Property Operations Manager

Job Details

Job Location: Cruz Bay Watersports at The Westin Resort Frenchmans Reef - St. Thomas, VI

Salary Range: $60000.00 - $60000.00/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, retail 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.