Resort Office Manager

Details:

Start Date: Immediate

Position Type: Year Round

Wage: Commensurate with Experience

 

Perks & Benefits:

• Profit sharing incentive and paid time off (PTO)

• Free Housing (based on availability) / Housing Allowance

• Free WiFi

• Free boat rentals

• Free access to meeting venues

• Birthday & Anniversary Gift

• Discounts for Cabin Rentals

 

Job Summary

Lee’s Grand Lake Resort is seeking reliable, punctual, trustworthy, and friendly individuals who love customer service, strong leadership skills, dedicated team leader and member who aligns with the values and beliefs of the top-level management. The Resort Office Manager at the Resort is responsible for operations of the Resort Office in an attentive, friendly, efficient, and courteous manner, providing all guests and residents with quality service prior to and throughout their stay. Your friendly, outgoing, and positive attitude will play a vital role in making our guest’s vacation memorable from check-in to check out.

 

Responsibilities:

       Ensuring Exceptional Customer Service

• Manage day to day operations to ensure exceptional guest service. Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Ensure efficient guest registration, checkout, guest service, and other services while ensuring the Resort rules and regulations are adhered to.

• Resolve customer/resident complaints by working alongside the Management, Maintenance, Housekeeping and Resident Team; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and staff performance to ensure a high level of guest/resident expectations.

• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

• Coordinate activities/action items with other resort departments and residents to facilitate increased level of communication and guests/resident satisfaction.

 

       Managing and Conducting Human Resource Activities

• Respond to emergency situations and work with local authorities.

• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members within the Resort Office.

• Supervises and manages Resort Office employees’ work schedule and coordinate substitution and replacement as needed. 

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Serves as a role model to demonstrate appropriate behavior.

 

       Additional Responsibilities

• Review, coordinate and process new and existing long-term tenant applications, agreements, and update contact information as needed. 

• Review, process, and follow-up on monthly billing for long-term tenants at the Resort.  

• Managing the daily accounting for the Front Office to include ensuring the billing, cash register and payment channels are secured and conducted accordingly.

• Work closely with the Resort Management to discuss and implement sales and marketing strategies to continually improve occupancy levels and revenues.

• Perform any other job-related duties as assigned.

 

Qualifications

• Minimum of 2 years Customer Service experience, preferably in a leadership role.

• High School Diploma or equivalent required, associate degree or higher preferred.

• Computer literacy a must.

• Able to handle cash, check and credit transactions.

• Able to effectively deal with internal and external customers, some of whom will require a high level of patience, tact, empathy and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• General knowledge of the local attractions and services around the Grand Lake area.

• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communication with Resort Management, team members, residents, and guests.

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Additional Information

• Pre-screening questions will be delivered via email for all applicants to respond in a timely manner.

• Virtual interview will be conducted if selected by the Management Team.

• For questions, please write to hello@leesresort.com.