Resort Assistant Manager (Highly Experienced) at Victoria Waterfront Hotel & Resorts

Job Summary

• The Assistant Manager is responsible for overseeing daily operations across all departments, including the Front Office, Housekeeping, Food & Beverage, and Maintenance.
• The primary focus is maintaining high service standards, maximizing profitability, and ensuring an exceptional guest experience.

Key Responsibilities
Operational Oversight:

• Daily Management: Supervise the day-to-day operations of the resort to ensure all departments are meeting brand standards.
• Quality Control: Conduct regular walkthroughs of the property (lobby, guest rooms, recreational areas) to ensure cleanliness and safety.
• Departmental Synergy: Act as the bridge between departments (e.g., ensuring Housekeeping and Front Desk are aligned on room readiness).

Guest Relations:

• Issue Resolution: Handle guest complaints personally and professionally, turning negative experiences into positive recoveries.
• VIP Handling: Oversee the arrival and stay of VIP guests, ensuring special requests and amenities are prepared.
• Feedback Monitoring: Analyze guest satisfaction scores (NPS) and online reviews to implement service improvements.

Team Leadership:

• Staffing: Assist in recruiting, interviewing, and onboarding new team members.
• Training: Conduct "on-the-job" training sessions and ensure staff are up-to-date on safety protocols and service standards.
• Scheduling: Manage staff rosters and payroll to ensure adequate coverage during peak resort seasons.

Financial & Administrative:

• Budgeting: Help the General Manager monitor expenses, control labor costs, and meet monthly revenue targets.
• Inventory: Supervise the ordering of supplies and conduct monthly stocktakes for F&B or housekeeping materials.
• Reporting: Prepare daily and monthly reports on occupancy, revenue, and operational glitches.