Resort Services Assistant Manager

About the role

The Assistant Manager, Resort Services will support the seamless operation of the hotel's contact center, focusing on delivering a world-class, luxury hotel experience through member interactions.

Responsibilities

• Leading, evaluating, and coaching members to create world-class guest experiences
• Executing department initiatives, monitoring KPIs, and ensuring adequate guidance and resources
• Assisting with recruitment and interview processes
• Training and developing direct reports and Resort Services members
• Maintaining department operating procedures, company policies, and service standards
• Maintaining knowledge of room types, service offerings, promotions, and inventory levels
• Promoting open communication and fostering a cooperative environment
• Ensuring performance feedback and recognizing positive performance
• Maintaining accurate records and handling guest escalations
• Assisting with guest feedback analysis and promoting continuous improvement
• Acting as a role model for the company's core values
• Managing temporary or permanent duties as assigned

Qualifications

• Minimum two (2) years of experience managing or supervising teams, preferably in reservations, group sales, resort services, or a high-volume contact center
• Hospitality degree preferred, or equivalent combination of education and experience
• Experience working in a large, luxury resort preferred
• Proven team leader with high energy and a track record of living the company's core values
• Polished communication skills, both verbal and written, with the ability to provide a luxury guest experience
• Strong organizational skills and attention to detail
• Proficiency in Windows and hospitality applications
• Able to work on-site with varying schedules, including overnight shifts
• Strong conflict resolution and customer de-escalation skills
• Confidentiality and passion for creating exceptional guest and employee experiences

Supervisory Responsibilities

This position supervises Resort Services Supervisors, Reservations Members, Guest Services Members, Digital Guest Services Members, and Leisure Reservation Members.

Diversity Commitment

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company.

Pay

Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.