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Saint Cloud Resorts is searching for a Resort Operations Officer. This individual supervises the Rooms Division operations including Front Office, Reservations, Revenue Management, Night Audit, Housekeeping, Laundry, Lobby and Transportation Services. Maximum guest satisfaction is required while ensuring budgeted levels of profitability. Serve as the main contact for hotel guests and other departments when necessary. Ensure that Columbus Hospitality policies and procedures, as well as generally accepted business practices are consistently followed.
Location: Ogun State
Qualified Candidates may be given housing as part of compensation package.
Supervise front office, housekeeping and transportation operations to assure a continual level of outstanding customer service. Maintain established company policies and processes related to customer service techniques, proper identification and payments, up-selling and phone etiquette is maintained.
Serve as the leader of the Revenue Management Team reviewing hotel availability, group pick-up, pricing strategies and assisting in developing opportunities to enhance revenues. Maintains a positive relationship and continuing communications with leadership at area hotels to generate walked/last minute business. Work with the Director of Sales and Controller to maximize hotel inventory and use.
Assure proper sanitation is maintained throughout the property to include guest room accommodations, public areas, offices, grounds, and recreation areas. Manage and inspect all areas to make certain they are maintained in a clean and safe condition. Supervise the laundry operation to assure that hotel terry and linen and F&B linen is processed and cared for in the prescribed manner.
Manage Lobby & Transportation Service to assure that guest needs are properly cared for in a comfortable, safe and efficient manner. Work with the Operations Manager to assure that vehicles are properly maintained and suitable for use.
Actively participate in the property’s marketing and selling efforts by participating in the development of the Annual Marketing Plan, special sales plans and efforts, and assuring an active sales effort in all front office operations.
Handle and responds to guests concerns and requests in a timely manner but more importantly with a dedication to the utmost of Guest satisfaction. Ensure the accuracy and attainment of all guests’ interaction logs such as, guests’ complaints, requests, dry cleaning, lost and found, maintenance work order, etc. for excellent quality control and follow through.
Maintain positive employee relations to include annual reviews, coaching, counseling, on–going training and development. Direct and train managers, supervisors within the Rooms Division to include developing and executing action plans and training for all staff including new-hire in order encourage professional growth and reduce employee turnover. Oversee the scheduling of the staff to ensure adequate staffing keeping with-in budget restraints and established productivity standards. Prepare and conduct monthly department meetings.
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered and pre-blocked. Personally welcome VIP’s upon arrival whenever possible. Check status of departures on a daily basis to make sure that proper processing occurs. Check for updated communication in the daily log.
Positively Interact with other departments to assure a seamless experience for each guest. Work with Nationwide Security to assure a continually safe environment and maintain a position inter-company relationship.
Prepare requisite reports on a daily, weekly, monthly and annual basis. Develop forecasts, budgets and pro forma. Maintain key inventory and controls. Perform scheduled and unscheduled inspections, manage deep cleaning schedule. Review and compare daily, weekly and monthly financial reports.
Serves as an active member of the Saint Cloud Resorts Leadership Team contributing to the properties strategic plan and assisting in the development of operational and sales policies and procedure.
Conducts/attends meetings to maintain effective line of communications, maintain favorable working relationships and promote maximum morale, productivity and efficiency.
Oversees the property MOD program along with coordinating the training for new MOD's.
Manage vendors and continue to maintain working relationships. Be the point person for all interfaces with the .CONNECT FINANCE software system. Work on upgrades and changes for the betterment of the property.
All applicants will be required to submit to a background check prior to employment.