Resort Operations Manager

3 weeks ago

Fort Worth, Texas, United States Hotel Drover Full time
About Hotel Drover

Hotel Drover is a unique and authentic destination in the heart of the Fort Worth Stockyards. Our mission is to deliver true Texas hospitality and create an unforgettable experience for our guests. We're seeking a dedicated and passionate individual to join our team as an Overnight Resort Manager.

Job Summary

The Overnight Resort Manager is responsible for overseeing all property operations during the overnight shift. This includes ensuring the highest levels of hospitality and service are provided to our guests, representing property management in resolving any guest or property-related situation, and personally assisting in resolving any issues and completing tasks.

Key Responsibilities
  • Monitor and ensure compliance with all Guidelines to Operations
  • Ensure all employees are in proper uniform and properly groomed
  • Manage front office inventories
  • Direct, monitor, and assist night audit staff
  • Ensure guest tracking scores and employee opinion survey goals are achieved
  • Manage employee hours; monitor employee attendance and records absences/tardiness
  • Work with leadership team to identify and implement action plans to prevent the reoccurrence of guest issues
  • Establish a guest account, as per Hotel policies, for direct billing, credit card, and cash payment
  • Audit and balance each day's shift, prepare daily banking, and report any discrepancies
  • Complete and understand the Credit Limit Reports and ensure that appropriate action is taken
  • Ensure all front office employees are adhering to proper cash handling procedures and monitor overage/shortages
  • Ensure associate shifts are rostered and recorded on ADP workforce management
  • Ensure appropriate training is delivered to the team, i.e., Marriott training and discipline-specific
  • Promote teamwork and employee morale
  • Keep employees informed regarding new operational procedures, standards, or programs
  • Assist supervisors in handling employee performance issues (performance reviews, counseling, and recommendations)
  • Create incentives that will promote better service and profit for the property
  • Embody the shared values of Hotel Drover
  • Maintain an open line of communication with leadership team
  • Lead and coach a team of night audit agents, providing ongoing training and development to maintain high-quality service standards
  • Fully knowledgeable about guest rooms, rates, promotions, amenities, programs, and services
  • Resolve guest inquiries and complaints regarding reservations in a professional and timely manner
  • Always provide a professional image through appearance, dress, and speech
Requirements
  • Resilience and ability to adapt swiftly to changing situations
  • Ability to influence others positively; building and contributing to teams
  • Attention to detail: planning and organizing
  • Problem-solving and decision-making
  • Professional demeanor
  • Passion for creating an amazing experience for our guests
  • Strong prioritization and organization skills
  • Flexible schedule, able to work evenings, weekends, and holidays
  • Thoughtful communicator with excellent written and verbal skills
  • Strong interpersonal and relationship-building abilities; passion for collaboration and providing administrative support
Qualifications
  • 1-2 years of management experience in front desk, guest services, night audit, or related professional area
  • Opera PMS experience preferred
  • Marriott MGS + Bonvoy experience preferred
  • Ability to handle stressful situations in a calm, professional manner
  • Good problem-solving skills
  • Strong computer skills

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