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Resort Operations Manager

2 months ago

Pigeon Forge, Tennessee, United States Music Road Resort Full time

Job Summary

The Music Road Resort is seeking a highly skilled and experienced Resort Operations Manager to join our team. As a key member of our management team, the Resort Operations Manager will be responsible for providing exceptional front desk service to our guests and responding to their needs, requests, and complaints.

Key Responsibilities

  • Direct staff activity to meet revenue, guest satisfaction, and performance goals.
  • Solve guest and employee issues in a professional and courteous manner.
  • Assist staff with exceeding guest expectations and providing a high level of customer service.
  • Track errors with reservations and ensure accurate and efficient processing.
  • Ensure compliance with tax exempt reconciliation and PCI regulations.
  • Schedule and manage Front Desk/Reservation staff to ensure adequate coverage.
  • Coach and develop Front Desk/Reservations staff to improve performance and guest satisfaction.
  • Issue refunds and process guest transactions in a timely and accurate manner.
  • Conduct audits and score calls to ensure quality and consistency.
  • Make postings and complete other administrative tasks as needed.
  • Assume duties of the Guest Services Director in their absence.

Requirements

  • Flexible schedule to meet the needs of the resort.
  • Excellent time management skills to prioritize tasks and meet deadlines.
  • Competence in all guest service roles to provide exceptional service to our guests.

Education and Experience

  • High school diploma or equivalent required.
  • Hotel Front Desk experience: 1 year required.
  • Supervisory experience: 6 months preferred.