Assistant Manager Resort

The Assistant Resort Manager should have an overview of the Resort’s Operation. They are a key member of the line of communication in the Front of the House Operation, specifically for Telephone, Bell desk, Concierge, Front Office and Butler Teams.

Key Duties and Responsibilities

• Coordinate daily Arrival and Departure experience.
• Oversee and supervise Porte-Cochere operations.
• Monitor grooming standards and punctuality of staff daily.
• Follow up on emails and ensure proper responses are sent within a 24-hour time frame.
• Manage room allocation with help of Coordinator, including special requests, complimentary upgrades, early departures, room changes and extensions.
• Supervise and perform surprise cash count to ensure cash flow at Front Office for all colleagues are balanced after transactions during their shift.
• Communicate to the staff any relevant information, via email, line-ups or one on ones.
• Supervise and follow up on Credit Limit reports, and contact any guests as required with Butler’s support.
• Ensure all guest profiles are checked and properly inserted in Opera and Saga system.
• Ensure all colleagues have proper supplies and tools for their daily tasks and activities, Front Office, Butlers and Concierge.
• Arrange Showroom and Upselling rooms daily.
• Handle guest complaints as required and follow up on necessary GIRs in case Supervisors could not handle it.
• Act as the primary source of training, adapting to the team’s needs.
• Perform weekly self-audits of LQA, Forbes and SOPs.
• Organize weekly schedule for Butlers, Concierge and Front Office according to the operation needs. 
• Manage staff’s payroll including vacation, sick leaves, holidays and special absences in coordination with respective Supervisors. 
• Prepare and conduct Ops Meeting, in the absence of the manager FOH.
• Communicate and reports any issues to Manager FOH.
• Attend Pre-Con Meetings for groups and accommodate necessary requests. 
• Takes part in the LOD program of the hotel. (Early, Late and Night)
• Reports any Health and Safety issues to Health and Safety Officer during shift.
• Prepare and send report to Excom and file as per SOP.
• Overseeing evening Porte-Cochere operations, including external visit traffic and dinner reservations, as well as Visitor Host Program.
• Supervise and ensure that all staff requests are completed in a timely manner.
• Perform audits with Butlers on Room Inspection, abiding to the proper SOP.
• Ensures that all guest requests are dealt in a timely and professional manner, working together with any department involved.
• Ensures that all public and desk areas are consistently neat and tidy.
• Look after all VIP guests and assure that they have the proper attention and care from all staff, Butlers, Concierge and Reception.
• Assess that item in inventory are well taken care of and restock them as necessary.
• Inspect all VIP Rooms and Suites prior to arrival.
• Process any disciplinary actions as required by the operation and do a proper follow up with Human Resources when necessary.
• Manage the guest safety box room at Front Desk
• Manage and report any guest lost items throughout the property
• Ensure all door locks are initialize with right room numbers using the Lock system
• Support in talent acquisition duties such as interviews and screening process.
• Continuously update knowledge on how to operate any special machinery or tools that are required for daily tasks. 
• Oversee and supervise all Internal and External reservations for restaurants and activities done by Concierge, Front Desk and Butler teams with Switchboard.
• Use Alice and SAGA system to perform day to day duties
• Respond to guest Messages on Review PRO
• Ensure individual duplicates profiles are checked and cleared on both Opera and Saga
• Run EOD Audit and file checklist to accounts accordingly

About you

The desired qualification for this role is at least a Diploma in Hotel Management. The ideal candidate should have at least 3 years of experience in the same role and must be fluent in written and spoken English and French.