Resort Services Shift Manager

Resort Services Shift Manager

The Resort Services Shift Manager has responsibility for all department operations during their shift, as specified by management all records, customer satisfaction, policy and procedures compliance, and ensure that associates follow and comply with company standards. You will report to the Resort Services Operations Manager/Director of Revenue & Contact Center Operations.

Primary Tasks:

1. Assist Operations Manager in preparing budgets and organizational development.

2. Management to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction and profit.

3. Ensure that guest problems are resolved quickly.

4. Provide input concerning operational deficiencies and areas in need of attention.

5. Implement operating standards, customer service, and productivity.

6. Ensure that the highest possible standards of guest services and employee relations are maintained and carried out in a fair manner.

7. Assure compliance with established hotel procedures.

8. Perform other duties as may be assigned.

Requirements:

· Excellent oral or written (legible) communication techniques

· Reliable ownership skills

· Ability to interpret call center statistics

· Ability to provide a luxury experience engaging in every conversation with Associates and guests

· Experience working in one-on-one, small group, and large group situations

· Two (2) years related training, or an equivalent combination of education and experience

· Two (2) years' experience at a supervisory capacity in a high-volume luxury environment preferred

• Commercial Acumen
• Compliance Management
• Computer Skills
• Data Collection & Analysis
• Masters Service Conversations
• Navigates Customer Challenges
• Organization Design & Development
• Planning & Organizing
• Policy & Procedures
• Review & Reporting
• Verbal Communication
• Workflow Management