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The Assistant Manager of ICE! Operations at Gaylord Palms Resort & Convention Center plays a crucial role in the planning and execution of meetings and special events. This position is responsible for assisting in the implementation of departmental strategies and ensuring a seamless transition from sales to operations and back to sales for all property events. The Assistant Manager will lead the team to meet and exceed daily and weekly goals, which include sales, attendance, guest satisfaction, and safety. This role requires a proactive approach to managing operations and budgets, ensuring that all events are executed to the highest standards while maintaining profitability. In this position, the Assistant Manager will conduct daily walk-throughs of the banquet floor to promote client satisfaction and uphold quality standards. They will also be responsible for learning, operating, and training employees on various software systems used in event management, such as ticketing, retail, inventory, and space usage. The Assistant Manager will assist in developing working relationships with outside vendors, establishing prices and service agreements to enhance the event experience, and creating opportunities to upsell during event planning. Additionally, they will manage merchandise inventory and enhance displays to increase sales. Customer service is a key focus for this role. The Assistant Manager will create an atmosphere that meets or exceeds guest expectations, set a positive example for guest relations, and interact with guests to obtain feedback on product quality and service levels. They will also handle guest problems and complaints, empowering employees to provide excellent customer service and striving for continuous improvement in service performance. Human resources activities are also part of this role, including interviewing, selecting, and training employees, appraising productivity and efficiency, and conducting annual performance appraisals. The Assistant Manager will monitor employee attendance and help direct supervisors achieve their development goals, ensuring a safe and secure environment for both employees and guests.
