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Director of Operations and Experiences

5 months ago

Key Largo, United States PMG Asset Services Full time

Description:

Department:

PMG Asset Services / PMG Vacation Rentals Reports to:

Director of Property Management FLSA Status:

Exempt Property:

Playa Largo Ocean Residences Job Summary:

As the Director of Operations and Experiences, you will play a pivotal role in overseeing and optimizing the operational aspects of our business, while simultaneously crafting and delivering exceptional experiences for our clients. This multifaceted position requires a dynamic individual with a keen eye for detail, strategic thinking, and a passion for creating memorable experiences. Job Responsibilities:

Including but not limited to Manage daily operations, including check-ins, check-outs, and room assignments. Handle reservations, registration, and telephone/email services. Respond promptly to guest calls, requests, or complaints, and address feedback to enhance service quality. Encourage guest reviews for performance ratings. Communicate daily arrival messages with introductions and direct contact information, and personally greet guests upon arrival when possible. Enhance luxury guest experience and facilitate bookings for resort restaurants, in-home chef dining, SPA, and fishing trips. Maintain sales efforts, focusing on upselling and direct bookings, and follow up on event leads from platforms like CVENT, Hotelbeds, and Playa Resort leads. Provide monthly replenishment lists and secure inventory in supply closets, including submitting the weekly opt-in breakfast to Playa Resort. Assist with details impacting guest service and home presentation, manage housekeeping schedules, conduct inspections, and ensure cleanliness standards using checklist SOPs. Complete pre-check-in walkthroughs to ensure all appliances and services are operational, and submit the weekly laundry schedule to Playa Resort. Manage and allocate budget resources for events, amenities, and initiatives, track monthly expenses, and participate in revenue calls. Provide weekly and monthly reports, process utility invoices through Accounts Payable, and manage Yardi and Concur systems. Address and resolve housing-related issues, oversee maintenance work orders, and manage time effectively for projects and Playa apartments. Respond to and manage emergency situations or crises, enforce safety protocols, and curate unique experiences for clients. Stay informed about industry trends, collaborate with various departments to integrate experiential elements into products and services, and align experiences with brand messaging. Liaise with clients to understand their needs and expectations, implement feedback to enhance future experiences, and establish relationships with vendors and partners. Negotiate contracts, plan and coordinate events, oversee logistics and scheduling, and continuously explore innovative concepts to elevate the overall customer experience. Monitor industry trends to stay ahead in the ever-evolving experiential landscape. Requirements:

Bachelor's degree in Business, Hospitality, Marketing, or a related field. Proven experience in operations management and creating impactful experiences. Strong leadership and team management skills. Exceptional organizational and problem-solving abilities. Excellent communication and interpersonal skills. Budgeting and financial management expertise. Creative thinking and a passion for delivering outstanding experiences. Thank you for expressing interest in employment with our organization. While only those candidates considered for the position will be contacted, your resume will remain on file for 90 days.

Equal Opportunity Employer #J-18808-Ljbffr