Resort Services Assistant Manager

Description

• Handle guest escalations to ensure timely resolution of issues
• Assist with analyzing guest feedback and promotes a culture of continuous improvement
• Maintain a working knowledge of all room types, current service offerings, promotions, in-house activities or events, and current product inventory levels
• Responsible for the execution of all department initiatives, monitoring, and managing KPIs and workflow effectiveness, and ensuring Members have adequate guidance and resources
• Assist with the training and development of direct reports and Resort Services Members, providing clear feedback and expectations as it relates to their duties
• Responsible for leading, evaluating, and coaching Members in order to create worldclass guest experiences with every interaction
• Assist with the recruitment and interview process for new Members
• Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
• Maintain a thorough understanding and ensures adherence to all department operating procedures, company policies, and sequence of service standards
• Foster and promote a cooperative, inclusive working environment, maximizing productivity and Member morale
• Actively promotes and uses Fontainebleau’s Core Values to lead by example when interacting with Members and guests
• Maintain accurate and up to date records of performance evaluations, disciplinary actions, special accommodations, schedules, and time-off requests
• Ensure Members receive performance feedback on a regular basis and are recognized and praised for positive performance
• Promote open and honest communication throughout the department by conducting daily briefings, developmental one-on-one sessions, and training sessions

Requirements

• Ability to handle sensitive information in a confidential manner
• Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction
• Minimum two (2) years of experience managing or supervising teams, preferably within reservations, group sales, resort services, or a high-volume contact center
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred
• Demonstrates strong organizational skills and follow through.
• Experience working in a large, luxury resort preferred
• Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
• Proven team leader with a high level of energy and a track record of living and breathing the company’s core values
• Hospitality degree preferred, or an equivalent combination of education and experience
• Must be able to work on-site with varying schedules, including overnight shifts
• Possesses strong conflict resolution skills and customer de-escalation techniques

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance