Serves as a supporting role to the Guest Services and Housekeeping team. Will partner with department and/or site leadership in the leadership, planning, organization and direction of the Guest Services and Housekeeping department to ensure the most efficient and effective manner possible, while maintaining the Company’s expected high quality standards. Will oversee daily operations of the Guest Services and Housekeeping departments. Provide supervision and direction of Guest Services Associates, Houseman and Housekeepers. Assist in front and back of house operations, maintaining room inventory at the highest levels of accuracy and efficiency. Promote highest level of guest and owner satisfaction, loyalty and successful resolution through housekeeping and customer service excellence.

Essential Job Functions

Responsibilities include, but are not limited to:

1. Responsible for overseeing the daily operation of the Housekeeping/Laundry and Guest Services: Assist site and department leadership in overall unit and guest service operations, ensuring all are within standards as outlined in our Internal, Quality Assurance and Loss Prevention Audit Program. Effectively supervises the housekeeping process, reporting issues where found, to ensure guest and owner satisfaction. Ensure daily check list duties and tasks are fully completed, analyzing reports as required (40% time)

2. Maintain positive customer and associate relationships: Foster a positive and engaging work environment based on Count on Me! Service. Demonstrate an ability to motivate and communicate expectations with humility and respect. Support leadership in an effort to ensure proper staffing and scheduling for maximum productivity. Interact with owners, guests, associates, answering questions and resolving satisfaction opportunities and train other associates to do the same. (40% time)

3. Collaborate with department leadership and provide financial administrative support to the department: Provide input with department and site leadership regarding financial and operational aspects. Assist with management of monthly budgets, P&L reports, purchasing and inventory control. Assist in controlling costs to achieve maximum profitability. (15% time)

4. Performs other duties as needed (5% time)

Minimum Requirements and Qualifications

a) Education

· High school diploma or equivalent required

· 2 years post high school education or equivalent experience preferred

b) Training requirements

· Valid Driver’s License

· CPR certification preferred (or willingness to obtain)

c) Knowledge and skills

· Basic understanding of resort financials

· Demonstrated leadership skills with ability to coach, mentor and train staff

· Excellent eye for detail/cleanliness

· Demonstrated ability to work under pressure

· Demonstrate analytical ability to grasp numbers and understand their impact

· Demonstrate understanding and application of management approaches for work direction, motivation, performance management and disciplinary action

· Demonstrate highest level of customer service to current and prospective owners in order to maintain a positive brand image and company reputation

· Ability to keep sensitive information confidential

· Professional appearance and excellent communication skills when dealing with guests, owners, vendors, contractors and corporate personnel

· Ability to accurately follow instructions, both verbally and written

d) Technical Skills

· Working knowledge of various computer software programs

· PC skills

· Microsoft Office – Word, Excel, Outlook

· Key Systems – Saflock

· Working knowledge of property management systems and Company reporting

e) Job experience

· One or more years hotel, timeshare or hospitality customer service experience preferred

· One or more years related housekeeping experience preferred

· Supervisory experience preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.