Assistant Manager- Guest Engagement

Job Description

POSITION DESCRIPTION:

The Assistant Manager of Guest Engagement is responsible for bringing the brand promise to life in resort recreational and entertainment departments. The role serves as guest advocate and advisor to the Head of Guest Engagement and leads the daily operations of assigned work teams in activities, recreation, food and beverage, and/or retail functions. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

ESSENTIAL DUTIES AND TASKS:

OUR PEOPLE

• Hiring, training, coaching and scheduling of assigned team members. Development of PDPs, evaluation and active coaching to develop Brandhearted guest engagement delivery staff. Demonstrate a culture of learning and mentorship for continual performance development [Individual Performance management]
• Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Assist with managing department engagement plans, talent review and succession planning. [Team performance & development]

GUEST EXPERIENCE

• Demonstrate Brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled. [Guest relations/satisfaction]
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success. [Brand culture]
• Assist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others. Assist to implement and maintain consistent delivery of guest engagement brand standards and ways of working that create fun and immersive experiences for the entire family. [Guest Engagement Delivery]

RESPONSIBLE BUSINESS

• Perform safety and cleanliness inspections of all pools prior to and during pool operation. Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirements. [Safety/security leadership]
• Ensure all staff receives proper safety training for their position and maintain all safety certifications in Employee Files. [Safety/security leadership]
• Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections. [Manage partnerships]

FINANCIAL RETURNS

• Assist in the development of departmental budgets and allocation of resources to meet financial goals. [Budgeting, forecasting & planning]
• Operate departments successfully within budgetary guidelines.
• This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

Directly supervises up to 15 employees.

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED equivalent required. Four year college degree preferred.
• 2 years customer facing service/hospitality

CERTIFICATES, LICENSES, REGISTRATIONS:

• ServSafe certified
• Life Safety certified

QUALIFICATIONS:

• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver results in a fast paced setting
• Demonstrated professional verbal and written communication and presentation skills.
• Novice level mastery of Microsoft Office products.
• Driving record must qualify to drive company owned vehicles.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time.

Will be required to bend, twist, reach, push, pull, and operate office machinery.

Must be able to lift up to thirty (30) pounds.

Specific work assignments may change without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS:

The majority of work will be performed in a non-climate controlled environment and may be exposed to inclement weather and varying degrees of temperature on occasion.

Some travel (5%) required for consultation and training events

WORK SCHEDULE/HOURS:

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of normal departmental operating hours.

Job Type: Full-time

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