Resorts - Guest Experience Manager - Shenandoah Crossing in Gordonsville, VA by Bluegreen Vacations

Date Posted: 6/25/2019

Job Snapshot

Job Description

The Guest Experience Manager functions as the strategic business leader for the property's Resort Experience operations. Reinforces appropriate culture to promote “Owner and Guest Experiences” on and off-site of the resort by establishing key relationships with area attractions and vendors. Acts as the resort’s “Experience Ambassador” working with the resort leadership team to deliver a holistic approach by finding new and innovative synergies with other resort departments such as sales, food & beverage, equestrian, golf, ski and retail which enhances the overall vacation experience of our owners and guests. Position works with direct reports (department supervisors) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures “Resort Experiences” meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Makes management decisions and provides departmental guidance for all Resort operations related activities to include the Fitness Center, Pool, and Guest Recreational Activities. Develops and manages resort activity programs (e.g., coordinates activities, purchases equipment and supplies etc.). Manages pools, Fitness Center and kid’s club, including overall maintenance, daily upkeep and cleanliness. Conducts administrative activities to ensure employees are treated in a fair and equitable manner for the Fitness Center, Recreation, and other appropriate Resort Operations related teams. Provides and models service behavior to guests and employees.

• Manages the resort activities program by devising and implementing creative and fun activities and experiences on and off property for all ages and demographics.
• Acts as the resort champion for all guest facing initiatives that drive “Made Me Feel Special”.
• Develops a resort communication strategy that “tells the story” of what is happening at the resort and in the community. This may include electronic, promotional collateral, story board/sandwich boards and social that encompasses all “activity” needs for our owners and guest.
• Establishes B2B partnerships with the local community that will enhance the resorts activities schedule while promoting experiential opportunities for our owners and guests.
• Develops key relationships within the community that support our BG Cares initiative and provides a backdrop consistent with our brand.
• Ensures the satisfaction of all Owners/Guests by implementing and maintaining proper Owner/Guests relation programs. Alignment with key Medallia initiatives, communication of such to team and focus upon increasing our scores is critical.
• Identifies key driver of business success and keeps resort experience leadership team focused on the critical few to achieve results.
• Identifies and seizes opportunities to establish partnerships with internal departments to enhance resort activities such as Sales and Marketing, F&B, Golf, Ski, Equestrian and Retail to the goals of the resort.
• Champions the brand’s property experience vision and ensures the execution of property experience efforts.
• Works closely with the Guest Services team to help properly execute special requests or celebration requests taken for owners during the reservations process.
• Identifies opportunities to partner with marketing and sales to drive prospect, owner satisfaction and ultimately sales thru “Surprise & Delight” initiatives.
• Recruits, trains and manages continued development for all staff. Coaches, counsels and develops all staff. Organizes monthly meetings and perform follow up to all staff. Schedules associates to meet the needs of the resort.
• Purchases, advertises and coordinates the sale of merchandise through the Front Desk and Activities Center.
• Trains and supervises the staff in posting any revenue achieved through the activities department.
• Develops and maintains progress reports and program tracking for management review. Communicates programs and results to the appropriate parties.
• Implements appropriate procedures for all activities.
• Manages all department merchandise and maintain inventory for positive revenue generation where applicable.
• Tracks and maintains financial reports to stay within budgetary guidelines and achieve revenue goals.
• Responsible for the overall knowledge and implementation of departmental operating procedures as well as knowledge of the overall resort SOPs.
• Maintains a safe recreation area by conducting daily inspections of life saving equipment, communication devices, clean walking surfaces, clean water and amenity area.
• Manages Lifeguard schedule with a focus on necessary certifications where necessary.
• Conducts inspections of all pools and activities areas to maintain a safe environment

Job Requirements

Bachelor’s Degree in an applicable field or relevant work related experience.
1-3 years of experience as activities supervisor or related field
1-2 years of supervisory experience in hospitality or event planning

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad
candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW

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