Personal Wellness Support System (PWSS) Manager

: Compensation Type: Yearly Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle. Location: Amrit Ocean Resort & Residences...The first-of-its-kind Five Star personalized luxury wellness community is launching our first location in South East Florida. Located on 7.5 acres oceanfront, Amrit unites the ancient inner-science of the East and Western technology for personalized luxury that promotes mindful living with unlimited potential. Utilizing the time-honored practice of Eight Limbs of Patanjali with Five Pillars of Wellness (Mindfulness, Nutrition, Fitness, Relaxation and Sleep), Amrit's 24/7 Personal Wellness Advisors work with guests to identify their Personalized Roadmap to Wellness. Amrit's two towers, Peace and Happiness comprise 182 wellness residents, 153 wellness resort suites including 30 destination spa suites, chlorine free pools, natural bistro with teaching kitchen, farm to table restaurant, meeting/celebration space, hair-health full service salon, outdoor activities/experiences and 100,000 sf of wellness and spa spread over four floors indoors and out. Featuring Aayush, an extensive hydrothermal circuit with co-ed and gender specific areas, plus hamam, flotation pod and terraces with panoramic ocean views. Amrit, in partnership with leading wellness innovators, globally renown mindfulness experts, and a spa floor dedicated to innovative treatments and services, will provide the tools, technology, resources and experiences for guests to achieve personalized peace and happiness and ultimately, wellness for life. Overview: Amrit's Personal Wellness Support System (PWSS) has been created to deliver a personalized wellness roadmap for all of our guests. PWSS is based on Amrit's Five Pillar Philosophy focusing on Mindfulness, Nutrition, Fitness/Movement, Relaxation and Sleep. Our experts will Co Create individual plans that are aligned with guest personal goals and Lifestyles. The PWSS Manger is responsible for the coordination and implementation of the daily PWSS programming. The PWSS Manager will have direct oversight of the PWSS reservation process and will be key in delivering a seamless guest experience. Responsibilities:

• Oversight of pre arrival reservation team, on site coordinators and experts that are responsible for guest flow and scheduling of all wellness package guests that are staying at the resort.
• Firm understanding of Wellness trends and services and how they can be implemented into Amrit's programming.
• Direct contact with Wellness guests to ensure that all services and activities are meeting guest expectations.
• Maximize Wellness revenue and occupancy by reviewing status daily. Monitor selling of wellness packages and spa offerings daily.
• Attend daily and weekly Wellness Strategy meetings.
• Review arrivals report and daily guest report to ensure accuracy.
• Be completely competent in all PMS functions used by Reservations.
• Be knowledgeable on property information (outlets, hours of operation, etc.) and ensure the staff is trained to communicate hotel information to callers and in house guests
• Comply with hotel policies on billing, routing, master accounts, A/R accounts and PM accounts.
• Control wellness package inventory.
• Make test calls according to hotel standards.
• Be knowledgeable about the uses and functions of Resort Suite
• Work with Wellness Director to ensure that forecast is completed on a timely basis, according to SOP's.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Assist in preparation of monthly revenue and occupancy forecasting for wellness center and spa
• Complete weekly work schedule for reservation sales agents according to business forecast, payroll budget guidelines and productivity requirements.
• Process/correct daily payroll sheets.
• Follow and enforce all hotel credit policies.
• Understand and follow Revenue Strategy restrictions.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all Reservations and stationary supplies.
• Review Reservations logbook and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of reservations, reports, restrictions, etc.

Qualifications: Education & Experience:

• A 4-year college degree; or a 2-year college degree and at least 1 year of related experience; or two to three years of experience in a hotel or related field Preferred
• Previous supervisory experience preferred.
• Must be proficient in Windows and company approved spreadsheets and word processing.

Physical requirements:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attending all hotel required meetings and training.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.