Manager Of Guest Engagement/Activities

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We're committed to growing our people, memberships, resorts and guest love. That's why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we're looking for you.

The Manager of Guest Engagement is responsible for bringing the brand promise to life in all of the resort recreational amenities and outlets by executing high level strategies and setting some of the priorities for functions under remit at small, stable resorts, typically less than 200 units without sales centers. The role serves as guest advocate and key advisor to the General Manager and is accountable for operation of resort activities at the pool area. Success in this role is measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings.

Company Benefits:

• Bi-Weekly Pay
• Growth Opportunities
• 401(k) Retirement Plan
• Comprehensive Health, Dental & Vision Insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Discounts through IHG + exclusive employee Perks website
• Tuition Reimbursement & Continuing Education
• Outstanding Company Culture

Essential Duties and Tasks:

• Development of PDPs, evaluation and active coaching to develop Brandhearted guest facing amenity delivery staff. Demonstrate a culture of learning and mentorship for continual performance development.
• Analyze and recommend adjustments to staffing, performance targets and resources to achieve results. Manage department engagement plans, talent review and succession planning.
• Demonstrate leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure that special needs and requests of guests, VIPs, and repeat visitors are fulfilled.
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
• Execute predefined guest engagement strategies, standards and programs through daily management practices within activities and recreation, food & beverage, and retail operations to create fun and immersive experiences for the entire family.
• Lead teams in implementing, evaluating and improving programs and policies to maintain a safe and secure environment for guests, team members and resort assets in compliance with owner's policies and procedures, and regulatory requirements.
• Development of departmental budgets and allocation of resources to meet financial goals.
• Operate departments successfully within budgetary guidelines.

Education and/or Experience:

• High School Diploma or GED equivalent required.
• 3 years customer facing service/hospitality.
• 2 years of leadership experience.

Qualifications:

• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting.
• Demonstrated professional verbal and written communication and presentation skills.
• Proficient in Microsoft Suite.
• Must be at least 21 years of age with a valid driver's license, and minimum of 3 years of driving experience.

Certificates, Licenses, and Registrations:

• CPR certification preferred; may be obtained upon hire.

Qualifications:

• Demonstrated ability to anticipate, prevent and solve complex problems, and deliver consistently high-quality results in a fast paced setting
• Demonstrated professional verbal and written communication and presentation skills.
• Novice level mastery of Microsoft Office products.
• Must be at least 21 years of age with a valid driver's license, and minimum of 4 years of driving experience.

Physical Demands:

While performing the duties of this job the employee will be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, operate hand tools (may include operating industrial machinery), and motor vehicles. Must be able to lift between thirty to fifty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Work Schedule/Hours:

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of normal departmental operating hours.