Provide leadership, vision, and direction to the team to accomplish resort and department goals and cultivate a strong team atmosphere focused on guest and team member engagement and satisfaction. Lead with trust, respect and by example.

1. Ensures all guest service operations are consistent at the highest level.

• Monitors training programs and maintains quality and service levels to Preferred Hotel and AAA standards.
• Researches and implements industry “best practices” to improve all aspects of guest services.
• Manages the Rooms Division in accordance with BVI Government regulations.
• Implements and oversees resort Safety, Emergency, and Sanitation Programs.

2. Responsible for guest relationship management.

• Maintains an active presence in all resort areas.
• Promotes positive guest relations.
• Resolves guest complaints as appropriate, ensuring guest satisfaction and hotel profitability.
• Ensures repeat and VIP guests are recognize
• Oversees Guest Comment Card Program.
• Increases positive and reduces negative guest feedback.
• Ensures communication, follow through, and resolution of issues.
• Develops and monitors manual and system procedures for tracking and reporting guest issues.
• Ensures performance feedback is communicated to the appropriate persons.

3. Manages Rooms Division’s annual budget.

• Manages monthly profit and loss statement, forecast for revenues, and meeting or exceeding profit objectives from revenue down to the bottom line of all room’s areas..

4. Perform any related duties as assigned by supervisor. Assisting all other employees in their duties when required.

• Strong desire to lead and motivate employees.
• Judgment and speed in decision making.
• Professionally handle multiple tasks and demands simultaneously.
• Attention to detail.
• Attentive and friendly listener
• Sincere desire to provide exceptional customer service.
• High ethical standards
• Availability and dependability in meeting a work schedule.

• Must have thorough knowledge of Revenue Management and Inventory Control.
• Should have at least five years experience in progressive Rooms Division (Front Office, Reservations, Guest Service, Maintenance, Laundry and Housekeeping), in a 4–5-star Resort environment.
• Strong Front Office leadership skills and a working knowledge of Housekeeping and Maintenance standards and controls.
• Must present positive leadership style and possess a desire to develop team members.
• Must demonstrate team building skills and promote teamwork.
• Must have excellent communication and motivational skills.
• Must possess strong problem solving and excellent guest service and sales skills.
• Must possess strong computer literacy and good understanding of Property Management Systems.
• Must maintain a high level of professional appearance and demeanor.
• Must be a self-starter, energetic, & motivated with multi-task capabilities.
• Must be creative and willing to work with existing core resort philosophy and style.
• Previous Caribbean / International experience helpful, but not mandatory.
• Property location makes it important that applicant be in good physical shape.
• Ability to work at a physically demanding pace.
• Ability to lift fifty (50) pounds to a maximum height of six (6) feet.
• Ability to remain standing for lengthy periods of time; climb steps and stairs; stoop, bend, and kneel; push.
• Ability to climb ladders and work at high heights.
• Ability to load and unload supplies