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Assistant Manager of Guest Engagement
3 months ago
The Assistant Manager of Guest Engagement position will be responsible for bringing the brand promise to life in resort recreational and entertainment departments. The role serves as guest advocate and advisor to the Head of Guest Engagement and leads the daily operations of assigned work teams in the food & beverage, activities and recreation. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offer
COMPANY BENEFITS:
•Weekly Pay
•Growth Opportunities
•401K
•Comprehensive Benefits – Health, Dental and Vision Plans.
•EAP – Employee Assistance Program
•PTO - Paid Time Off
•Discounts through IHG including additional discounted employee benefits through our company Perks website
•Tuition Reimbursement & Continuing Education Courses
•Outstanding Company Culture
ESSENTIAL DUTIES AND TASKS:
- Hiring, training, coaching and scheduling of assigned team members. Development of PDPs, evaluation and active coaching to develop Brand hearted guest engagement delivery staff. Demonstrate a culture of learning and mentorship for continual performance development.
- Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Assist with managing department engagement plans, talent review and succession planning.
- Demonstrate Brand hearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled.
- Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
- Assist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others, etc. Assist to implement and maintain consistent delivery of guest engagement brand standards and ways of working that create fun and immersive experiences for the entire family.
- Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements.
- Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections.
- Assist in the development of departmental budgets and allocation of resources to meet financial goals.
- Operate departments successfully within budgetary guidelines.
QUALIFICATIONS:
- Demonstrated ability to anticipate, prevent and solve complex problems, and deliver results in a fast-paced setting.
- Demonstrated professional verbal and written communication and presentation skills.
- Novice level mastery of Microsoft Office products.
- Responsible for developing, planning, and executing all on and off property premium resort offerings as well as complimentary offerings.
EDUCATION and/or EXPERIENCE:
- High School Diploma or GED equivalent required. Four-year college degree preferred.
- 2 years customer facing service/hospitality.
CERTIFICATES, LICENSES, REGISTRATIONS:
- SERVSafe certified
- Life Safety certified
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