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Company Name : Cypress Cove Nudist Resort
Location : Kissimmee, FL 34746
Position : Assistant General Manager (AGM)
Job Description : Cypress Cove Nudist Resort is currently seeking an experienced, hands-on, Assistant General Manager to join our team. The Assistant General Manager is responsible for the Rooms Division, and will lead hotel operations including housekeeping and front desk in a manner that meets or exceeds company standards for guest service and satisfaction, team member morale, business needs/demands, product quality, and quality assurance. The Assistant General Manager must also ensure the quality of service in all guest and team interactions in order to provide the highest level of guest satisfaction and guest retention. This leader will further ensure that the highest level of room cleanliness & service is consistently delivered in order to provide the best possible guest experience for all hotel guests. This position will emulate a positive, upbeat, and heartfelt demeanor in order to deliver memorable and rewarding experiences. This position requires a record of demonstrated experience(s) in a Resort or Hotel environment.This position ensures the confidentiality, security and accuracy of guests and team members records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.ESSENTIAL DUTIES & REQUIREMENTSSupervise the hotel operations teams in onboarding, training, and assigning daily tasks.Provide an environment where motivated people want to join, learn, do their best, and advance.Understand any issues with each team member to provide coaching, retraining and communication of job expectations.Build strong relationships, and coordinate, with all other departments.Retain a diverse team of well-trained team members by modeling the way, empowering, sharing what you know, as well as coaching and counseling, throughout the employment lifecycle.Establish a high level of trust and mutual respect with team members to reduce turnover and build engagement and encourage growth and advancement.Communicate effectively and constantly while building team member skill sets, knowledge, and abilities.Be visible and available to all team members while maintaining an open-door policy.Ensure a positive environment with team members through the use of recognition and reward programs.Support, involve, and encourage meetings and events to encourage team member engagement.Assist with the issuance and room assignments to housekeeping team members, reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.Assist in the training of team members and direct the work flow and processes of the Front Desk.Ensure team members have knowledge of hotel property, local attractions, and hours and operations of hotel outlets and services.Assist in ensuring and compliance with accident/loss prevention programs, standard operating procedures, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.Assist in the Maintenance and supervision compliance and understanding of current SOPs – Assist in the creation of individual/ team goals ensuring that productivity meets guest and company expectations.In coordination with Department Managers and Human Resources, perform disciplinary actions and performance evaluations based on monitoring of guidelines set forth by policy and procedure.Assist in the creation of weekly schedules based on business needs and team member requests managing and monitoring attendance records in Paycom and attendance tracking system.Assist with the response to guest requests, concerns, and problems to ensure guest satisfaction.Investigate, report and record complaints, comments, and inappropriate or suspicious behavior by team members or guests.Serve as a point of contact for escalated guest concerns and create solutions to problems.Resolve all issues forwarded to the rooms division departmentMaintain a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations including OSHA.Assist in the supervision and compliance with all legal regulations.Maintain and update all MSDS related materials to remain in compliance.Attend annual Bio-Hazzard training. Supervise compliance within department.Review daily billing of individual guests accounts.Review night audit daily paper work.Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.Work with the hotels property management system and reservation system to maximize revenue.Attend all necessary meetings which request your presence for all hotel operations requirements.Conduct random inspections of rooms to ensure they meet or exceed all standards of cleanliness.Assist in the oversight of all rooms division inventory counts and order supplies as necessary to maintain all rooms inventory.Maintain end of day paperwork and reports and submit to management as needed.Coordinate and arrange monthly/daily staff pre-shift meetings as necessary for hotel operations as well as attending weekly management meetings to communicate information to all staff members.Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating procedures.Answers inquiries pertaining to hotel policies and services.Ensures departmental hiring practices comply with all state and federal requirements.Supervises work activities of Rooms staff.Provides training, including safety training and standard operating procedures to all housekeeping personnel as directed by management.Addresses guest complaints regarding housekeeping service or equipment.Assists Department Managers in the selection of personnel.Assists management staff of hotel in assuring staff is practicing efficient and effective procedures.Monitors linen and guest supply inventory.Reports any maintenance repairs to maintenance staff; records repair information in maintenance log.Completes follow-up on vacant or occupied rooms.Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc.Inspect storage areas for organization, use of FIFO, and cleanliness.Perform other duties as assigned.QUALIFICATIONS/REQUIREMENTSQualified candidates must have a minimum of three (3) years of hotel and/or hospitality experience required and two (2) years prior experience in supervisory/management.Additionally, qualified candidates will have three (3) years of experience resolving guest and team complaints and issues.One year experience coaching and delivering coaching to team members is preferred.Candidate must be available to work all shifts and all days including weekends, overnights and holidays.Requires good math skills, money handling skills, and excellent communication skills.Thriving in a fast-paced and stressful environment as well as balancing multiple priorities and deadlines with frequent interruptions is a must.Strong attention to detail, the ability to communicate effectively, and ability to lead are all a must.Need to have the ability to solve problems and find solutions under pressure.EDUCATION and/or EXPERIENCEAA/AS- 2 year degree (industry experience may be considered in lieu of formal education requirements)SKILLS AND ABILITIESComputer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems.Excellent communication, presentation and listening skills.Ability to read and interpret business records and statistical reports.Ability to use mathematical skills to interpret financial information and prepare budgets.Ability to analyze and interpret policies established by administrators.Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion.Complete scheduled inventories and stock and requisition necessary supplies.. Complete work orders for maintenance repairs.Within Guest Services and Rooms operations Inspect public areas, restrooms, fitness center, pool area, offices and service areas after being cleaned by Housekeeper to ensure quality standards are met.Arrange turndown for VIPs/any package inclusive rates, etc.Communicate additions or changes to the assignment sheets to staff (e. g., Housekeeping) as they arise throughout the shift.Process guest check-ins and promote room up-sales.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 75+ poundHandles and provides resolution to guest complaints and employee issuesAssigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise policies and established operating proceduresAnswers inquiries pertaining to hotel policies and servicesEnsures property hiring practices comply with all state and federal requirementsSupervises work activities of housekeeping staffProvides training, including safety training and standard operating procedures to all housekeeping personnel as directed by managementAddresses guest complaints regarding housekeeping service or equipmentAssists General Manager/Director of Rooms in the selection of housekeeping/front office personnelAssists management staff of hotel in assuring housekeeping staff is practicing efficient and effective proceduresMonitors linen and guest supply inventoryReports any maintenance repairs to maintenance staff; records repair information in maintenance logCompletes follow-up on vacant or occupied roomsCOMPETENCYTo perform the job successfully, an individual should demonstrate the following competencies:Problem Solving Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topicsCustomer Service Responds promptly to customer need; Responds to requests for service and assistance; Responds to requests for service and assistance Interpersonal Maintains confidentialityOral Communication Responds well to questions; Demonstrates group presentation skillsTeam Work Contributes to building a positive team spiritWritten Communication Writes clearly and informatively; Able to read and interpret written information.Delegation Delegates work assignments; Provides recognition for resultsManaging People Makes self available to staff; Provides regular performance feedback; Develops subordinates skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services; Continually works to improve supervisory skillsQuality Management Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughnessBusiness Acumen Understands business implications of decisions; Demonstrates knowledge of market and competitionDiversity Shows respect and sensitivity for cultural differences; Promotes a harassment free environmentOrganizational Support Follows policies and procedures including but not limited to dress code policiesAdaptability Adapts to changes in work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected eventsAttendance/Punctuality Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on timeDependability Commits to long hours of work when necessary to reach goalsInitiative Asks for and offers help when neededInnovation Generates suggestions for improving work; Develops innovative approaches and ideasPlanning/Organizing Prioritizes and plans work activitiesProfessionalism Treats others with respect and consideration regardless of their status or positionQuality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote qualityQuantity Strives to increase productivitySafety & Security Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properlyAbout Cypress Cove Nudist Resort: Family owned and operated since 1964, Cypress Cove is the favorite destination of nudists & naturists around the world. Our nearly 300-acre facility includes a 50-acre lake, 130 acres of protected wetlands, 20 acres of recreation and even a residential community. Accommodations include 84 villa hotel rooms and apartments, and a modern campground / RV park.Job Type: Full-timePay: $60,000.00 – $70,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceFlexible spending accountHealth insuranceLife insurancePaid time offRetirement planVision insuranceSchedule:Day shiftHolidaysNight shiftOn callOvertimeWeekend availabilitySupplemental Pay:Bonus payEducation:High school or equivalent (Required)Experience:hospitality industry: 3 years (Required)rooms division management: 3 years (Required)Work Location: One location
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