Cabin Experience Manager

Job Description

Job Description

The Cabin Experience Manager is responsible for overseeing the efficient and effective operation of the Cabin and Bunker Experience; including all aspects of the Concierge Department to ensure that all needs of the guest’s are met by providing flawless, uncompromised, and personalized service.

Essential Functions:

• Oversees the Concierge program for the Cabins and Bunker Experience, including staffing, scheduling, and daily assignments, to include: requests for specific services, providing needed information, and coordinating arrival, housekeeping, and all operational needs to meet the guest's expectations.

• Ensure team members presents an image of excitement, enthusiasm, and outgoing personality while being able to project a professional appearance

• Ensure the ordering of products, turndown service, cleaning, laundering, and repairing guests' clothing and other items, sending and receiving packages and amenities.

• Handles billing throughout and commits to providing an accurate statement to the guests post stay for payment.
• Ensures staff know "the stories" and are very knowledgeable about the Cabins, Bunker, golf courses, resort, other services offered, amenities, and technology.
• Coach and monitor Concierge team’s performance and work-related activities to provide an outstanding guest experience.

• Coordinates communication between departments to manage Cabin and Bunker guest requests and facilitate smooth transitions.

• Lead and conduct regular inspections/performance reviews of all butler areas, including occupied and non-occupied rooms, public clubhouse areas, and appearance standards.

• Hire team members in accordance with policy and procedure
• Promotes positive guest/team member relations and resolves guest complaints.

• Properly and effectively coach and counsel team members and apply disciplinary guidelines fairly.
• Acts as needed to support team member in all duties and service to ensure complete service.
• Create a positive employee environment to ensure retention and staff satisfaction.
• Attend required weekly meetings to include: BEO, resume, safety, staff, standup, etc.
• Other duties as assigned.

Knowledge and Skills:

Education:

• High School diploma, G.E.D., or equivalent required. Bachelor's degree preferred with two (2) to four (4) years of hospitality/golf supervisory experience.
• Must possess excellent time management skills and the ability to forecast the time management needs of others.
• Proficient in Microsoft Office (Outlook, Word, Excel, Teams) and Adobe Acrobat.

Experience: 2 to 4 years of superior quality guest service experience preferred

Skills and Abilities:

Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail. Very strong interpersonal skills and the ability to build relationships with associates, guests, partners, and vendors. Expert-level written and verbal communication skills. Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response. Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment. Ability to work under minimal direction.