The Cove Hotel Manager

Main Duties and Responsibilities:

• Drives the Guest experience to ensure that the company and divisional goals of 90% or better are met.
• Drives the mission, vision and values of Atlantis within the operation.
• Creates department goals for all Cove Coordinators.
• Assists General Manager, Execs, VP of Operations, and Director of Rooms in introducing and meeting with guests.
• Monitors reception area to manage efficiency and ensure that there is ‘never a line’.
• Answers inquiries pertaining to hotel policies and services.
• Attends Pre-Con Meetings to prepare operation for groups and trip directors.
• Meets with group leaders and meeting planners to ensure all group requests are expedited in a timely manner.
• Confers and cooperates with other managers in order to ensure coordination of hotel activities. 
• Leads response to all hotel emergencies including weather and medical emergencies.
• Addresses personally, all major guest alleged thefts, losses, and fatalities, and work directly with respective departments.
• Leads hotel response on all guest claims.
• Liaises with Senior Management and Security on all matters of concern.
• Responds, assists and escorts guests in cases of emergency, accidents, hospitalization etc. 
• Responds to calls from RCC to expedite guest requests or address concerns.
• Assists in maintaining the repeat guests’ program and maintenance of guest history.
• Be available during oversold periods.
• Represents the resort brand, its owners, shareholders, management and employees in an excellent manner.
• Assists in the hiring, promotion and termination of Front Office staff.
• Conducts daily briefing meetings all teams.
• Observes and monitors staff performance in order to ensure efficient operations and adherence to company’s policies and procedures.
• Supports the recognition program of Front Office by recognizing staff and making recommendations of staff for nominations.
• Counsels, guides and instructs assigned personnel in the proper performance of their duties.
• Assists in the training and development of Front Office staff as required by management.
• Conducts (bi-annual) performance evaluation for Front Office staff.
• Attends morning briefing meetings.
• Reviews forecasts and be aware of all functions and activities during shift.
• Maintains a list of all Managers on duty in all key guest response areas.
• Maintains accurate electronic logbook entries to document any hotel challenges, guest issues or concerns and action taken.
• Inspects all grounds, facilities and equipment routinely to determine the necessity of repairs or maintenance.
• Ensures that adequate signs are placed at all functions and removed at the end of the function.
• Examines AED machines and First Aid kits daily to ensure that all items are in place in the event of an emergency.
• Ensures that the highest standards of service and cleanliness are adhered to by staff around the property.
• Knows procedures for common guest requests, such as:
  • US Immigration Laws
  • Lost & Found Issues
  • Guest Hospitalization or similar emergencies.
• Ensures proper shift turnover & briefing is conducted.
• Collects payments, and records data pertaining to funds and expenditures.
• Reports any issues that can have legal implications to Senior Management immediately.
• Performs other reasonable duties that may be requested from time to time by management.
• The Company operates a twenty-four (24) hour business. Therefore, you may be rostered to work shifts, which may change from time to time.

Required Qualifications:

• College degree in Hospitality Management, Business Management or related field.
• Minimum 2 years management experience in a customer service-related field, preferably the hospitality industry.
• Proficiencies in the following computer applications:
  • Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint and Lodging Management System (LMS)
• AED and CPR certified.
• Proven ability to plan, organize and execute requests.
• Strong leadership skills.
• Outstanding verbal and written communication skills.
• Ability to work in a self-motivated environment with little supervision.
• Ability to manage the administration of multiple tasks at one time.