Mainsail Lodging and Development

Compensation

Full Description

We're looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let's see if we're a fit. We hope so.Resort Operations Manager will be responsible for Supervision of the functionality of Housekeeping, Maintenance and Front Office Departments to include front/back of house, public areas, and linen/laundry in accordance with the Autograph Collection standards under the franchise of Mainsail Lodging & Development.What you have Previous hospitality/hotel experience preferredExceptional customer service skillsExceptional communication skills, both verbal and writtenAbility to effectively present information to individuals or groupsProficient with Microsoft OfficeAbility to use technologyWhat you'll do Preserve the company's core values in accordance with Mainsail Lodging & Development to ensure the highest level of integrity and honesty.Assist the General Manager and Housekeeping Manager with implementing the key control system for the housekeeping department.Monitor all rooms to include appliances, furniture, room supplies and general appearance of rooms to ensure the appearance of luxury hotel standards.Ensures complete guest satisfaction and follows up on all guest issues and concerns in a timely manner.Proficient in hotel systems including but not limited to Opera PMS, MARSHA, guestVoice & GXP.Leads staff by example while managing and motivating personnel.Process guest check-ins by confirming reservations, assigning rooms, and issuing and activating room key per Marriott standards.Coordinates the pre-arrival process to ensure guest needs, room assignments, special requests, and billing requirements are met per brand standard.Hotel ambassador of the Marriott Bonvoy program and ensures all guidelines are implemented and adhered to by hotel staff.Develops and implements the guest arrival experience to provide a unique and memorable hotel welcome.Strong communication with other departments (e.g., Engineering, Housekeeping) is necessary to resolve guest calls, requests, or issues.Responds to Marriott guest surveys via guestVoice and takes action to address all issues.Ensures full compliance with Marriott Brand Standards and the passing of department Quality Assurance items, including self-audits.Ensures full compliance with Marriott Residences Brand Standards and the passing of department Quality Assurance items, guaranteeing compliance.Provide room rate quotes and upselling to guests when possible.Trains and encourages staff to embody hotel culture and provide guests with the hotel's story.Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.Recognizes and communicates to team any hotel VIPs and provides extra touches such as hand-written notes and amenities when warranted.Empower Front Desk staff to act and resolve guest issues to the best of their ability.Participate in required M.O.D. (Manager on Duty) coverage as scheduled.Provide local information for shopping, dining, and recreational activities.Receive, store, and deliver luggage and mail/packages.Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Desk staff. Resolves guest accounting issues as needed.Respond to guest inquiries.Develops and implements the guest recreational program calendar to provide a unique and memorable hotel experience.Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.Report accidents, injuries, and unsafe work conditions and act as needed, complete safety training and certifications.Completes schedule per labor guidelines and ensures that all shifts are covered in the event of staff call-offs.Report any suspicious activity or unusual items in room.Ensure staff adheres to hotel grooming guidelines.Report any irregular behavior from guests in public areas and or in room.Ability to take initiative and handle assignments with limited supervision.Follow all hotel policies and procedures as outlined in the team member handbook.Conduct daily standup meetings with teamAssist with payroll and tracking hours for all team membersManages Front Desk Retail and completes inventory monthlyEnsures team follows all Lost and Found procedures and coordinates with all departments in hotel to coordinate safe return of items to guestsAssisting housekeeping with creating task assignments and inspecting roomsBe on call after hours of emergenciesTrain and operate all company cell phones and radios in a professional manner to maintain proper radio etiquette.Variable work AM/PM scheduled to meet the demands of the operation contingent on occupancy and may include long hours to include holidays and weekends.Conduct daily inspections for all arriving V.I.P.'sEnsure the lobby, guest hallways, back of house, maintenance shop and housekeeping areas are clean and well always organized.Retain detailed inventory of all needed housekeeping supplies and amenities for monthly/quarterly ordering.Ensure guest confidentiality, privacy, and security by correctly following hotel procedures.Motivate, coach, counsel and discipline personnel according to progressive discipline guidelines.Direct reports will include but are not limited to: Front Office Staff, Engineers, and Housekeeping TeamEstablish relationships with vendors and local businesses.Associate with unit owners and foster trust when engaging with each of them.Be a liaison to unit owners keeping all maintenance challenges top of mind and keeping full record of all correspondence when work needs to be assessed and ensure completion of projects and communicate with Mainsail.Oversee daily operations of hotel residences, including unit inspections and maintenance scheduling.Coordinate with housekeeping to ensure residences are cleaned and maintained to brand standards.Address resident inquiries, complaints, and special requests promptly and professionally.Manage residence inventory, including furnishings, appliances, and amenities, and coordinate replacements or repairs as needed.Ensure compliance with safety regulations and conduct regular safety audits of residence areas.Facilitate communication between guests, unit owners, and hotel management to resolve issues and maintain satisfaction.Develop and implement residence-specific policies and procedures in accordance with Marriott standards.Train hotel staff in resident relations, emergency procedures, and brand standards.Maintain accurate records of residence occupancy, maintenance logs, and resident correspondence.Collaborate with the engineering team to address any technical issues within the residences.Ensure all residence common areas, such as lobbies and recreational facilities, are well-maintained and presentable.Act as the primary point of contact for residence-related emergencies outside regular business hours.Additional duties as assigned by General ManagerHotel PerformanceEnsure successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and investors.Maintain extraordinary GSS scores to safeguard our Franchise License.Physical Demand Ability to sit or stand for extended periods of timeAbility to climb stairs/walk for long lengths of timeAbility to communicate clearlyAbility to lift up to 25 poundsAbility to bend, squat and reachCorrected vision to normal rangeAbility to drive/transport self and othersAbility to travel on occasion for meetingsLong hours sometimes requiredMental Demands Make sound judgments quicklyWork on multiple tasks, making appropriate progress towards deadlinesAble to work independently, take direction and provide direction to othersManage differing personalities within the office, the hotel and the communityMaintain the highest degree of confidentialityAbility to work effectively in stressful, high pressure situationsAbility to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessaryAbility to interpret, read and communicate informationFull-time Associate BenefitsMedical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral BonusPart-time Associate BenefitsAll above-listed benefits, except for Medical Insurance and Holiday PayMainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.