Assistant Manager of Resort Amenities

POSITION SUMMARY:

Ready to bring the fun to life? Villatel Orlando Resort is on the hunt for an energetic and hands-on Resort Amenities Services Assistant Manager to help keep the good times rolling! In this role, you’ll be at the heart of the action—overseeing daily operations across our amenity spaces, from the excitement of the waterpark to the creativity of our activities programming.

You’ll lead from the front, coaching and motivating your team to deliver unforgettable guest experiences while ensuring everything runs safely, smoothly, and at peak performance. From training through the Villatel Experience Academy to keeping inventory stocked and spaces guest-ready, you’ll make sure every detail is dialed in.

Collaboration is key—you’ll partner with teams across the resort to create seamless service, support special events, and turn guest moments into lasting memories. If you thrive in a fast-paced, guest-focused environment and love turning everyday operations into extraordinary experiences, this role is for you!

POSITION RESPONSIBILITIES:

• Oversee daily operations of all amenity spaces, including the waterpark, activities programming, and guest engagement areas, ensuring a safe, clean, and engaging environment for all guests.

• Serve as the on-the-floor leader, maintaining strong visibility and presence while directing Amenity Team Members to ensure alignment with Villatel standards.

• Provide leadership, direction, and support to team members, ensuring they are aligned, engaged, and delivering exceptional guest service.

• Actively manage and adjust staffing deployment in real time based on guest flow, weather conditions, and operational needs.

• Lead daily operational rhythm, including opening readiness, mid-day check-ins (Deep Dive), and closing procedures to ensure consistency and accountability.

• Ensure all team members deliver exceptional hospitality aligned with the Villatel Experience Academy standards.

• Act as the primary escalation point for guest concerns, resolving issues promptly, professionally, and with a guest-first mindset.

• Proactively engage with guests to enhance their experience, identify opportunities, and create memorable moments.

• Monitor guest feedback and communicate trends, wins, concerns, and opportunities to leadership.

• Monitor all waterpark and amenity operations to ensure strict adherence to safety standards, policies, and emergency procedures.

• Maintain active supervision of high-risk areas, ensuring team members are alert, properly positioned, and following protocols at all times.

• Ensure all safety equipment, signage, and operational procedures are in place and functioning properly.

• Lead onboarding and ongoing training for Resort Experience Hosts through the Villatel Experience Academy, ensuring all team members are properly trained and certified before operating independently.

• Reinforce training standards daily through coaching, real-time feedback, and on-the-floor development.

• Conduct skill validations and performance check-ins to ensure consistency across all roles and team members.

• Support the development of a strong team culture by modeling leadership, accountability, and professionalism.

• Oversee inventory levels for all amenity operations, including towels, activity supplies, equipment, and guest-facing materials.

• Conduct routine inventory checks and coordinate restocking to ensure all areas remain fully operational and guest-ready.

• Monitor inventory usage trends and identify opportunities to improve efficiency, reduce waste, and maintain cost control.

• Ensure all equipment and materials are properly maintained, stored, and presented according to brand standards.

• Support and oversee the execution of daily activities and special events, ensuring programming is organized, engaging, and aligned with the Villatel brand.

• Ensure all experiences are delivered with energy, structure, and consistency.

• Collaborate with leadership to enhance programming and identify opportunities to elevate the guest experience.

• Conduct routine walkthroughs of all amenity areas to ensure cleanliness, presentation, and operational readiness.

• Partner with maintenance, housekeeping, and other departments to address facility needs and resolve issues efficiently.

• Ensure all areas are “guest-ready” at all times, maintaining a high standard of visual excellence.

• Maintain clear and consistent communication with leadership, dispatch, and supporting departments to ensure seamless operations.

• Provide real-time updates on operational status, challenges, and priorities.

• Document and communicate key incidents, performance insights, and operational opportunities.

• Support opening and closing procedures, ensuring team readiness, operational setup, and completion of end-of-day responsibilities.

• Ensure compliance with all company policies, procedures, and safety standards at all times.

• Take ownership of assigned operational focus areas (training, inventory, or programming), while collaborating with fellow supervisors to ensure overall team success.

• Lead with a sense of urgency, accountability, and ownership in all aspects of the role.