We Put the World on Vacation
At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.POSITION REPORTS TO: General Manager
POSITIONS REPORTING TO THIS POSITION: Guest Services, Room Attendants, Food & Beverage Service
KEY RELATIONSHIPS:
Internal: Reservations, Guest Relations, Guest Services, Housekeeping, Food & Beverage, Kitchen
External: Guests, Vendors, Suppliers, Contractors
PRIMARY OBJECTIVES:
Manage the day to day Resort Operations of rooms and food & beverage departments.
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
- Manage the day to day operations of the resort.
- Manage rooms and food & beverage reservations to maximize revenue while conducting best practices to avoid over-booking.
- Assist General Manager to prepare annual budgets.
- Ensure all expenses and costs are in-line with the budget.
- Develop work shifts for guest services, room attendants, and food & beverage services.
- Ensure that all areas of the resort is clean and well maintained.
- Ensure guest and operating supplies have adequate stock.
- Ensure storage areas are organized.
- Conduct training and coach team to develop 5-star resort services.
- Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
- Monitor Front Office, and particularly Guest Relations personnel, to ensure Wyndham Rewards members known repeat guests and other VIPs receive special attention and recognition.
- Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques.
- Maintain inter-departmental relationships to ensure seamless customer service.
- Schedule and regularly conducts routine inspections of areas under his/her control.
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- Know system recovery procedures.
- Interpret computer reports.
- Compile statistics for front office and provide reports relating to that area.
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
- Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
- Maintain all procedures and adheres to them within the Wyndham guidelines; in particular with emphasis on hotel credit policy.
- In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
- Attend to VIP guests check-in and check out.
- Complete other tasks which assigned by leaders.
KEY POSITION CRITERIA:
- Able to work in multi-culture environment.
- Good communication skills.
- Flexible work hours.
- Good writing skills.
- Proficient in the use of Microsoft Office and Front Office System.
- Problem solving, reasoning, motivating, organizational and training abilities.
- Strong Leadership skills in managing teams.
- Ability to manage complex relationships.
- Fluent in Japanese. English language a plus.
- Must have previous experience as Front Office Manager, or Guest Services Manager.
Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
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