ASSISTANT DIRECTOR OF CLUB ACCOMMODATIONS

The Assistant Director of Club Accommodations oversees the hotel's operations. Accountable and responsible for achieving total Guest Satisfaction while ensuring that the interpretation of the highest level of quality service standards is consistent for each reception staff member while maintaining a positive hotel budget and pursuance of profit.

This position plays a key role in the daily interaction and direction of all the staff members. All tasks and assignments encompassing this position are to be performed to achieve all Departmental/Hotel operational objectives at the highest level in support of the vision of the Rooms Division.

In accordance with Fisher Island Club's philosophy, all team members work together sharing a common goal of a successful and innovative club. Team members are to demonstrate integrity, fairness and honesty. These are our core values that we will live by in our daily interaction with all of our external and internal members, guests and customers.

Nature and Scope:

• The incumbent reports directly to the Vice President of Operations. The major thrust of the position is to create and maintain a professional Rooms Division operation and control expenses in the department

Duties and Responsibilities:

• Lead by example utilizing a "hands-on" approach to management.
• Facilitate an environment in which team members are comfortable utilizing the open-door policy
• Develop and maintain good communication and work relationships in all areas of the club
• Develops policies and procedures to enhance and measure quality; continually updates written policies and procedures to reflect state-of-the-art service.
• Recruits and makes selection decisions; evaluates job performance division team members and leaders; coaches, rewards and disciplines staff in a fair and legal manner
• Motivates, builds morale, and provides professional development opportunities for all hotel staff including cross-training
• Maintains physical presence during times of high business volume
• Communicate both verbally and in writing to provide clear direction to staff.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Acts as Manager On Duty (MOD)
• Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
• Ensure all guests are being treated in an efficient and courteous manner and that all Club standards are being applied
• Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied
• Work in conjunction with Accounting to maintain and minimize levels of account receivables.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
• Have a good understanding on Revenue Management and be able to manipulate rates in the room inventory to maximize profitability.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while; maintaining high levels of guest expectations
• Ensure all associates are adhering to Fisher Island Club grooming standards
• Provide consistent ongoing direction to staff members to ensure satisfaction of Departmental goal and Operational objectives.
• Ensure delivery of superior guest service through follow up and coordinate with all pertinent departments.
• Create and update annual budgets.
• Ensure that staff members adhere to grooming and uniform guidelines on a consistent basis.
• Encourage, motivate and monitor staff to consistently perform their duties in compliance with Guest Service standards.
• Work closely with all Rooms Division departments and all other relative departments to ensure operational efficiency.
• As required, handle all correspondence and pre-planning of group arrival. Creatively, efficiently and responsibly propose check in programs based upon nature of group.
• Responsible for monthly business analysis, market segments, P & L analysis and budget control.
• Review, establish and approve procedures for all pertinent functions in the Hotel.
• Work closely with department leadership to implement such programs for operational efficiency.
• Complete all other tasks as assigned.

Minimum Qualifications:

• 5-10 years of upscale hotel and resort experience.
• Previous Hotel Management Experience Necessary, including housekeeping and front desk (or rooms division).
• Must have a valid Driver's License.
• Must be able to work evenings, holidays, mornings, and night shifts

Knowledge, skills and abilities:

• Good computer skills to include spreadsheets, word processing and e-mail
• Ability to verbally communicate with others in order to coach and lead
• Strong interpersonal, managerial and leadership skills required
• Strong organizational and time management skills required
• Ability to manage change effectively
• Ability to conceptualize the mission
• Clear, concise written and verbal communication skills
• Experience making presentations in front of groups
• Track record promoting an atmosphere of teamwork
• Experience communicating, training, and managing multi-lingual staffs
• Instill a guest service "can-do" attitude in all employees
• Experience training and developing employees with limited experience
• Coach employees how to resolve and de-escalate conflicts in a calm and organized manner
• Strong customer service and reasoning skills
• Strong and creative problem solving skills with exceptional detail in follow-up
• Follow/enforce company policies and procedures
• Ability to quickly evaluate alternatives and decide on a plan of action
• Cash Handling Skills

Attributes

• Proactive, Team Player, Problem Solver
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers, guests, and members
• Pride in your work by creating positive energy, excitement and fun
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members

Working Conditions:

• Work is performed in an office environment
• Ability to a flexible schedule to include, but not limited, to nights, weekends, and holidays
• Ability to work in a fast-paced environment and have ability to meet deadlines