Resort Manager

Job Description
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Functions in the absence of President and Managing Director to interact with leadership and management personnel to oversee the satisfaction of our guests.
Ensures all staff and leaders exceed Forbes five-star standards and create incredible experiences for our guests, members and patrons.
Works closely with Front of House Manager, General Manager of Watch Hill Inn, the Cottages and other leaders across the properties to exceed our guests’ expectations.
Oversees and coordinates the day-to-day activities of guest relations, laundry, engineering, spa, housekeeping, butlers, PBX, bell/valet, transportation, retail, and concierge, to include management and training, scheduling and prioritizing work assignments, and implementation of effective operating policies, procedures, and systems.
Ensures that the accurate payroll, service fees and gratuities, and daily reporting is completed and distributed to management.
Oversee service standards throughout the resort to ensure a consistent guest experience at a high-quality level.
Personally greet guests, members, and property owners.
Provides oversight of the front drive including transportation, bell/valet and luggage operations.
Including but not limited to, delivery, retrieval, storage, maintenance, loss prevention and complaints.
Inspect guest rooms, public areas and spa with the Management team in their assigned area daily.
Serves as the crisis commander in an emergency, is completely familiar with all safety and emergency procedures for guests and employees and how to act upon them;
understands all accident prevention policies.
Contact the proper authorities for any emergencies and ensure s that all necessary paperwork is associated with the incident.
Provides oversight of training, compliance and monitoring of Forbes Five-Star, Relais &
Chateaux branding and AAA Five Diamond standards.
Responsible for meeting the budget and expenses of the rooms department;
including labor, cost of goods, revenue per occupied room, occupancy goals and net profit.
Mandate a safe working environment by ensuring vehicle speed is kept to a minimum.
Ensure the front office team are always available for assistance. Monitor daily bookings and ensure assigned rooms and VIP Services are prepared prior to check-in.
Ensure the guest services staff are always standing alert, posting in areas of high traffic ready to assist, and refraining from casual behavior and idyl conversations.
Appraise the room’s team performance, produce reports, and examine the activities logbook, assigning tasks appropriately and implementing control schedules daily.
Work closely with sales team and banquets regarding all group functions and assist as necessary to ensure that groups run smoothly.
Collaborate with the sales and marketing team to develop and implement effective marketing and sales strategies.
Address any, and all guest concerns and bring them and their resolution to the attention of President and Managing Director and Executive Committee.
Provide overnight to all motor vehicle accidents and mishaps, including reporting, guest follow-up, and employee accountability.
Contact the proper authorities for any emergencies and complete all necessary paperwork associated with the incident.
Provide oversight to the parking facilities at Ocean House:
Ensuring there are no employees parked in guest lots.
Inspecting for cleanliness and good repair;
including landscaping, lighting, and security
Review and analyze parking fees to ensure everyone is being charged and all money is accounted for.
Managing day-guest parking to maximize revenue and meet all goals set by senior leadership.
Give consistent revenue updates to monitor progress throughout the season.
Inform the Resort Manager and Managing Director immediately of any emergency.
Manage transportation of guests in and around the resort.
Ensure that all rooms’ division reports are completed, and pertinent information is properly documented.
Emphasize global diversity by showing respect and sensitivity towards cultural differences, educating others on the value of diversity, promoting a harassment-free environment, and building a diverse workforce.
Responsible for practicing, managing, and promoting OHM’s Mission and Values so that it becomes an intricate part of the everyday operation.
Represent the Company with a positive attitude and professional attire.
Follow sustainability guidelines and practices related to Ocean House Collection’s sustainability programs.
Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.