Location: Saint Simons Island,GA, USA
As the Associate Director of Front Operations, you are responsible for the overall operations of Cottage Rentals. You are passionate about luxury operations, service excellence and optimizing daily operations that coincide with long-term service standards and goals. Your purview of the operations will include but are not limited to the Front Desk, Concierge, Owner Services & Relations, Housekeeping, Maintenance and assist in performing the duties of any front or back of house position to supplement or replace team members as business needs warrant. Your responsibility is to ensure friendly, attentive, and timely service is provided by all Cottage Rental team members to create an exceptional experience for all our guests and members and promote the Sea Island legacy of warm genuine hospitality. You will also uphold and ensure compliance with all company and departmental policies and procedures. You will report to and directly partner with the General Manager to enthusiastically drive exceptional guest service, effective team leadership, cleanliness, safety, and fiscal responsibility. You will continuously enhance the department, team member experience and guest offerings, to increase guest satisfaction as well as drive revenue and profitability.
You maintain high visibility and hands on management approach, with high levels of engagement with guests, members, owners, and team members. You craft, implement and monitor operating budgets, capital projects, forecasts of financial performance as well as monitoring and managing financial performance to meet business goals and objectives. You will develop and implement service standards and processes. You monitor guest surveys for reviews and GPRs and personally respond to any negative feedback. You maintain knowledge with P & L analysis, labor control and the budgeting process. You interact and provide in the moment constructive coaching and feedback to team members for development.
You foster an environment of creative solutions and ideas for improving service and efficiency and programs that will enhance the entire guest, member, owner, and team member experience. As a role model ensuring that the guest and owners stay top priority, you guide, coach, counsel, develop, and inspire direct reports in a way to promote teamwork, communication, and maximum productivity. As a team leader ensuring that the team member experience is extraordinary and you provide an environment that allows the team member to feel welcome, seen and as important as the guests and members that you serve. You assist in the recruitment, interviewing, training, and evaluation process in accordance with company policy and procedures.
You set the tone with your strong ethics and by consistently upholding and ensuring compliance with departmental procedures, including standards for quality, timing, attendance, and appearance. You follow and ensure all Sea Island safety protocols are consistently met. You maintain situational awareness of your surroundings, keeping an eye on all areas for tidiness and any general maintenance issues, ensuring that all are corrected or reported immediately. You maintain your knowledge of Sea Island's properties, services, and offerings, and share this information with guests, members, and team members. You are generous with your support and help resolve any service issues that arise in a timely and positive way, following up as needed. You are proactive in aiding when needed and are willing to help with other areas or duties as requested. You are a self-starter and take the initiative when opportunities present themselves. You are Sea Island.
Job Requirements
* Five years or more experience as a successful operations leader, preferred in a luxury hotel or resort environment
* Possess a valid Georgia driver's license, and maintain all Sea Island driver requirements
* Confident use of standard office equipment, Microsoft Office programs, and specialized resort related software
* Safety mindset and first aid/CPR certified, or willingness to become certified
* Physical strength and stamina to perform a Housekeeping and/or Maintenance supervisory role, maintain ongoing, prolonged physical activity throughout a scheduled day to include lifting 70+ pounds, working indoors and outdoors in varying weather, comfort with noise levels, electrical, chemical, and fume hazards with or without a reasonable accommodation. Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, stretch, bend, push, pull, and walk for prolonged periods
* Timeliness and flexibility - you agree to work a flexible schedule. We work at peak business hours, which for us includes weekends, early mornings, evenings, and holidays
* Excellent communication skills in English, both written and verbal