we can do is provide an environment where people motivate themselves to achieve mutually beneficial goals. Along with this philosophy, each team member possesses the following traits for which we are proud: honesty, integrity, desire, determination, listening skills, rapid learning, responding in a timely manner, effective communication skills, thoroughness, empathy, compassion, and most of all we want every team member to have a strong work ethic that motivates them to produce superior results both for our candidates and for our Clients.\r\n\r\nAt Gecko Hospitality, you certainly have... more choices\r\n\r\nAs part of our recruiting process, we may contact you regarding positions we feel are a good fit or engage with you via SMS text message. By clicking to submit your application, Gecko Hospitality has your consent to communicate via SMS text message moving forward.\r\nTerms of Service are available at https://www.geckohospitality.com/terms\r\nPrivacy Policy can be found at https://www.geckohospitality.com/privacy\r\nMessage and data rates may apply, depending on your mobile phone service plan. For more help reply “HELP” to your texts or you can opt-out by replying STOP