Resort Operations Manager

Salary range $69,600 - $80,000 w/bonus

Job Profile Summary

• Serves as primary Manager on Duty in absence of department leaders in Front Office, Housekeeping, Recreation, Food and Beverage and Engineering, ensuring that business operations run efficiently and creating a positive work culture among staff members.  Supports Director of Operations in ensuring Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department and developing positive owner relations. Manages Safety & Security Department to maintain protection of property assets, associates, owners/guests and property. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Trains staff in established emergency procedures and implements accident and fire prevention procedures. Focuses on maintaining owners/guests and associate satisfaction while achieving the operating budget.  Serves as primary trainer for the site, implementing and overseeing Company trainings and ensuring strategic alignment with business goals.

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Or

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Core Work Activities

Managing Security/Loss Prevention Operations

• Assists the Director of Engineering in administering fire prevention programs and emergency preparedness.
• Conducts hazard and risk assessments at the property to include quarterly Occupational Safety and Health Administration (OSHA)/SAFETY audits, incident tracking, and the hazard abatement process.
• Develops detailed shut down procedures for the property to ensure that all areas are secured at the appropriate times.
• Complies with applicable laws and safety regulations.
• Follow proper key control guidelines in loss prevention and in the property.
• Develop a monthly checklist for all CCTV equipment, alarmed doors, and duress alarms to ensure that they are fully functional.
• Incorporate into patrols, which encompass all areas of the property's interior and exterior, and inspection tour of recording system.
• Follows process for the protection of owners/guests and associates.
• Follows up on all unusual activities in and around the property that would impair the well being of owners/guests and associates.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Implements action plans to monitor and control risk.
• Monitors all unusual activities in and around the property that would impair the wellbeing of owners/guests and associates.
• Manages all loss prevention operations to include but not limited to patrol process, emergency response, investigations (e.g., initial - follow up) for all owner/guest and associate related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.
• Manages and guides the efforts of the Accident Prevention Committee.
• Manages first aid program for owners/guests and associates.
• Manages the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.
• Communicates the importance of safety procedures, detailing procedure codes, ensuring associates understanding of safety codes, monitoring processes and procedures related to safety.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Develops liaison with local law enforcement and emergency services.
• Informs and/or updates the executives and peers on relevant information in a timely manner.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers or patients.
• Communicates critical information to Loss Prevention officers based on knowledge gained at leadership meetings.
• Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.
• Performs other duties, as assigned, to meet business needs.

Conducting Manager on Duty Activities

• Serves as primary manager on duty in absence of a department manager, overseeing operations of the department, ensuring efficient workflow and workforce performance.
• Evaluates and delegates tasks among employees, arranging schedules, setting goals, handling issues and concerns, and implementing disciplinary actions.
• Emphasizes teamwork, close working relationships with other departments and assertive hospitality to serve as a deterrent to crime.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Identifies the developmental needs of others and coaching, mentoring or otherwise helping others to improve their knowledge or skills.
• Provides an open-door policy. Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.
• Serves as a role model to demonstrate appropriate behaviors.
• Provides services that are above and beyond for customer satisfaction and retention.

Conducting Training Activities

• Oversees training and development of staff across department, implementing Company trainings.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others in a manner consistent with the organization's goals.
• Tracks all trainings, maintaining appropriate documentation and managing to training budget.

Conducting Human Resources Activities

• Participates in interviewing and hiring of team members with the appropriate skills.
• Uses all available on the job training tools to train new associates and provide follow-up training as necessary.
• Communicates performance expectations in accordance with job descriptions for each position.
• Conducts a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
• Ensures associates understand Company, Resort and Departmental expectations and parameters.
• Ensures associates are cross trained to support successful daily operations.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them.
• Schedules associates to business demands and tracks associate time and attendance.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
• Observes service behaviors of associates and provides feedback to individuals.
• Ensures associate recognition is taking place on all shifts.
• Solicits associate feedback, utilizes an open-door policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Participates in associate progressive discipline procedures.
• Reviews associate satisfaction results.

The following are requirements:

• Guard Card
• CPR First Aid

Within 30 days of employment

• County of Maui Liquor Card

Within 90 days of employment

• CLSO (Certified Lodging Security Officer)

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