Resort Services Assistant Manager

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Position Overview

The Assistant Manager, Resort Services will help support the seamless operation of our contact center, ensuring all guest interactions result in a world-class, luxury hotel experience. This position is primarily responsible for supervising, training, and supporting Members during their day-to-day tasks, providing guest support in escalated situations, as well as assisting the leadership team with managing the daily operation of the contact center as needed.

Essential Duties And Responsibilities

• Lead, evaluate, and coach Members to create world-class guest experiences with every interaction
• Execute department initiatives, monitor and manage KPIs and workflow effectiveness; ensure Members have adequate guidance and resources
• Assist with recruitment and interview processes for new Members
• Train and develop direct reports and Resort Services Members, providing clear feedback and expectations
• Maintain adherence to department operating procedures, company policies, and sequence of service standards
• Maintain knowledge of room types, current service offerings, promotions, in-house activities or events, and product inventory levels
• Promote open communication through daily briefings, one-on-one sessions, and training sessions
• Provide regular performance feedback and recognize positive performance
• Maintain records of evaluations, disciplinary actions, special accommodations, schedules, and time-off requests
• Analyze guest feedback and promote a culture of continuous improvement
• Foster a cooperative, inclusive working environment to maximize productivity and Member morale
• Demonstrate Fontainebleau's core values in interactions with Members and guests
• Take ownership of guest requests and coordinate with applicable departments for prompt, courteous resolutions
• Handle guest escalations to ensure timely resolution of issues
• Undertake special projects as assigned
• Temporary or permanent duties may be added or modified as necessary

Qualifications

Supervisory Responsibilities

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

Diversity Commitment

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We strive for a workforce that reflects the diversity of the communities we serve and actively promote inclusive behaviors across our Company.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

Language Skills

Ability to read and interpret English-language documents; ability to read and communicate verbally in English. Written English skills may be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions; handle problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The role may require standing, repetitive hand / finger use, reaching, talking, and hearing; specific vision requirements apply. The role may require lifting up to 50 pounds on occasion.

WORK ENVIRONMENT

The work environment is typically moderate in noise level. Reasonable accommodations may be made for performance of essential functions. The employee may be exposed to secondhand tobacco smoke in some areas.

PAY TRANSPARENCY

Fontainebleau Las Vegas provides market-competitive compensation. Salary will be commensurate with experience and skill set, considering qualifications, internal equity, and market data. The company aims to communicate openly about compensation and career development opportunities.

Salary

$55,000.00 per year - $61,000.00 per year

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