POSITION OVERVIEW

The Manager, Resort Services is responsible for the seamless operation of our contact center, ensuring all guest interactions result in a world-class, luxury hotel experience.  This position will assist the Director of Resort Services with managing the day-to-day operations of the contact center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Responsible for leading, evaluating, and coaching Members in order to create world-class guest experiences with every interaction
• Responsible for the development and execution of all department initiatives, monitoring and managing KPIs and workflow effectiveness, and ensuring Members have adequate guidance and resources
• Assists with the training and development of direct reports and call center Members, providing clear feedback and expectations as it relates to their duties
• Maintains a thorough understanding and ensures adherence to all department operating procedures, company policies, and sequence of service standards
• Maintains a working knowledge of all room types, current service offerings, promotions, in-house activities or events, and current product inventory levels
• Promotes open and honest communication throughout the department by conducting daily briefings, developmental one-on-one sessions, and coaching sessions
• Ensures Members receive performance feedback on a regular basis and are recognized and praised for positive performance
• Ensures all information related to marketing campaigns is properly communicated and planned appropriately as it relates to contact center operations
• Analyzes guest feedback and promotes a culture of continuous improvement
• Fosters and promotes a cooperative, inclusive working environment, maximizing productivity and Member morale
• Ensures Member schedules and workforce management objectives align with business needs and financial targets
• Maintain accurate and up-to-date records of performance evaluations, disciplinary actions, schedules, and time-off requests
• Takes ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
• Maintains strong interdepartmental relationships
• Special projects as assigned
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum four (4) years of management experience within reservations, group sales, resort services, or call center operations
• Experience working in a large, luxury resort preferred
• Proven team leader with a high level of energy and a track record of living and breathing the Company’s core values
• Polished communication skills, both verbal and written
• Ability to provide a luxury guest experience with every interaction
• Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
• Demonstrates strong organizational skills and follow through
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred
• Possesses superior conflict resolution skills and customer de-escalation techniques
• Ability to handle sensitive information in a confidential manner
• Passionate about creating exceptional guest and employee experiences
• Ability to make resourceful decisions with an emphasis on guest service, compliance with regulations, and protection of company assets.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
• Ability to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve departmental and Company goals
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
• Ability to communicate clearly and effectively utilizing English, both in spoken and written form
• Maintain a professional, neat, and well-groomed appearance and demeanor adhering to company standards
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly, and communicate clearly
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Work in a fast-paced, busy, and engaging environment, while maintaining excellent customer service skills
• Must be able to work varied shifts, including nights, weekends, and holidays

SUPERVISORY RESPONSIBILITIES    

This position supervises Assistant Managers, Supervisors, Reservations Members, Guest Services Members, Digital Guest Services Members, and Leisure Reservation Members on the Resort Services team.

DIVERSITY COMMITMENT 

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.  

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to sit for prolonged periods and spend extended lengths of time viewing a computer screen.  The Member is also regularly required to stand or walk and use hands and fingers to handle or utilize objects, tools, or controls for a minimum eight-hour shift. The Member is frequently required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly use standard office equipment, lift and/or move up to 10 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate.  Member could be exposed to an environment containing unrestricted secondhand tobacco smoke. The Member must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

PAY TRANSPARENCY 

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$60000 per hour - $73200 per hour