Resort Assistant Manager- WV at Lemonjuice… · Lake…

Looking for a dedicated, knowledgeable hospitality leader to join our management team at the Westwood Villas in Lake Harmony, PA!

Work Type: Full-time, salaried position.

This position requires weekend availability.

This position requires on-call availability.

HOA Board and timeshares experience preferred.

Robust benefits package available.

Position Summary:

The Assistant Manager works under the direction of the Regional Manager in the management and optimization of overall resort operations. The Assistant Manager is a leader and assists all departments daily and directly oversees all assigned departments. In addition to management duties the Assistant Manager processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys. Ensures rates match established parameter, document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Supplies guests with directions and information. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Processes all payment types, vouchers, paid-outs, charges, and provide change. Reports accidents, injuries, and unsafe work conditions to the Regional Manager and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other team members. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

Key Duties/Accountabilities:

• Is engaged with all resort departments daily providing leadership and assistance to optimize operational efficiency.
• Responsible for practicing, supporting, and promoting high expectations for professionalism, hospitality and positive guest interactions.
• Supervise and direct various guest service departments focused on overnight guest operations.
• Supervise and direct the housekeeping operation and ensure high quality outcomes and guest experience.
• Quickly respond to and resolve guest complaints and incidents and complete all required reporting documentation.
• Lead and participate in resort security functions throughout the year including nightly security rounds, manager on-duty program, and respond to any afterhours needs by staff or guests.
• Understand and enforce all resort rules, policies, and procedures.
• Coordinate Safety Training for resort staff.
• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance of arrival as needed.
• Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
• Speaks to guests and co-workers using clear, appropriate, and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talks with and listens to other team members to effectively exchange information.
• Exchanges information with other team members using electronic devices (e.g., pagers and two-way radios, email).
• Provides room keys and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity. Ensure lock box codes numbers are updated on a regular basis.
• Ensures rates match market codes and that any exceptions are documented and include an explanation.
• Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Accommodates requests for room changes when possible.
• Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Communicates to appropriate staff that there are guests that are waiting for an available room.
• Verifies and adjusts billing for guests. Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp). Assigns room according to guest request and preferences whenever possible.
• Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Clears departures in computer system to document that rooms are no longer occupied.
• Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Reviews requests for late check-outs and approve according to occupancy.
• Ensures guest packets are assembled and ready for guest every week.

Qualities & Characteristics:

• Must possess professional demeanor with the ability to resolve customer complaints and staff issues in a positive manner.
• Must possess flexible leadership style to accept, manage and execute changes in daily routine with competing priorities.
• Must possess strong computer skills, Microsoft Office programs, email, and reservation software.
• Ideal candidate will thrive in a fast-paced environment while completing multiple tasks simultaneously.
• Advanced computer skills and aptitude for software systems.
• Strong customer service orientation and skills.

Preferred Qualifications:

**Kindly be advised that all educational credentials listed on your resume will be subject to verification and validation.**

• High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.
• Associate degree, Vocational School Degree or Business Certification.
  
• HOA Board and timeshares experience preferred.

Company Culture:

• Celebrate Success
• Strive for Excellence
• Seek to Understand
• Adapt Quickly
• Tell the Truth
• Change Champions
• Human Centric