Resort Operations Manager

3 weeks ago

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

Inspired by the pioneering spirit of the West, Hotel Drover delivers true Texas hospitality. As an Autograph Collection property, we offer a unique guest experience in the heart of the historic Fort Worth Stockyards.

Our Mission

We aim to harness the true spirit of the Stockyards through the legacy of the drover, creating an experience that can only be achieved here in Fort Worth. We greet visitors with a tip of the hat and a firm handshake, welcoming all to enjoy life's simple pleasures and genuine Texas hospitality.

Job Summary

The Overnight Resort Manager serves as the property Manager on Duty and oversees all property operations during the overnight shift. Ensuring the highest levels of hospitality and service are provided during the overnight shift, this role represents property management in resolving any guest or property-related situation.

Key Responsibilities
  • Monitors and ensures compliance with all Guidelines to Operations
  • Ensures all employees are in proper uniform and properly groomed
  • Manages front office inventories
  • Directs, monitors, and assists night audit staff
  • Ensures guest tracking scores and employee opinion survey goals are achieved
  • Manages employee hours; monitors employee attendance and records absences/tardiness
  • Works with leadership team to identify and implement action plans to prevent the reoccurrence of guest issues
  • Establishes guest accounts, as per Hotel policies, for direct billing, credit card, and cash payment
  • Audits and balances each day's shift, prepares daily banking, and reports any discrepancies
  • Completes and understands Credit Limit Reports and ensures appropriate action is taken
  • Ensures all front office employees adhere to proper cash handling procedures and monitors overage/shortages
  • Ensures associate shifts are rostered and recorded on ADP workforce management
  • Delivers appropriate training to the team, including Marriott training and discipline-specific training
  • Promotes teamwork and employee morale
  • Keeps employees informed regarding new operational procedures, standards, or programs
  • Assists supervisors in handling employee performance issues, including performance reviews, counseling, and recommendations
  • Creates incentives that promote better service and profit for the property
  • Embody the shared values of Hotel Drover
  • Maintains an open line of communication with the leadership team
  • Leads and coaches a team of night audit agents, providing ongoing training and development to maintain high-quality service standards
  • Is fully knowledgeable about guest rooms, rates, promotions, amenities, programs, and services
  • Resolves guest inquiries and complaints regarding reservations in a professional and timely manner
  • Provides 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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