Provide timely, real-time feedback to management and hourly/non-management associates on service and operational standards; including feedback on even the smallest of service and operational details.
Review and follow-up on property Guest Service Satisfaction (GSS) scores and comments.
Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.
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Drives employee satisfaction and ensures continuous improvement action plan is executed effectively, with a focus on team and succession planning.
Communicates effectively the hotel strategies and situation awareness to all partners: Owners, Corporate Office and Associates.
Oversees the timely development and completion of the annual budgets, regularly monitors performance and assumes responsibility for its achievement.
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Ensure all departments work collaboratively to deliver a seamless and consistent guest experience.
Monitor operational performance and identify opportunities to improve efficiency, productivity, and service standards.
Lead, coach, and mentor the resort management team and employees, fostering a culture of teamwork, accountability, ownership, and continuous improvement.
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