About This Role
This leadership post manages the operations of a resort property, acting as General Manager in their absence. The role involves developing and implementing operational strategies across various departments to meet customer needs, ensure employee satisfaction, and maximize financial performance. It suits a strategic business leader with a focus on service delivery and return on investment.
Responsibilities
- Keep the operations team focused on critical components to drive guest satisfaction and financial results
- Ensure all operational areas provide an atmosphere conducive to the overall guest experience
- Review financial reports and statements to determine performance against budget
- Ensure capital expenditure funds are used to address service strategy priorities
- Work with direct reports to identify concerns and improve departmental financial performance
- Strive to maintain profit margins without compromising guest or employee satisfaction
- Identify and analyze operational challenges and facilitate development of solutions to prevent reoccurrence
- Coach and support the operations team to effectively manage occupancy and rate, wages, and controllable expenses
- Review the Wage Progress Report and compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
- Develop and execute an operational strategy aligned with the brand's business strategy
- Make and execute key decisions to move the property towards goal achievement
- Strive to improve service performance
- Communicate a clear and consistent message regarding operational goals to produce desired results continuously
- Ensure brand and regional business initiatives are implemented and communicate follow-up actions to the team as necessary
- Ensure core elements of the service strategy are in place to produce desired results
- Tour the building regularly, speaking with employees and guests to understand business needs and assess operational opportunities
- Establish a vision for product and service delivery on the property
- Champion the brand's service vision for product and service delivery and ensure alignment amongst the property leadership team
- Ensure employees are treated fairly and equitably
- Observe service behaviors of employees and provide feedback to individuals and/or managers
- Hire operations management team members who demonstrate strong functional expertise, creativity, and entrepreneurial leadership
- Conduct annual performance appraisals with direct reports according to Standard Operating Procedures
- Utilize an "open door" policy and review employee satisfaction results to identify and address employee problems or concerns
