Bungalows Manager

The Boca Raton•Boca Raton, FL

About The Position

The Bungalows Manager oversees the daily operations of the Bungalows at The Boca Raton, leading and developing the team while ensuring exceptional guest experiences and Five-Star luxury hospitality standards. The role manages daily service operations, bungalow presentation and readiness, and personalized guest experiences. It works closely with Front Office, Housekeeping, Engineering, Guest Relations, Bell & Valet, Food & Beverage, and other resort departments to support operational excellence and consistent service delivery. The manager plans staffing and schedules, supports hiring and associate development, monitors payroll and departmental records, manages supplies and equipment, and coordinates room assignments, inventory, maintenance, and bungalow readiness. The position oversees the guest experience from pre-arrival through departure, including VIP arrangements, guest preferences, service recovery, relocations, and guest concerns. It requires a visible floor presence, including spending at least 70% of working time with teams and engaging with guests. The manager also supports other guest service areas as needed and performs additional duties assigned by resort leadership.

Requirements

A Guest Relations Manager with three or more years of luxury background would be considered.
Experience managing a team of managers and hourly associates.
Ability to read, write, speak, and understand English effectively.
Ability to use a moderately complex computer system, including property management systems, and accurately enter information.
Knowledge of Microsoft Office, specifically Word and Excel.
Strong knowledge of Opera and applicable software; ability to multitask across multiple applications.
Strong understanding of Five-Star luxury hospitality standards, bungalow operations, room readiness, guest preferences, and personalized guest service.
Ability to anticipate guest needs and deliver superior service with minimal direction.
Excellent verbal and written communication skills in English.
Exceptional attention to detail and ability to organize and manage multiple tasks.
Ability to handle difficult situations professionally and hold associates accountable for performance and service standards.
Ability to work collaboratively and involve appropriate departments in decision-making.
Full flexibility in availability to accommodate hotel occupancy and business demands; availability on weekends and holidays as needed or directed.
Strong training, mentoring, motivation, and team leadership skills, including leading by example.
Ability to plan, organize, and manage large or multiple projects while meeting deadlines.
Ability to resolve guest concerns with discretion, professionalism, and commitment to exceptional service.
Ability to establish and maintain positive working relationships with Housekeeping, Engineering, Front Office, and other resort departments.
Ability to support Bell & Valet, Front Drive, Front Office, and Guest Relations operations when coverage is needed.
Physical ability to lift up to 50 pounds, with frequent lifting and carrying of objects up to 25 pounds; significant walking or standing, reaching, handling, feeling, talking, hearing, and seeing are required.

Nice To Haves

Degree in Hospitality or Hotel Management preferred.

Responsibilities

Manage daily Bungalow operations and oversee Bungalow team associates.
Assist with associate hiring, training, counseling, and discipline.
Schedule managers and associates according to business needs and budget guidelines, adjusting staffing as needed.
Ensure daily payroll accuracy and maintain personnel records, including training documentation, payroll, vacation requests, and other associate records.
Review forecasts, occupancy, arrivals, and departures to anticipate staffing and operational needs.
Coordinate with Front Office, Revenue Management, and Housekeeping on room assignments, inventory management, bungalow readiness, and inspections.
Conduct monthly departmental meetings and attend pre-con meetings, operational meetings, and mandatory meetings.
Partner with Housekeeping and Engineering on preventative maintenance and timely completion of maintenance requests and repairs.
Ensure accuracy of daily TBR Compass and applicable operational reporting.
Ensure the team has the information, tools, equipment, and resources required to perform its functions.
Maintain organization, cleanliness, and presentation of Bungalow areas and operational spaces; conduct regular bungalow inspections.
Manage inventory of guest amenities, operational supplies, and equipment, including bi-weekly inspections.
Communicate operational priorities, guest information, and departmental updates to associates, executives, and peers; assign responsibilities and monitor performance.
Resolve operational challenges and guest concerns with discretion and sound judgment, including during high-volume periods, emergencies, relocations, and room changes.
Maintain compliance with The Boca Raton's Five-Star service standards and oversee personalized guest service from pre-arrival through departure.
Review VIP arrivals, special occasions, and guest requests, and coordinate the necessary arrangements.
Maintain a visible presence in the Bungalows, spending at least 70% of working time on the floor with teams and engaging with guests.
Document and communicate guest preferences, special requests, and service recovery opportunities to relevant departments.
Manage operations to control costs, support profitability, maintain quality standards, and achieve guest satisfaction.
Support and develop associates, including direct reports, through consistent training and mentoring.
Coordinate with the Director of Housekeeping, Front Office leadership, Bell & Valet Manager, Discovery Center Manager, and other departments to support seamless operations.
Support other guest service areas, including Bell & Valet, Front Drive, Front Office, and Guest Relations, during coverage needs or high-demand periods.
Identify personalized service initiatives and operational improvements to enhance the Bungalow guest experience.
Perform additional duties as assigned by resort leadership.