Overview Responsible for all hotel and membership operations. Provides leadership, direction and support to Front Office Operations, Rooms Operations, Bell Services, Housekeeping and Laundry areas. Additionally responsible for HOA services team and executing operations of membership program. Responsible for all staffing, training, guest service, safety and budgetary goals. Must demonstrate a caring communication style with an eye for critical detail and provide a high level of guest service and interaction with guests and staff. Responsibilities Guest Communication & Satisfaction: Responds to guest surveys and related communication in writing or by phone on an individual basis. Ensures guest satisfaction by proactively anticipating and resolving potential problems. Coordinates with other properties to ensure the best guest experience. Ensures team has crisp presentation and utilizes professional vernacular. Drive upselling efforts for revenue generation through upgrades, etc. Operations: Oversees that daily operating areas of the hotel. Provides visible leadership, ensures service levels are maintained, monitors occupancy and related activity, and interacts with guests to ensure their expectations are met. Establishes and ensures procedures are followed including cash handling, regular and special billing and posting, establishing rate codes with Revenue Management and monitoring credit limits and timely payment on accounts. Reviews/manages all rooms’ department daily payroll processes, reports and records, maintaining labor costs within forecasted budgetary guidelines. Implements and maintains consistent inventory of all supplies needed by staff and guests with in the operation. Manages the Return Guest and VIP services programs recommending changes and improvements as needed. Policies & Procedures: Develop and regularly maintain standard operating practices and processes. Ensures each leader within the hotel division has a clear understand of relevant policies and processes and has effectively communicated these to their subordinates. Financial: Develops, presents, and updates capital and operating budgets for areas of responsibility. Monitors and approves all routine purchases, monthly expense commitments and payroll trends within area of responsibility. Utilizes financial data to analyze activity and respond appropriately. Drives revenue generating activities with homeowners. Manages and creates home care service plan. Staff Supervision: Provides guidance and direction to staff members and mentorship to help develop. Provides feedback and training when necessary to improve overall guest interactions. Qualifications Significant specialized experience (6-10 years’ experience in same or related field). Bachelor’s degree or equivalent experience. Valid driver's license with a clean driving history CPR/AED certification required within 90 days of employmen