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Resort Operations Manager

2 months ago

Westerly, Rhode Island, United States Ocean House Full time
Job Description

Company Overview

Ocean House Collection is a premier luxury hospitality company that operates three high-end properties, including the Forbes 5-Star rated Ocean House. Our mission is to provide exceptional guest experiences and unparalleled service in a unique and elegant setting.

Job Summary

We are seeking an experienced and skilled Front Office Manager to oversee the daily operations of our front desk, bell/valet, and guest services departments. The successful candidate will be responsible for ensuring seamless guest experiences, managing staff, and maintaining high standards of service excellence.

Key Responsibilities

  • Guest Services
    • Ensure that resort standards for guest services, décor, and housekeeping are met.
    • Answer questions from guests and staff about the resort's policies and services.
    • Coordinate the resort's front-desk activities and resolve problems and guest complaints.
    • Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
    • Ensure that guests are treated courteously, and requests for special services are carried out.
  • Front Desk Operations
    • Coordinate reservations and room assignments for guests, members, and property owners.
    • Set budgets, approve expenditures, and allocate funds accordingly.
    • Oversee the daily workflow of the front desk, bell/valet departments.
    • Ensure that the daily report is completed, and pertinent information is properly documented.
  • Staff Management
    • Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance.
    • Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
    • Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
  • Communication and Collaboration
    • Maintain communications flow with upper management and all other stakeholders.
    • Maintain confidentiality of guest/employee information and pertinent company data.

Requirements

  • Excellent time management skills with a proven ability to meet deadlines.
  • Proficient with Microsoft Office Suite or related software.
  • Strong supervisory and leadership skills.
  • College degree or equivalent work experience.
  • Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation.
  • Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
  • Uphold the Company standards, policies, and procedures.
  • Prioritize and organize tasks and work area.
  • Ability to remain calm and resolve problems using good judgement as interpreted by the management.
  • Follow directions.
  • Work cohesively with co-workers as part of a team.
  • Maintain confidentiality of guest/employee information and pertinent hotel data.

Qualifications

  • Have a college degree in hospitality management, business administration or equivalent work experience, preferably at a luxury, Forbes five-star property.
  • Proven work experience as a Front Desk Manager including previous oversight of other managers.
  • Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux.
  • Ability to communicate clearly and effectively across all departments.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Knowledge of Maestro PMS is preferred.
  • Excellent organizational skills and attention to detail.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Having strong knowledge of hospitality.