JOB OVERVIEW:

Oversees the following departments; Food & Beverage, Culinary, Pool & Beach, Front Office, Guest Relations, Concierge, Valet Parking, Housekeeping and Laundry. Inspects and evaluates the work and performance of all guest and resident interfacing areas ensuring that all procedures and facilities are performed to the hotel's 5 Star standards. Performs the daily responsibilities to ensure optimum service to guests/visitors inclusive of meeting hotel guests and residents.

Responsible for the management of the hotel operations with a focus on the guests and resident services. Directs, implements, and maintains a service and management philosophy which serves as a guide to all team members. Ensures that all Acqualina standards (Forbes, Leading Hotels and AAA) are updated, communicated and delivered by Acqualina’s team members consistently well. Assists owners, communicate Acqualina's vision of guest service excellence, resolving problems/issues, employee enrichment and planning for sustainable growth. Respond to customer concerns swiftly. Represents the VP & General Manager in his absence.

REPORTS TO: VP & General Manager with a dotted line to the CEO

SUPERVISES: The leadership and operations of Food & Beverage, Culinary, Pool & Beach, Front Office, Guest Relations, Concierge, Valet Parking, Housekeeping and Laundry; well as assists to oversee all other areas that interface with guests and residents (as directed)

WORK ENVIRONMENT: Entire property

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• Perform job functions with attention to detail, speed and accuracy, prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest and resident information and pertinent resort data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections when needed.
• Speak in front of a group.
• Develop operational plans and implement them.
• Develop departmental budgets.

KEY RELATIONSHIPS:

Internal: All stakeholders

External: Resort guests/visitors, resident guest/visitors, outside contractors, vendors, and owners.

QUALIFICATIONS

• Bachelors Degree in management or equivalent.
• Previous experience in similar role or at least 5 Years’ experience as a Director of Rooms. Division and/or Director of F&B in an ultra-luxury resort style hotel.
• Thorough knowledge of hotel services and amenities.
• Ability to compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Familiarity with Par supplies and Quality Control of OSE.
• Input and access information in the property management system/computers/point of sales system.
• Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment
• Knowledge of hotel's telephone system.
• Fluency in English. Strong written, verbal, and non-verbal communication.
• Ability to:

Desirable:

• Bachelor’s degree in Hospitality Management
• Fluency in a foreign language, preferably Spanish.
• Knowledge of Leading Hotels of the World LQA Standards
• Knowledge of AAA 5 Diamond Standards
• Knowledge of HotSOS, Salto, Forbes Energizers, Micros, SMS, Intelity App, Beachy, Alice, Zingle, Excel, Outlook and MS Teams.

PHYSICAL ABILITIES

Essential:

1. 1. Management experience at Director Level in a Five Star Resort or Hotel.
2. 2. Exceptional Knowledge of Forbes Travel Guide 5 Star Standards.
3. 3. Proficient in Opera.
4. 4. Endure various physical movements throughout the work areas.
5. 5. Creational of SOPS.
6. 6. Exceptional Communication Skills.
7. 7. Accountability Experience and Adherence.
8. 8. Excellent Written and Oral communicate with guests, residents, management and co-workers.
9. 9. Exceptional Presentation Skills to address groups of internal and external customers using 5 star verbiage and body language.
10. 10. Proficient in Excel, Word, and PowerPoint.

ESSENTIAL JOB FUNCTIONS

Maintain complete knowledge of and comply with all departmental policies/services/procedures/standards. Assist updating employee handbook as needed.

Ensures brand standards are adhered to by department managers, provide training, mentorship, and guidance on 5 Star consistent customer service experience.

Ensures all public areas are “Photo Ready” in excellent condition.

Assist with facility management to ensure Acqualina’s indoor and outdoor areas are at 5 Star presentation at all times.

Reviews and responds to guest comment cards and postings on Tripadvisor, Google etc; coordinates recognition rewards for outstanding performance; identifies areas of improvement, and action plan, reports results to ownership.

Lead Daily/Weekly Department Manager Meetings and other Committee Meetings as needed.

Contributes to brand culture.

Maintain complete knowledge of operational procedures and policies.

Oversee and manage Boucher Brothers, Il Mulino, Ke-Uh, Park One/Reef Parking and Itavi relationships; ensuring service from their employees are at Acqualina standards. Obtain full knowledge of all service partner contracts – assist renegotiating business terms as needed.

Manage key operation vendors as needed.

Maintain positive guest and resident relations at all times.

Attempt to meet all guests and residents at the hotel (arriving/staying/departing)

Meet and greet travel partners, media guests, and potential clients (meeting planners, catering clients).

Ensure all team members are engaged and educated on Acqualina’s travel partner programs.

Anticipate guests’ and resident needs, respond promptly and acknowledge all guests and residents, however busy and whatever time of day.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation and organization of all work areas as well as customer facing areas. Lead by example with grooming standards. (To include all heart of house and employee areas)

Maintain complete knowledge at all times of:

• Current financial status.
• All Resort features/services, hours of operation.
• Daily house count and expected arrivals/departures.
• Scheduled in-house group activities, locations and times.

Access all functions of the computer system.

Participate in forecast meetings and other financial meetings as needed.

Represent Acqualina at key industry events and or events with taste makers, key influencer groups, and media as needed.

Accommodate internal/external guest requests for items or additional supplies expediently and courteously. Follow up on delivery and return of all such items.

Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

Assist in monitoring department weekly work schedules in accordance with staffing guidelines and labor forecasts. Provide suggested adjustment to schedules throughout the week to meet the business demands.

Tour each department daily; correct any deficiencies on the spot, look for safety hazards and check staff adherence to hotel policies and procedures.

Ensures all department SOPs are reviewed annually and updated accordingly. Audit SOPs with department managers to ensure Forbes and Leading standards are incorporated into procedures.

Activity participates in all hotel training activities.

Incorporate training programs into daily pre-shift sessions.

Assist HR in sharing rating inspection reports to department managers and work with the teams on action plans to improve score results. Spearhead role play sessions during all department pre-shifts.

Maintain and update all reporting departments’ schedules to ensure there is always a capable, mature seasoned professional on duty at any time and sufficient coverage is guaranteed.

Ensure all operational management is on duty during high demand dates and holidays and ensure all blackout dates are adhered to.

Adhere to resort requirements for guest/employee/ resident accidents or injuries and in emergency situations.

Serve as the hotel’s representative in any cases warranting an operation high level manager’s presence.

Maintain complete knowledge of all security reports and incidents and follow up accordingly.

Participate in budget planning and assist implement a positive financial performance result. Assist the Executive Committee and Condo Board with establishing policies, rules, internal controls and safeguards that ensure profitability and control of operations.

Maintain a relationship with the owner’s corporate office staff to include real estate executives, legal representatives, and construction executives.

Participate in condo board meetings in the absence of the General Manager and maintain a relationship with the board of directors.

Anticipate low occupancy periods and coordinate blocking of rooms with Reservations Manager and Director of Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.

Spearhead the implementation of all renovation/refurbishment/preventative maintenance programs.

Ensure that hotel is never sold over capacity. In the event of such occurrence, handle guests accordingly.

Implement plan to ensure continued guest satisfaction during high demand holiday peak periods.

Ensure team members have the proper tools to perform their job duties as assigned.

Assist with the operation of all group and events to ensure customer satisfaction.

Check all staff for proper work attire/grooming and address accordingly.

Communicate anticipated business demands daily (arrivals/departures, group functions, etc.).

Inspect guest rooms, public areas to include pool & beach areas, restaurants and restrooms and rectify deficiencies with respective departments.

Conduct performance appraisals of designated staff annually or as instructed.

Assist with the implementation of a management training program to include ADP available courses.

Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies immediately.

Coordinate and direct staff on parking activities and assign specific tasks as they arise according to the rotation sequence.

Ensure that all VIP guests are handled according to standards. Monitor VIP arrivals; greet and escort them to their room, ascertain comfort during stay and bid farewell upon departure.

Conduct SMS and other systems audits to ensure systems are routing charges correctly.

Establish par levels for supplies and equipment in all departments. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.

Foster and promote a cooperative working climate, maximizing productivity and employee morale.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

Monitor the hotel front entrance and resolve any congested situations.

Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

Monitor traffic conditions of parking areas and resolve problem situations.

Observe guest reactions and confer frequently with staff to ensure optimum guest satisfaction.

Work closely with Front Office, Engineering and Housekeeping leadership to ensure accurate status of each room, readiness or rooms for check-in and to report guest concerns. Ensure that there is a solid plan to clean guest room terraces.

Participate in Together App.

Accept and execute any additional functions and/or duties as needed and as directed

SECONDARY JOB FUNCTIONS

1. Assist operations team members during high volume/pressure periods.
2. Assist in strategizing control of room inventory to maximize revenues.
3. Assist departments with preparation of annual forecasts and budget.
4. Attend designated meetings.
5. Complete and direct scheduled inventories.
6. Conduct weekly departmental leadership meetings and annual department meetings.
7. Follow up on all assignments given.
8. Interview applicants for all positions.
9. Assist in managing chemical, guest supply, and cleaning supply inventory.
10. Prepare weekly forecast of revenues and labor costs.
11. Provide hotel tours.