Job Specification

Resort Operation & Hospitality Manager manages a mixed-use development, composed by the free hold owners residences, the accommodation structure (holiday for rented units), & cooperate with the beach bars and restaurants of the property to prepare customers service packages. He/ She coordinates all the different units in an establishment. His/ Her role is to elaborate and define the commercial and management strategy of residences & the hospitality part of property in line with the customer standards, the profit targets, the quality, the hygiene and the safety standards. This position will be directly report to Division Director of Hospitality, Asset & Property Management.

Job Responsibilities

• Built the resort Human Resource operation structure,
• Builds the department's strategy in alignment with the company strategy, and transforms them into clear objectives
• Hires qualified personnel according to standards when needed, involved in JD preparations, trainings, KPI settings, performance evaluation of the department team directly reporting, maintain standards for staff performance
• Update the records of the team working hours, ensuring they meet the requirements of the Working Time Directive
• Organize , Coordinate and Supervise people and operations to ensure maximum efficiency and profitability of the entire structure
• Anticipate owners & guest needs and respond promptly & accordingly
• Assures that the Front office department maintain standards for customer service
• Ensure that all staff project a positive, approachable, friendly and professional image to enhance client and customer retention and assist the Company in winning new business
• Makes sure the staff greet guests at arrival, create standards surveys, and fined acceptable solutions to problems that may arise
• Is responsible to prepare & offer basic customer services packages, & also special “A l Carte” service packages for owners/residents & guests
• Need to keep abreast of local happenings so suggest to the concierge team to book tours or recommend activities to guests & owners/residents unfamiliar with the area
• May needed to coordinate functions or events for your guests & owners/residents
• Make sure operations are running smoothly in tandem with one another (especially with the Asset Management department for the maintenance & housekeeping of the common areas & for the A la Carte services offered to the owners & residents)
• Manages customer and residents complains; Takes care of resolving any discomfort the guests and residents may have due to possible lack of customer service
• Ensure positive customer experiences by maintaining high-quality facilities and remedying problems. Conduct inspections to make sure that they are all up to code
• Is responsible to communicate & follow with the team the standard operating procedure
• Takes care of the Resort Administration
• Responsible for the rented unites sales & for the reception operations
• Maintaining full knowledge of all inner working of the resort, - Owners/ residents services & relationship with them - Villas Price Rates, booking policies & procedures, specials, availabilities; Maintaining the Collaboration with other group companies involved in the project/resort
• Suggests & implement the price/rates policy and proposes the discount policy to the CEO
• As/ When requested by the director, conducts periodical meetings to ensure that all sectors of the department are in working order
• Manages customer and residents complains; Takes care of resolving any discomfort the guests and residents may have due to possible lack of customer service
• Ensures that maintenance is kept in the whole, making sure that everything on the property is working and is safe;
• Plans and manages budgets; Approves and controls Expenditures; Creates reports for senior management;
• Ensures to have the necessary/ manage supplies
• Responsible to control & deliver the financial result of the resort
• Maintain under control income & Opex situation as per the approved budget
• Maintain under control financial issues (cash management, cash flow etc…)
• Guarantees adherence to relevant legal, health and safety regulations and guidelines
• Comply with all Company and client policies, procedures and statutory regulations, including human resources, site rules, health and safety, safe working practices, hygiene, cleanliness, fire
• Active participation in giving suggestion in all company
• Participate in company meetings/presentations

Skill Set Required

• Planning And Organizing
• Ability To Multitask And Prioritize
• Customer Service Orientation
• Attention To Detail And Accuracy
• Professional Appearance And Attitude
• Effective/Excellent Verbal And Written Communication Skills
• Ability To Handle Stress And Stay Calm Under Pressure

Job Requirements

• Work experience in customer service or sales;
• Knowledge of the best practices and procedures for customer service, hospitality; management, renting programs
• Hands on experience with MS Office and relevant software
• Excellent communication, leadership, relationship building and interpersonal skills
• Problem-solving aptitude
• BA in hospitality management or similar relevant field
• Driving license or international driving license

Salary and Benefits

Offered Salary: USD 3500 monthly - USD 4500 monthly
Overtime Applicable
Food Accommodation Transportation Visa Provided