Resort Services Assistant Manager

Fontainebleau Las Vegas•Las Vegas, NV

11d•$55,000 - $61,000•Onsite

About The Position

The Assistant Manager, Resort Services will help support the seamless operation of our contact center, ensuring all guest interactions result in a world-class, luxury hotel experience. This position is primarily responsible for supervising, training, and supporting Members during their day-to-day tasks, providing guest support in escalated situations, as well as assisting the leadership team with managing the daily operation of the contact center as needed.

Requirements

Must be at least 21 years of age.
Minimum two (2) years of experience managing or supervising teams, preferably within reservations, group sales, resort services, or a high-volume contact center
Hospitality degree preferred, or an equivalent combination of education and experience
Experience working in a large, luxury resort preferred
Proven team leader with a high level of energy and a track record of living and breathing the company’s core values
Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction
Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
Demonstrates strong organizational skills and follow through.
Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred
Must be able to work on-site with varying schedules, including overnight shifts
Possesses strong conflict resolution skills and customer de-escalation techniques
Ability to handle sensitive information in a confidential manner
Passionate about creating exceptional guest and employee experiences
Member must be able to qualify for licenses and permits required by federal, state, and local regulations.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.
The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

Nice To Haves

Hospitality degree preferred, or an equivalent combination of education and experience
Experience working in a large, luxury resort preferred
Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred

Responsibilities

Responsible for leading, evaluating, and coaching Members in order to create worldclass guest experiences with every interaction
Responsible for the execution of all department initiatives, monitoring, and managing KPIs and workflow effectiveness, and ensuring Members have adequate guidance and resources
Assist with the recruitment and interview process for new Members
Assist with the training and development of direct reports and Resort Services Members, providing clear feedback and expectations as it relates to their duties
Maintain a thorough understanding and ensures adherence to all department operating procedures, company policies, and sequence of service standards
Maintain a working knowledge of all room types, current service offerings, promotions, in-house activities or events, and current product inventory levels
Promote open and honest communication throughout the department by conducting daily briefings, developmental one-on-one sessions, and training sessions
Ensure Members receive performance feedback on a regular basis and are recognized and praised for positive performance
Maintain accurate and up to date records of performance evaluations, disciplinary actions, special accommodations, schedules, and time-off requests
Assist with analyzing guest feedback and promotes a culture of continuous improvement
Foster and promote a cooperative, inclusive working environment, maximizing productivity and Member morale
Actively promotes and uses Fontainebleau’s Core Values to lead by example when interacting with Members and guests
Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
Handle guest escalations to ensure timely resolution of issues
Special projects as assigned
Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary