Property Operations Manager

Job DetailsJob Location: Cruz Bay Watersports at The Westin Resort Frenchmans Reef - St. Thomas, VI 00802 Salary Range: $60,000.00 - $60,000.00 Salary/year Travel Percentage: Up to 25% Duties (NOT ALL INCLUSIVE) LEADERSHIP Create effective structures, processes, people and performance management systems. Set goals and objectives for direct reports, in partnership with Property Leadership and RED business goals to align performance expectations and accountability. Sets a cadence of regular and consistent communication and 1:1s, with a focus on encouragement, accountability, and RED mindset. Support tools, training, and learning and development (L&D) resources to educate and develop sales teams. Activate regular competitions/incentives for sales for the beach, marine and property teams. Provides day-to-day leadership and oversight to the operations Team with a focus on building a long-term, RED-culture and value-based relationship with customers and internal stakeholders which enables achievement and execution of all sales objectives. Provide hands on leadership support to our beach operations and lobby-based teams, training each employee to provide 5-star service in line with the Hotel’s goals and standards. Transfers functional knowledge and sales skills to developing Tours and Activities agents, and assistant manager. Daily Observation of service, organization, and communication behaviors of direct reports and provides regular and actionable feedback. Challenge and motivate staff to achieve sales, provide superior guest service and promote RED. Be an expert at problem solving. STAFF DEVELOPMENT Hands on support for incoming concierge orientation and onboarding process. Transform the culture to a proactive sales team with a first-class guest focus including fast response time and an over and above attitude. Empower and activate the Tours and Activities team to be independent workers with a drive for success and personal growth. Focus on beach operations and team training and accountability for sailing lessons and equipment usage, ensuring that all required training has been completed, documented, and communicated. Ensure all development programs are in line with the Company’s core values and vision. OPERATIONS Oversee the daily operations of all RED operations on the property including but not limited to beach operations, Watersports, retails store and tours and activities stations. Lead the coordination of all employees and initiatives for the RED property team with the Director of Hotel Operations. Collaborate with the hotel property operators to engage in relationship building and service execution. Relationship building with the Sand and Sea team is integral. Attend daily stand up meetings and group resume meetings as required. Develop a culture of inclusiveness, communication and respect amongst the team. Manage and develop all third party vendor relationships. Develop the Tours and Activities team to focus on driving revenue and closing every enquiry. Provide hands-on, on-site support to the team. This is an active role with a constant presence in all our areas of operations including, but not limited to the Dock, beach hut 1, beach hut 2 and both lobby desks. Cover the Tours and Activities desk, executing sales and booking excursions in the absence of sales agents on an as needed basis. Oversee the training and development of all beach associates with a focus on sailing skills, guest interactions and policy and procedures. Observe, modify and implement new policies and procedures to continuously challenge the status quo and refine the business model by offering better value and service to our customers. Incorporate guest satisfaction as a crucial component of daily stand-up meetings, with a focus on associate recognition, accountability, and continuous improvement of the guest experience. Maintain successful performance by increasing revenue and controlling expenses in your assigned areas. Accountable for the successful establishment and maintenance of all outside concierges, vendor and third-party relationships. FINANCE AND ACCOUNTING Ensure monthly billing accuracy and deliver monthly reconciliation/audit of all financial statements. Monitor and control all schedules to ensure full coverage and remove overtime in line with our business needs. Ensure the correct voucher system is in place and unpaid reports are kept up to date and all inventories are completed as needed. HUMAN RESOURCES Accountable for all human resources activities, including recruiting, hiring and onboarding processes, progressive discipline policies, for your department while working closely with Director of Hotel Operations. SALES & MARKETING Recommend and implement sales and booking goals for tours and activities direct reports. Work with the Director of Hotel Operations and revenue team, implement, and adapt a proactive sales and marketing plan that addresses revenue, market conditions, and customers. Follow up on guest recovery scenarios to the appropriate teams on property, ensuring the successful execution of any necessary resolution. Offer operational support to the DMC team as needed. Establish, maintain and grow local relationships with third party vendors across experiences, off‑site concierge, restaurants and transportation agencies. QUALIFICATIONS Minimum Qualifications Key contributor in working across disciplines in matrixed organizations. – Guest relations, Beach Operations, Concierge sales. Highly organized, productive leader who can problem solve while being proactive in anticipation of guest’s needs. Highly proficient in Microsoft Word, Outlook, Excel and PowerPoint. Effectively trained in the art of conversation, adhering to luxury brand standards with an integral focus on beach operations. Embody a positive mindset and adopt a lead by example attitude. Ability to be an enthusiastic self-starter with strong organizational skills. Exemplary communicator, understanding email and phone responses will be needed outside of traditional work hours at a luxury level. Knowledge, Skills, and Abilities: Must be able to walk on various types of surfaces including rough terrain, sitting, standing, maintaining balance, climbing stairs, ladders, and inclines, working alone and in remote areas. Must be able to work various work settings such as exposure to sunlight, and outside temperature extremes. Must be able to lift at least 50lbs. Knowledge of the principles of basic report preparation. Knowledge of the principles and procedures of reliable data collection and recordkeeping. Ability to establish and maintain effective working relationships with all persons contacted during the work. Ability to operate assigned equipment, read and interpret documents. Must be able to operate with little or no supervision. Must be willing to work holidays, nights, and weekends. #J-18808-Ljbffr