The Cove Hotel Manager

The Hotel Manager (Cove & Reef) plans, directs, or coordinates activities of the Front Office to ensure maximum efficiency while providing superior customer service and accommodations. Acts as lead person in the absence of the Front Office Manager. Assists in the proper functioning of the department

Main Duties and Responsibilities:

• Drives the Guest experience to ensure that the company and divisional goals of 90% or better are met.
• Drives the mission, vision, and values of Atlantis within the operation.
• Creates department goals for all Cove Coordinators.
• Assists General Manager, Execs, VP of Operations, and Director of Rooms in introducing and meeting with guests.
• Monitors reception area to manage efficiency and ensure that there is 'never a line.'
• Answers inquiries pertaining to hotel policies and services.
• Attends Pre-Con Meetings to prepare operation for groups and trip directors.
• Meets with group leaders and meeting planners to ensure all group requests are expedited in a timely manner.
• Confers and cooperates with other managers in order to ensure coordination of hotel activities.
• Leads response to all hotel emergencies including weather and medical emergencies.
• Addresses personally, all major guest alleged thefts, losses, and fatalities, and work directly with respective departments.
• Leads hotel response on all guest claims.
• Liaises with Senior Management and Security on all matters of concern.
• Responds, assists, and escorts guests in cases of emergency, accidents, hospitalization etc.
• Responds to calls from RCC to expedite guest requests or address concerns.
• Assists in maintaining the repeat guests' program and maintenance of guest history.
• Be available during oversold periods.
• Represents the resort brand, its owners, shareholders, management, and employees in an excellent manner.
• Assists in the hiring, promotion, and termination of Front Office staff.
• Conducts daily briefing meetings for all teams.
• Observes and monitors staff performance in order to ensure efficient operations and adherence to company's policies and procedures.
• Supports the recognition program of Front Office by recognizing staff and making recommendations of staff for nominations.
• Counsels, guides, and instructs assigned personnel in the proper performance of their duties.
• Assists in the training and development of Front Office staff as required by management.
• Conducts (bi-annual) performance evaluation for Front Office staff.
• Attends morning briefing meetings.
• Reviews forecasts and be aware of all functions and activities during shift.
• Maintains a list of all Managers on duty in all key guest response areas.
• Maintains accurate electronic logbook entries to document any hotel challenges, guest issues or concerns and action taken.
• Inspects all grounds, facilities, and equipment routinely to determine the necessity of repairs or maintenance.
• Ensures that adequate signs are placed at all functions and removed at the end of the function.
• Examines AED machines and First Aid kits daily to ensure that all items are in place in the event of an emergency.
• Ensures that the highest standards of service and cleanliness are adhered to by staff around the property.
• Knows procedures for common guest requests, such as:
• US Immigration Laws
• Lost & Found Issues
• Guest Hospitalization or similar emergencies
• Ensures proper shift turnover & briefing is conducted.
• Collects payments, and records data pertaining to funds and expenditures.
• Reports any issues that can have legal implications to Senior Management immediately.
• Performs other reasonable duties that may be requested from time to time by management.
• The Company operates a twenty-four (24) hour business. Therefore, you may be rostered to work shifts, which may change from time to time.

• College degree in Hospitality Management, Business Management, or related field.
• Minimum 2 years management experience in a customer service-related field, preferably the hospitality industry.
• Proficiencies in the following computer applications:
  • Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, and Lodging Management System (LMS)
• AED and CPR certified.
• Proven ability to plan, organize and execute requests.
• Strong leadership skills.
• Outstanding verbal and written communication skills.
• Ability to work in a self-motivated environment with little supervision.
• Ability to manage the administration of multiple tasks at one time.