Resort Assistant Manager- TEBC

Looking for a dedicated, knowledgeable hospitality leader to join our management team at The Tahoe Edge lake Beach Club resort in Tahoe Vista, CA!

Work Type:
Full-time, salaried position.

Work Schedule:

Thursday-Monday.

This position requires weekend availability.

HOA Board and timeshares experience preferred.

Robust benefits package available.

The Assistant Manager works under the direction of the Regional Manager in the management and optimization of overall resort operations. The Assistant Manager is a leader and assists all departments daily and directly oversees all assigned departments. In addition to management duties the Assistant Manager processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys.

Ensures rates match established parameter, document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Supplies guests with directions and information. Answers, records, and processes all guest calls, requests, questions, or concerns;

follow up to ensure each has been met to guests’ satisfaction. Processes all payment types, vouchers, paid-outs, charges, and provide change. Reports accidents, injuries, and unsafe work conditions to the Regional Manager and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other team members.

Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

• Is engaged with all resort departments daily providing leadership and assistance to optimize operational efficiency.
• Responsible for practicing, supporting, and promoting high expectations for professionalism, hospitality and positive guest interactions.
• Supervise and direct various guest service departments focused on overnight guest operations.
• Supervise and direct the housekeeping operation and ensure high quality outcomes and guest experience.
• Quickly respond to and resolve guest complaints and incidents and complete all required reporting documentation.
• Lead and participate in resort security functions throughout the year including nightly security rounds, manager on-duty program, and respond to any after hours needs by staff or guests.
• Understand and enforce all resort rules, policies, and procedures.
• Coordinate Safety Training for resort staff.
• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; make additional calls 1-2 weeks in advance of arrival as needed.
• Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
• Speaks to guests co-workers using clear, appropriate, and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public…