Resort Manager

Position Overview

The Resort Manager works closely with the Assistant Director to oversee the daily operations of the front desk, ensuring exceptional guest experiences and smooth check-in and check-out processes. The Assistant Manager plays a vital role in supervising front desk staff, handling guest inquiries, and collaborating with other hotel departments to maintain high service standards and guest satisfaction.

The following and other duties may be assigned as necessary:

• Assist the Senior Resort Manager in supervising the front desk, providing guidance, coaching, and support to ensure high-quality service delivery
• Oversee the check-in and check-out processes, ensuring efficiency, accuracy, and adherence to the hotel's policies and procedures
• Handle guest inquiries, requests, and complaints, striving to resolve issues promptly and to the guest's satisfaction
• Coordinate with the reservations team to manage room inventory, handle room allocations, and maximize room revenue
• Monitor the front desk operations to ensure a welcoming and efficient reception for all guests, visitors, and vendors
• Supervise cash handling procedures, including the processing of guest payments, room deposits, and billing adjustments
• Assist in training front office staff on service standards, guest relations, and hotel policies to maintain a knowledgeable and service-oriented team
• Oversee front office shifts and ensure smooth handovers between shifts to maintain continuous guest service
• Collaborate with other hotel departments, such as housekeeping, concierge, and maintenance, to address guest needs and maintain efficient operations
• Conduct regular inspections of front office areas, ensuring cleanliness, organization, and adherence to brand standards
• Prepare and analyze front office reports, including occupancy rates, revenue, and guest feedback, providing insights and recommendations for improvement
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

The Resort Manager works closely with the Assistant Director to oversee the daily operations of the front desk, ensuring exceptional guest experiences and smooth check-in and check-out processes. The Assistant Manager plays a vital role in supervising front desk staff, handling guest inquiries, and collaborating with other hotel departments to maintain high service standards and guest satisfaction.

The following and other duties may be assigned as necessary:

• Assist the Senior Resort Manager in supervising the front desk, providing guidance, coaching, and support to ensure high-quality service delivery
• Oversee the check-in and check-out processes, ensuring efficiency, accuracy, and adherence to the hotel's policies and procedures
• Handle guest inquiries, requests, and complaints, striving to resolve issues promptly and to the guest's satisfaction
• Coordinate with the reservations team to manage room inventory, handle room allocations, and maximize room revenue
• Monitor the front desk operations to ensure a welcoming and efficient reception for all guests, visitors, and vendors
• Supervise cash handling procedures, including the processing of guest payments, room deposits, and billing adjustments
• Assist in training front office staff on service standards, guest relations, and hotel policies to maintain a knowledgeable and service-oriented team
• Oversee front office shifts and ensure smooth handovers between shifts to maintain continuous guest service
• Collaborate with other hotel departments, such as housekeeping, concierge, and maintenance, to address guest needs and maintain efficient operations
• Conduct regular inspections of front office areas, ensuring cleanliness, organization, and adherence to brand standards
• Prepare and analyze front office reports, including occupancy rates, revenue, and guest feedback, providing insights and recommendations for improvement
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of two (2) years of experience in Front Desk, VIP Services, or Casino Services for a large-scale, luxury resort
• Minimum of six (6) months of supervisory/management experience in Front Desk or Guest Services
• Proficient with HMS
• Extensive knowledge of Front Desk operations in a high-volume luxury hotel, gaming preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to…