Front Office Asst Director

ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

General Summary Of Duties:

Assist the Director Front Office Ops with day-to-day management of the Westgate Las Vegas Resort & Casino and its staff and accountability for financial planning, execute, organize and directing Front Desk, VIP, butlers, Valet, Transportation, PBX and Bells. Must strike a balance between customer satisfaction and effective business management, ensuring financial viability, and facilitate smooth-running customer service, while ensuring staff work together as team members. Train as needed to improve standards within departments.

Role and Responsibilities: (Includes but is not limited to the following)

1.        Assist to ensure compliance with licensing laws, health and safety and other statutory regulations.

2.        Assist to ensure compliance with company standards for personnel administration and performance, service to patrons, and budget.

3.       Assist with delegating and assigns responsibility to all team members; supervises work activities of hotel team.

4.       Assist with interviewing, hiring, and training hotel team; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

5.        Assist to ensure staff/managers receive proper training for each position.

6.        Assist with monitoring cost controls on a regular basis.

7.        Answer patrons' complaints and resolves problems to maintain guest satisfaction.

8.        Assist with monitoring and reply to all social media comments/questions and work with appropriate team members to respond.

9.        Communicate daily with Executive Director about comments/concerns received in all areas of responsibility.

10.     Adhere to Westgate Las Vegas Resort & Casino procedures and regulations.  Assist in writing and training of department Standard Operation Procedures (SOP)

11.     Assist to ensure team members paperwork, work schedules and payroll are completed and submitted in a timely manner.

12.     Assist and manage daily schedules to ensure proper staffing levels are met to coincide with city standard wait times at the Front Desk, Bell Desk, PBX, VIP, butlers, Valet and Transportation.

13.     Assist with auditing of daily reports and processes any monthly paperwork if needed.

14.     Assist with ordering supplies and equipment as needed and in accordance with Westgate Las Vegas Resort & Casino procedures.  Logging and keeping within budget for supplies for each department.

15.     Maintain appearance standards as outlined in departmental and Westgate Las Vegas Resort & Casino policies.

16.     Provide courteous service to our guests and be cordial to all associates.

17.     Assist and create programs to celebrate successes with associates.

18.     Maintain a good attendance record.

19.     Assist to create customer services standards and training for departments and enforces these standards with department managers.

20.     Assist Director to create financial goals and departmental operating budgets, monthly review of budgets.

21.     Ensure that third party vendors are held to contractual obligations.

22.     Manage data in property management system for efficiencies.

23.     Ensure projects and duties are completed on time with proper communication.

May be assigned other duties as directed by management.

Experience  Requirements

Must have at least 5 years of management (department head level) Experience in the areas of Front Desk, Bell Desk and Valet parking.  Must have a verifiable track record of successful business efficiencies and guest service record.
Education Requirements

Minimum High School education and college degree preferred.