JOB SUMMARY:        

 

The Resort Manager functions as the strategic, hands on operations leader of Peter Island Resort for Rooms, Food & Beverage, Beach, and Marina, Shops, Security and Maintenance and is responsible for the resort in the absence of the General Manager. Position oversees the development and implementation of departmental strategies and ensures implementation of Peter Island Resort’s service strategy, training culture, service standards and expectations. Position ensures Forbes, Medallia and other service indicator scores are kept at the necessary levels.  Position is expected to be visible in the operations on a daily basis providing direction and monitoring the entire “guest experience”. Schedule will include days, nights, holidays and weekends to provide coverage in the absence of the General Manager. This position “owns” all operational aspects of the hotel while working with peers on the executive committee.  Position develops and implements hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of Peter Island Resort’s target external guests and property internal guests and provides a return on investment to the owner and Peter Island Resort.

 

Essential Job Functions

 

General

• Provide leadership and management for all hotel personnel, in support of the General Manager
• Accept responsibility for the health, safety and welfare of the hotel guests and employees
• Be accountable for all personnel actions, assets and personal property and the end results of their use
• Represent the hotel to civic, business, industry and local government
• Make selections for key management positions according to hotel and company policies and ensuring that candidates meet the job specifications
• Counsel and advise direct subordinates on the selection of their key management staffs
• Going through arrival and departure reports
• Participate in MOD program
• Complete, accurately and efficiently, all paperwork and administrative duties as and when necessary to ensure effective running of the office
• Maintain and develop good relations within (or without) resort with all existing or new suppliers and contractors
• Checking Guest log
• Attending morning briefing
• Checking house status to prioritize housekeeping operation

 

Operations/Property Management

• Implements and manages resort daily operations including: goal communication, staff member empowerment, compliance to Standards of Product and Performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.
• Visually observes staff performance and conducts various evaluations such as room inspections, operational reviews, coordinates action plans in areas found deficient. Track progress, follow up to ensure all areas meet or exceed established standards.
• Organize, conduct and/or participate in scheduled meetings held throughout the hotel and coordinate efforts to provide proper follow up on action items established at each meeting.
• Identifies key drivers of business success and keeps Rooms/ Food & Beverage/Boutique/Retail/ Beach & Marina/ Security/ Maintenance leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans.  Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Ensures that Peter Island Resort’s business initiatives are implemented and communicated for any follow-up actions to team as necessary.
• Works with direct reports to review business in-house and potential business and troubleshoots potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver exceptional guests’ service.
• Identifies and analyses Rooms/ Food and Beverage/ Boutique/ Beach & Marina/ Security/ Maintenance operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Creates an atmosphere in all Rooms/ Food and Beverage/Boutique/ Beach & Marina/ Security/ Maintenance areas that meets and exceeds guest expectations.
• Research new products, services or trends and introduces ideas to operations to position property to remain competitive.
• Reviews staffing levels to ensure that guest service, operation needs and financial objective are met.
• Tours grounds on a daily basis speaking with internal and external guests to understand business needs and assess operational opportunities.
• Participates in public area/ Grounds/ Maintenance walk-through with Engineering, Housekeeping / Food and Beverage to ensure guest rooms, public area and heart of the house areas are well maintained and preventative maintenance processes are in place.
• Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
• Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.

Guest Satisfaction

• Fosters internal guest commitment to providing exceptional service, participates in daily pre-shift meetings and models desired service behaviors in all interactions with guests and internal guests.
• Demonstrates and communicates key drivers of guest satisfaction for Peter Island Resort’s target external guest profile; ensures core elements of the service strategy are in place to produce the desired results.
• Develops systems to enable internal guests to understand guest satisfaction results.
• Is highly visible and interfaces with external guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction; effectively responds to and handles guest problems and complaints.
• Facilitates/attends pre- and post-event meetings to understand group needs, sets appropriate expectations and communicates critical information to Operations team.
• Reviews all comment cards, guest satisfaction results, Medallia to identify areas of improvement.  Reviews findings with leadership team and ensures appropriate corrective action is taken. 
• Analyzes service issues and identifies trends.  Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Focuses on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.  Employs service recovery strategy to correct any service concerns.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

Human Resources

• Hires Rooms/ Food and Beverage/ Boutique / Beach & Marina/ Security/ Maintenance operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Ensures Rooms/ Food and Beverage/ Boutique / Beach & Marina/ Security/ Maintenance operations managers develop a departmental orientation program and internal guests receive the appropriate new hire training to successfully perform their job.  Ensures managers cross-train internal guests to support successful daily operations.  Ensures all new hires receive and a Personal Training Plan and the Plan is utilized by managers.
• Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities.  Ensures the same is done for all managers in the Rooms / Food and Beverage operations departments.
• Participates and support all training initiatives
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches’ team by providing specific feedback to improve performance.  Conducts annual performance appraisal with direct reports according to standard Human Resource guidelines.
• Actively solicits internal guest feedback, utilizes an open-door policy and reviews internal guest satisfaction results to identify and address internal guest problems or concerns.  Ensures internal guests are treated fairly and equitably, brings issues to the attention of Human Resources as necessary.  
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Human Resources guidelines and supports all Human Resource directives.

Owner Relations

• As a member of the executive committee, attends owners’ meetings when required. Demonstrates an understanding of owner priorities. 
• Proactively addresses potential areas of concern and proposes solutions to owners.  Balances owner’s objectives and Peter Island Resort’s objectives to produce mutually beneficial solutions.
• Promotes and sells ideas persuasively to owners for stimulating business opportunities, improving service and increasing profitability.
• Establishes relationship with owner as a business partnership and supports the relationship between the Managing Director and the owner.
• Is knowledgeable of all rooms related management contract requirements and ensures compliance with contract and reporting requirements.

Financial Management

• Reviews reports and financial statements to determine Rooms/ Food and Beverage/ Boutique/ Beach & Marina/ Security/ Maintenance operations performance against budget.  Works with direct reports to determine areas of concern and establish ways to improve the department’s financial performance.  Leads cost containment efforts within operations including organizational restructuring when necessary.
• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
• Reviews the labor report and compares budgeted wages to actual wages, will coach direct reports to address problem areas and holds team accountable for results.
• Conducts comparative analysis, gathers best practices and directs operations team to either establish new processes and/or improve existing processes to yield greater productivity e.g., group check-in process.
• Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs. All contracts to be signed by Controller and / or Managing Director only.

 

Qualifications:

 

• Minimum of 10 years Hospitality experience with a minimum of 7 years in a management position in the luxury hotel sector
• Experience at properties of similar size and quality in the Caribbean (Preferred)
• Knowledge of Rooms operations, Food & Beverage, Revenue management, purchasing, inventory controls, supplies and equipment
• Knowledge of overall hotel operations and safety standards and strong organizational skills
• Financial Management Skills: ability to analyze P&L statements, develop operational budgets, forecasting and capital expenditure planning
• Knowledge of standard software applications and hotel systems
• Strong problem-solving skills; encourages new innovative solutions when appropriate 
• Strong consensus building skills
• A mentor who has inspired, trained, and developed people for promotion
• Ability to:
  • Manage change effectively
  • Conceptualize the mission
  • Provide leadership to position the property to achieve the mission
  • Provide leadership to the departments to achieve their goals and objectives
  • Communicate the goals and objectives and inspire employees to achieve those goals
  • Clear, concise, written and verbal communication skills with co-workers, guests and management
  • Sell concepts and ideas to management, peers and employees
  • Build morale and spirit

 

Education or Certification:

• High School Diploma or equivalent required
• Bachelor Degree in Hotel/Business Administration or equivalent preferred

 

PHYSICAL ABILITIES                                                                                       

 

Essential:

• Exert physical effort in transporting 40 pounds
• Endure various physical movements throughout the work areas
• Reach 12 inches
• Satisfactorily communicate with guests, management and co-workers to their understanding