Property Operations Manager

Duties (NOT ALL INCLUSIVE):

LEADERSHIP 

• Create effective structures, processes, people and performance management systems. 
• Set goals and objectives for direct reports, in partnership with Property Leadership and RED business goals to align performance expectations and accountability. 
• Sets a cadence of regular and consistent communication and 1:1s, with a focus on encouragement, accountability, and RED mindset. 
• Support tools, training, and learning and development (L&D) resources to educate and develop sales teams. 
• Activate regular competitions/incentives for sales for the beach, marine and property teams. 
• Provides day-to-day leadership and oversight to the operations Team with a focus on building a long-term, RED-culture and value-based relationship with customers and internal stakeholders which enables achievement and execution of all sales objectives.  
• Provide hands on leadership support to our beach operations and lobby-based teams, training each employee to provide 5-star service in line with the Hotel’s goals and standards.
• Transfers functional knowledge and sales skills to developing Tours and Activities agents, and assistant manager.
• Daily Observation of service, organization, and communication behaviors of direct reports and provides regular and actionable feedback. 
• Challenge and motivate staff to achieve sales, provide superior guest service andpromote RED. 
• Be an expert at problem solving.

 
STAFF DEVELOPMENT 

• Hands on support for incoming concierge orientation and onboarding process. 
• Transform the culture to a proactive sales team with a first-class guest focus including fast response time and an over and above attitude.
• Empower and activate the Tours and Activities team to be independent workers with a drive for success and personal growth.
• Focus on beach operations and team training and accountability for sailing lessons and equipment usage, ensuring that all required training has been completed, documented, and communicated.   
• Ensure all development programs are in line with the Company’s core values and vision. 

 
OPERATIONS 

• Oversee the daily operations of all RED operations on the property including but not limited to beach operations, Watersports, retails store and tours and activities stations.
• Lead the coordination of all employees and initiatives for the RED property team with the Director of Hotel Operations.
• Collaborate with the hotel property operators to engage in relationship building and service execution. Relationship building with the Sand and Sea team is integral.
• Attend daily stand up meetings and group resume meetings as required
• Develop a culture of inclusiveness, communication and respect amongst the team  
• Manage and develop all third party vendor relationships 
• Develop the Tours and Activities team to focus on driving revenue and closing every enquiry.
• Provide hands-on, on-site support to the team. This is an active role with a constant presence in all our areas of operations including, but not limited to the Dock, beach hut 1, beach hut 2 and both lobby desks.
• Cover the Tours and Activities desk, executing sales and booking excursions in the absence of sales agents on an as needed basis
• Oversee the training and development of all beach associates with a focus on sailing skills, guest interactions and policy and procedures.
• Observe, modify and implement new policies and procedures to continuously challenge the status quo and refine the business model by offering better value and service to our customers. 
• Incorporate guest satisfaction as a crucial component of daily stand-up meetings, with a focus on associate recognition, accountability, and continuous improvement of the guest experience.  
• Maintain successful performance by increasing revenue and controlling expenses in your assigned areas.
• Accountable for the successful establishment and maintenance of all outside concierges, vendor and third-party relationships. 

 
FINANCE AND ACCOUNTING 

• Ensure monthly billing accuracy and deliver monthly reconciliation/audit of all financial statements
• Monitor and control all schedules to ensure full coverage and remove overtime in line with our business needs.
• Ensure the correct voucher system is in place and unpaid reports are kept up to date and all inventories are completed as needed.

 
HUMAN RESOURCES 

• Accountable for all human resources activities, including recruiting, hiring and onboarding processes, progressive discipline policies, for your department while working closely with Director of Hotel Operations.  

 
SALES & MARKETING 

• Recommend and implement sales and booking goals for tours and activities direct reports. 
• Work with the Director of Hotel Operations and revenue team, implement, and adapt a proactive sales and marketing plan that addresses revenue, market conditions, and customers. 
• Follow up on guest recovery scenarios to the appropriate teams on property, ensuring the successful execution of any necessary resolution  
• Offer operational support to the DMC team as needed
• Establish, maintain and grow local relationships with third party vendors across experiences, off-site concierge, restaurants and transportation agencies.

Minimum Qualifications:       

• Key contributor in working across disciplines in matrixed organizations. – Guest relations, Beach Operations, Concierge sales.
• Highly organized, productive leader who can problem solve while being proactive in anticipation of guest’s needs
• Highly proficient in Microsoft Word, Outlook, Excel and PowerPoint
• Effectively trained in the art of conversation, adhering to luxury brand standards with an
  integral focus on beach operations.
• Embody a positive mindset and adopt a lead by example attitude
• Ability to be an enthusiastic self-starter with strong organizational skills
• Exemplary communicator, understanding email and phone responses will be needed outside of traditional work hours at a luxury level

 

Knowledge, Skills, and Abilities:

• Must be able to walk on various types of surfaces including rough terrain, sitting, standing, maintaining balance, climbing stairs, ladders, and inclines, working alone and in remote areas.
• Must be able to work various work settings such as exposure to sunlight, and outside temperature extremes.  
• Must be able to lift at least 50lbs. 
• Knowledge of the principles of basic report preparation.
• Knowledge of the principles and procedures of reliable data collection and recordkeeping.
• Ability to establish and maintain effective working relationships with all persons contacted during the work.
• Ability to operate assigned equipment, read and interpret documents. 
• Must be able to operate with little or no supervision.  
• Must be willing to work holidays, nights, and weekends.