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Resorts - Evening Manager - Cibola Vista in Peoria, AZ by Bluegreen Vacations

Date Posted: 1/26/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Peoria, AZ
  • Job Type:
    Management
  • Experience:
    At least 2 year(s)
  • Date Posted:
    1/26/2018

Job Description

The purpose of the Evening Manager is to effectively and positively handle the evening operation of the overall resort. This is the personal representative of the GM and AGM and this person must exercise common sense, tact, hospitality, extra effort and diplomacy as the Manager in all Guest or Emergency situations. The MOD is responsible for Customer based decisions, will utilize Managers and Supervisors to assist with their own departmental issues and all Emergencies of the resort during their shift. The Evening Manager should visit all areas of the resort and complete at the end of the shift a MOD report, which will be saved on We Share and emailed out to the department heads/department assistant managers and supervisors. Meals or accommodations are not included during the MOD shift.

RESPONSIBILITIES:

Responsibilities include inspecting entire property on a daily basis, the sales model unit, and two random units providing feedback on inspection forms and spot checking for items listed on the quality audit.
• Responsible for some re-training of basics with in the department as requested by the specific department heads, would require working knowledge of the night audit process in the event there is gaps in coverage, and have full working knowledge of the front office and food & beverage micros systems to assist when needed.
• This position requires weekend, evenings, on call during the late night evenings in the event of emergencies, employee must be willing and able to work any shift as necessary as dictated by the needs of the Resort and be visible at all times to ensure adequate coverage at all times.
• Assist Front Office Director to ensure that RCI and Bluegreen comment card scoring is at or above benchmark
• Ensure the satisfaction of all guests by maintaining proper Guest/Owner relation programs within all aspects of the resort. Ensuring all Guest/Owners are given comment cards to allow us feedback to correct deficiencies and report to department heads those employees that gave outstanding service
• Perform Front Desk duties and night audit duties as necessary.
• Assist the Resort to ensure that RCI and Preferred Members are registered in a timely manner and follow up with PBX on arrival calls to ensure all issues are properly addressed and followed up on ~ proper guest resolution
• Ensure that all Standard Operating Procedures are being followed and item listed on each department QA are implemented.
• Assist and Respond to all Guest Letters, Email and verbal coorespondance (i.e: Trip advisor, Corp Escalation, Comment Card Feedback etc…)
• Complete Quarterly Quality Audits for Resort as assigned by AGM
• Enforce the Quality Express beliefs within all departments and assist with the creativity and activities of this program
• Complete Manager on Duty reports and follow up on daytime reports as dictated by management.
• Review the SWOT resort matrix monthly to ensure we are on track in the evenings with each department
• Attend meetings as assigned by GM/ AGM and attend management staff meetings to advise all of evening detail
• Become familiar with and knowledgeable of all emergency plans. Investigate, document, report and resolve all accident and/ or incidents that could potentially expose the Resort to liability. Documentation of facts and details are essential.
• Notify the GM & AGM in the event of any incident immediately. This is also conducted by Security.
• Bring all guests complaints, concerns, questions and incidents to a satisfactory conclusion.
• Assist in developing communication, smooth operations with adherence to company standards and procedures and expedite problems arising within the departments.
• Communicate directly to 3rd Shift and AM MOD on a daily basis.
• Conduct evening and 3rd shift DSU while communicating and following up on all evening issues and staffing
• Inform direct Supervisors of any incidents, complaints, or problems they should be aware of for follow up and/or response.
• Carry the MOD phone
• Conduct yearly Manager on Duty Trainings


Job Requirements

• High School Dimploma or Equivalent
• Management experience of at least 2 years in a large scale resort.
• CAM license preferred but not required. Have the ability to think and react quickly, emergency response training is necessary, high level of respect for company integrity and ethics. Knowledge of Vacation Ownership required
• Knowledge of daily operations of front desk, reservations, yield management and problem resolution. Must have excellent interpersonal skills when dealing with associates and Guests/Owners. Need to have the ability to supervise a staff of 30-35associates. Must be able to work independently, be able to make independent decisions that are customer based be able to interact with a wide range of people and be PC proficient.
• Must have excellent interpersonal skills when dealing with guests, associates, and the general public and have good work ethic
• Must have physical ability and willingness to work hours as necessary, be able to work independently, be able to wok in a fast pace environment, be extremely customer service oriented and have multi-tasking skills
• Ability to constantly bend, stand, reach, stoop, kneel, walk, push, manual dexterity.
• Ability to constantly lift up to 50 lbs
• Ability to work schedule based on business demands, including but not limited to weekends, holidays, etc

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