Guest Engagement Assistant Manager

1 week ago


Cape Canaveral, Florida, United States Holiday Inn Club Vacations Full time
Guest Engagement Assistant Manager

The Guest Engagement Assistant Manager role is pivotal in embodying the brand's commitment within the resort's recreational and entertainment sectors. This position serves as a champion for guests, collaborating closely with the Head of Guest Engagement to oversee the daily functions of designated teams in food & beverage, activities, and recreation. Success in this role is primarily gauged through guest feedback and satisfaction surveys that assess the quality of amenities and engagement initiatives.

Company Benefits:
  • Weekly Compensation
  • Opportunities for Advancement
  • 401K Retirement Plan
  • Comprehensive Health Benefits – Including Dental and Vision
  • Employee Assistance Program (EAP)
  • Paid Time Off (PTO)
  • Discounts through IHG along with additional employee benefits via our Perks platform
  • Tuition Reimbursement and Continuing Education Opportunities
  • Exceptional Company Culture
Key Responsibilities:
  • Recruiting, training, mentoring, and scheduling of team members. Development of Personal Development Plans (PDPs), performance evaluations, and active coaching to enhance guest engagement delivery.
  • Assess and propose modifications to staffing, performance objectives, and resources to meet targets. Support the management of departmental engagement strategies, talent assessments, and succession planning.
  • Exemplify brand-focused leadership by prioritizing the brand in all operational decisions. Regularly solicit and utilize guest feedback to foster relationships and drive ongoing enhancements in guest satisfaction.
  • Encourage and solidify a brand culture where team members comprehend their roles and are motivated to provide the branded guest experience and uphold brand standards.
  • Assist in the daily implementation of activities and entertainment strategies and programs. Ensure consistent delivery of guest engagement brand standards.
  • Implement established programs and policies within assigned areas and teams to maintain a safe and secure environment for guests and team members.
  • Maintain partnerships and ensure compliance with third-party vendors regarding contracts, performance metrics, and inspections.
  • Contribute to the formulation of departmental budgets and resource allocation to achieve financial objectives.
  • Effectively manage departmental operations within budgetary constraints.
Qualifications:
  • Proven ability to foresee, mitigate, and resolve complex challenges while delivering results in a dynamic environment.
  • Strong verbal and written communication and presentation skills.
  • Basic proficiency in Microsoft Office Suite.
  • Accountable for developing, planning, and executing premium resort offerings, both on and off property, as well as complimentary services.
Education and Experience:
  • High School Diploma or GED equivalent is required; a four-year college degree is preferred.
  • A minimum of 2 years of experience in customer-facing service or hospitality roles.
Certifications:
  • SERVSafe Certification
  • Life Safety Certification


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