POSITION OVERVIEW

The Resort Manager works closely with the Assistant Director to oversee the daily operations of the front desk, ensuring exceptional guest experiences and smooth check-in and check-out processes. The Assistant Manager plays a vital role in supervising front desk staff, handling guest inquiries, and collaborating with other hotel departments to maintain high service standards and guest satisfaction.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of two (2) years of experience in Front Desk, VIP Services, or Casino Services for a large-scale, luxury resort
• Minimum of six (6) months of supervisory/management experience in Front Desk or Guest Services
• Proficient with HMS
• Extensive knowledge of Front Desk operations in a high-volume luxury hotel, gaming preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Knowledge and deep understanding of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Extensive technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to effectively achieve business unit goals and objectives by implementing strategic and operational plans, budgets, and best practices; and monitoring and evaluating results
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Demonstrated ability in maintaining consistent, high-quality service levels
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Assist the Senior Resort Manager in supervising the front desk, providing guidance, coaching, and support to ensure high-quality service delivery
• Oversee the check-in and check-out processes, ensuring efficiency, accuracy, and adherence to the hotel’s policies and procedures
• Handle guest inquiries, requests, and complaints, striving to resolve issues promptly and to the guest’s satisfaction
• Coordinate with the reservations team to manage room inventory, handle room allocations, and maximize room revenue
• Monitor the front desk operations to ensure a welcoming and efficient reception for all guests, visitors, and vendors
• Supervise cash handling procedures, including the processing of guest payments, room deposits, and billing adjustments
• Assist in training front office staff on service standards, guest relations, and hotel policies to maintain a knowledgeable and service-oriented team
• Oversee front office shifts and ensure smooth handovers between shifts to maintain continuous guest service
• Collaborate with other hotel departments, such as housekeeping, concierge, and maintenance, to address guest needs and maintain efficient operations
• Conduct regular inspections of front office areas, ensuring cleanliness, organization, and adherence to brand standards
• Prepare and analyze front office reports, including occupancy rates, revenue, and guest feedback, providing insights and recommendations for improvement
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

SUPERVISORY RESPONSIBILITIES

This position supervises all hourly positions within the Front Desk department.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of two (2) years of experience in Front Desk, VIP Services, or Casino Services for a large-scale, luxury resort
• Minimum of six (6) months of supervisory/management experience in Front Desk or Guest Services
• Proficient with HMS
• Extensive knowledge of Front Desk operations in a high-volume luxury hotel, gaming preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Knowledge and deep understanding of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Extensive technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to effectively achieve business unit goals and objectives by implementing strategic and operational plans, budgets, and best practices; and monitoring and evaluating results
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Demonstrated ability in maintaining consistent, high-quality service levels
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environmen