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Assistant Manager of Guest Engagement

2 months ago

Kissimmee, Florida, United States Holidayinnclub Full time

Job Summary

The Assistant Manager of Guest Engagement - Recreation is a key role in bringing the brand promise to life in resort recreational and entertainment departments. As a guest advocate and advisor to the Head of Guest Engagement, this role leads the daily operations of assigned work teams in activities & recreation functions.

Key Responsibilities

  • Hiring, training, coaching, and scheduling of assigned team members.
  • Development of PDPs, evaluation, and active coaching to develop Brandhearted guest engagement delivery staff.
  • 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 Brandhearted 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.

Requirements

  • 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.
  • Driving record must qualify to drive company-owned vehicles.
  • Must be at least 21 years of age with a valid driver's license, and minimum of 4 years of driving experience.

Supervisory Responsibilities

Directly supervises up to 15 employees.

Certificates, Licenses, Registrations

  • ServSafe certified.
  • TIPS certified.
  • Life Safety certified.

Education and/or Experience

  • High School Diploma or GED equivalent required. Four-year college degree preferred.
  • 2 years customer-facing service/hospitality.