Manager On Duty - 3rd Shift

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team.

As the Manager on Duty, you are responsible for the overall financial, service, and process results.  You and your team will provide our guests with everything they need to create that perfect vacation. This leader will act to ensure associate engagement, guest satisfaction, and financial performance to meet or exceed the Westgate Resorts vision. This leader will work closely with other department heads to assist in making the property successful. 

Responsibilities:

• Leadership and Operations Expertise: in-depth knowledge spans all facets of Hotel Operations within front-facing departments. You bring a wealth of experience and understanding to the role.
• Reporting and Compliance: you are responsible for generating detailed reports as requested by senior leadership, contributing valuable insights to decision-making processes.
• Service Standards and Training: familiarity with Forbes rating standards and associate training techniques sets the bar for exceptional service. You actively provide training to elevate team members' skills and service standards, ensuring a memorable guest experience.
• Managerial Duties and Guest Relations: responsible for assuming the role of Manager on Duty in the absence of senior leadership, overseeing the entire resort operations. With a discerning eye, you will regularly examine department activities to ensure compliance with management plans and policies.
• Supervision and Team Leadership: supervise multiple Supervisors and Team Members across the Front Office, Guest Services, and Security departments. Your responsibilities encompass recruitment, training, performance evaluation, and addressing team concerns and issues.
• Operational Oversight: your role involves auditing Front Desk work and tasks, verifying room rates, performing nightly bucket checks, and managing guest check-ins and check-outs. You diligently check and correct Front Desk transactions.
• Night Audit and Handover: complete a comprehensive Night Audit task sheet and ensure a seamless transition from the PM Shift.
• Flexibility and Multitasking: Adapting and maintaining a flexible schedule, working AM and PM shifts. Your ability to lead, coach, mentor, and empower a large team is central to the department's success.
• Event Coordination and Vendor Relations: experience coordinating and scheduling events, including large-scale conferences and protocols for numerous guests, is a crucial aspect of your role. Established solid and enduring relationships with vendors and partners, contributing to monthly sales achievements.
• Resource Management and De-escalation: skillfully manage a significant golf cart fleet while handling sales and daily operations. Also, the ability to de-escalate guest and team member concerns and provide exceptional customer service is paramount.
• Managerial Expertise and Compliance: managerial experience extends to handling internal HRIS and legal employee matters. You are proficient in all reservations and service order platforms and have a deep understanding of departmental financials and reports.
• Budgeting and Communication: experience in building budgets, forecasting, and justifying expenses, all while adhering to Westgate policy and procedure standards. Also, adept at fostering open and effective communication between departments, ensuring the security and maintenance of company assets.
• Reliability and Commitment: reliability and unwavering commitment to the department's best interests are evident through your outstanding attendance and dedication.
• Adaptability and Core Values: the ability to adapt to change quickly, follow instructions, and embody the company's core values and mission statement exemplifies your commitment to success.
• Conflict Resolution and Continuous Improvement: transform negative situations into valuable training and learning opportunities, enhancing the overall quality of the department.

This individual must possess and adhere to the following core values:

• Integrity – Doing the right thing when no one is looking.
• Passion – Creating a positive impact.
• Work Ethic – Taking pride in your work.

• Associate degree (A. A.) or equivalent from a two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. 
• 2+ years of supervisory experience preferably in hospitality but not required.
• Must be able to work weekends and holidays
• Must be flexible with schedule hours and/or days off
• Valid state driver’s license
• Excellent customer service skills
• Strong written and verbal communications skills with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.