- Responsible for maintaining the overall operation of the resort: Oversee the overnight resort operations, including the night audit process, conduct daily resort and unit inspections to ensure proper housekeeping and maintenance standards are met, maintain safety of resort for guests, owners and staff and communicate issues and activity from evening shift to department and resort managers. Demonstrate a passion and understanding of company goals, concepts, practices, and procedures for managed work group(s) and how they support related operations. Identify process improvements and best practices. (30% time)
- Maintain positive customer relationships: Embrace and exhibit the highest level of ethics and integrity consistent with Wyndham standards, demonstrate an ability to motivate and communicate expectations with humility and respect. Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Handle guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiry or concern that may require additional monitoring or follow-up, to resort manager. Make appropriate service recovery recommendations. (30% time)
- Maintain positive associate relationships and build a “Count On Me” Culture: Exercise the ability to attract, coach, train, and retain talent by engaging and showing a genuine passion to develop others. Partner with Human Resources to minimize employee relations issues. Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (25% time)
- Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time)
- Performs other duties as needed. (5% time)
Qualifications:
Fundamental Requirements:
- Responsible for all front desk functions including check-ins, check-outs, payments, PBX operation, etc.
- Preparation of reports for night audit and ensuring that the Front desk is covered at all times
- Informs management of any unusual activity during the course of their shift
- Complete guest financial transactions, act as general cashier for guest, complete drops and responsible for drawer accuracy
- Balances all credit card room charges
- Reports accidents, injuries, near-misses, property damage or loss to supervisor
- Reports unsafe conditions to supervisors
- Follows safety and security procedures and rules
- Reviews room and tax postings for accuracy
- Ensures all house charges are posted accurately and in a timely fashion
- Completes all room night audit reports
- Maintains a clean work area
- Displays full awareness of current status of the property and ensures smooth transition from shift to shift
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Maintain and monitor “Lost and Found” procedures and policies according to Wyndham standards.
a) Education
. High School diploma or equivalent required
. BA/BS degree preferred
b) Training requirements
. CPR
. Certified Pool Operator preferred
c) Knowledge and skills
. Have proven strong leadership ability; demonstrate understanding and application of management
approaches for work direction, motivation, performance management and disciplinary action.
. Possess innate analytical ability to grasp numbers and understand their impact
. Demonstrate the highest level of customer service to current and prospective owners in order to
maintain a positive brand image and company reputation.
. Ability to ensure administrative functions and duties are assigned and completed according to WVO
standards, including timekeeping, vendor/board contracts, revenue documents and personnel action
forms.
. Create a positive work environment by maintaining the highest level of ethics and integrity
consistent with applicable regulatory standards and Wyndham Vacation Ownership values.
. Commands a presence of respect and humility; demonstrating the ability to motivate and readily
communicate expectations and follow up.
. Working knowledge of the composition of Association documents, some understanding of governing
statutes and board meeting procedures.
. Proven success managing budgets.
. Demonstrated knowledge & application of applicable codes, laws & regulations.
. Working Knowledge of Housekeeping, Front Desk, Maintenance, F&B departments.
. Understanding of Labor Relations (where appropriate).
. Professional appearance and excellent communication skills in dealing with associates, guests,
board members and vendors.
. Ability to keep sensitive information confidential.
d) Technical Skills
. PC skills
. Microsoft Office: Word, Excel, PowerPoint
e) Job experience
. Three to five years of property Vacation ownership/hotel management experience.
. Three years of supervisory experience.
Unless there is a legal requirement, experience will be accepted for the education requirement.
