Dir-Guest Experience

• 2-year degree from an accredited university in Health
Education, Physical Education, Hotel and Restaurant Management, or related
major; no work experience required.

CORE WORK ACTIVITIES

Developing and managing resort activity
programs (e.g., coordinates activities, purchases equipment and supplies
etc.).

• Develops and coordinates all Resort Events such
as guest barbeques, wine tasting, farmer markets, Easter egg hunts, bowling
tournaments – to include both kids and adult activities

• Finds
and serves as liaison with vendors to support events

• Develops
and manages all group activities (e.g., cowboy poetry, Wii bowling tournaments,
and team building events)

• Attends to and prioritizes the needs
of events happening at the Resort (which may involve simultaneous
activities).

Managing pools, health club and kid’s club,
including overall maintenance, daily upkeep and cleanliness.

•
Conducts inspections and ensuring that the property is getting fixed
and maintained. Coordinating the fixes with vendor or own
housekeeping/engineering to get fixed

• Ensures inspection logs are kept
up to date

• Builds and manages relationship with appropriate vendors
responsible for providing any service to a Resort Operations function.

Making management decisions and providing departmental
guidance for all Resort operations related activities.

• Reviews
financial statements, sales and activity reports, and other performance data
to measure productivity and goal achievement and to determine areas needing cost
reduction and program improvement

• Understands employee satisfaction
and guest satisfaction results and develops game plans to attack need areas
and expand on the strengths

• Utilizes budgets to understand financial
objectives balancing costs with employee/guests satisfaction and quality

• Ensures effective departmental communication and information systems
through logs, department meetings and property meetings

• Ensures
that goals are being translated to the team as they relate to guest tracking
and productivity.

Modeling customer service behavior
to guests and employees.

• Provides excellent customer service
by being readily available/approachable for all guests

• Takes proactive
approaches when dealing with guest concerns

• Extends professionalism
and courtesy to guests at all times

• Leads by example demonstrating
self-confidence, energy and enthusiasm

• Responds timely to customer
service department request

• Motivates and encourages staff to solve
guest and employee related concerns

• Assists employees in understanding
guests’ ever-changing needs and expectations, and exceeds them.

Reinforcing appropriate culture to provide service to guests.

• Ensures that all employees, team leaders (if applicable)
and manager(s) understand the brand service culture

• Creates
and nurtures a property environment that emphasizes motivation, empowerment,
teamwork, continuous improvement and a passion for providing service.

Conducting administrative activities to ensure employees
are treated in a fair and equitable manner for Recreation, Kid’s Club,
and Poolside Restaurant, , and other appropriate Resort
Operations related teams.

• Organizes and conducts weekly
meetings with Resort Operations managers and staff

• Coordinates,
or provides support for coordinating, all training activities for employees
in all departments

• Conducts performance reviews in a timely fashion

• Rewards team as behaviors are demonstrated

• Promotes both Guarantee
of Fair Treatment and Open Door policies

• Takes proactive approaches
when dealing with employee concerns

• Extends professionalism
and courtesy to employees at all times

• Ensures that staffing levels
are appropriate to exceed guest expectations and all team members meet or exceed
hospitality requirements

• Ensure that the team has the capabilities
to meet expectations

• Interviews and assist in making hiring
decisions

• Meets semiannually with staff on a one-to-one basis
with managers/supervisor

• Ensures barriers to achieving goals are
being discussed and resolved by the team

• Communicates/updates all goals
and results with employees

• Ensures administrative activities such
as review of information for payroll are completed in a timely manner.