Resort Experience Manager (Seasonal)
Resort Experience Manager (Seasonal)
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Job Description
Job Title: Resort Experience Manager (Seasonal)
Location: Wentworth by the Sea New England
Job Description:
The Resort Experience Manager (Seasonal) atWentworth by the Sea is responsible for overseeing seasonal operations within the Guest Services department with a specific focus on enhancing the marina guest experience resort activities and guest services. The role is essential in ensuring an elevated guest experience from checkin to checkout by leading a dynamic team to deliver personalized exceptional service. This manager will coordinate with multiple departments such as housekeeping food and beverage and concierge to ensure a seamless stay for all guests particularly those staying in marina suites. Additionally this role emphasizes creating memorable experiences for guests through attention to detail anticipating needs and fostering a welcoming atmosphere that reflects the resorts commitment to luxury and hospitality.
Key Responsibilities:
- Guest Experience: Provide superior customer service and manage all aspects of the guest experience ensuring smooth arrivals departures and instay experiences for both marina and resort guests.
- Operational Focus: Coordinate and partner with the daily operations of valet checkin/checkout housekeeping inroom dining concierge assistance and luggage handling activities ensuring all services are executed to the highest standards.
- Team Leadership: Lead and motivate a team of housekeepers recreational staff and guest services personnel while providing ongoing coaching feedback and recognition to enhance team performance.
- Guest Interaction: Address guest concerns promptly and effectively resolving issues and ensuring guest satisfaction throughout their stay. Regularly follow up with guests to ensure their needs are fully met.
- Facility and Room Preparation: Oversee room preparation ensuring all marina suites and resort rooms are cleaned and stocked with necessary amenities and supplies. Monitor housekeeping tasks and inspect rooms before guest checkin.
- VIP and HighProfile Guests: Coordinate special arrangements for VIP highprofile and special guests ensuring personalized and discreet service.
- Communication: Maintain clear and consistent communication between all departments particularly the front desk food and beverage and housekeeping to ensure seamless service.
- Guest Amenities & Marketing: Promote and explain guest amenities programs and services. Prepare and distribute weekly or daily activity calendars for guests with a focus on marina guests unique needs.
- Performance Monitoring: Track team performance maintain daily task logs and analyze reports (such as HotSOS) to monitor task completion and areas for improvement.
- Problem Resolution: Use excellent problemsolving and communication skills to resolve guest service issues ensuring that no guest feels anonymous.
- Diversity & Inclusion: Foster a workplace that celebrates diversity ensures an inclusive environment and promotes a harassmentfree work culture.
Qualifications:
- Previous experience in a leadership role within the hospitality industry ideally in a resort or marina setting.
- Strong leadership communication and interpersonal skills with the ability to lead a team and create a collaborative and positive working environment.
- A deep understanding of guest service principles and a strong desire to provide exceptional experiences.
- Ability to handle multiple tasks and manage shifting priorities while maintaining a calm and professional demeanor.
- Flexibility to work varying shifts including weekends and holidays to ensure seamless operations.
- Previous experience with guest service software and operational tools is a plus.
This is a seasonal position offering competitive pay and benefits with opportunities for career growth within the Wentworth by the Sea resort and the broader hospitality industry.
Required Experience:
Manager
Employment Type
Full-Time
