Assistant Manager Guest Engagement- Activities

The Assistant Manager of Guest Engagement position will be responsible for bringing the brand promise to life in resort recreational and entertainment departments. The role serves as guest advocate and advisor to the Head of Guest Engagement and leads the daily operations of assigned work teams in the food & beverage, activities and recreation. 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

Weekly PayGrowth Opportunities401KComprehensive Benefits – Health, Dental and Vision Plans. EAP – Employee Assistance ProgramPTO - Paid Time OffHotel discounts through IHG, FREE Vacations through our Club Go Program, including additional discounted employee benefits through our company Perks website. Tuition Reimbursement & Continuing Education CoursesOutstanding Company Culture

ESSENTIAL DUTIES AND TASKS

Hiring, training, coaching and scheduling of assigned team members. Development of PDPs, evaluation and active coaching to develop Brand hearted guest engagement delivery staff. Demonstrate a culture of learning and mentorship for continual performance developmentAnalyze and recommend adjustments to staffing, performance targets and resources to achieve results. Assist with managing department engagement plans, talent review and succession planningDemonstrate Brand hearted 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 fulfilledPromote 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 successAssist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others, etc. Assist to implement and maintain consistent delivery of guest engagement brand standards and ways of working that create fun and immersive experiences for the entire familyExecute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members and resort assets in compliance with owner’s policies and procedures, and regulatory requirementsMaintain partnership and compliance with third party vendors for contracts, performance standards and inspectionsAssist in the development of departmental budgets and allocation of resources to meet financial goalsOperate departments successfully within budgetary guidelinesCreating and facilitating entertainment and/or programming

QUALIFICATIONS

Demonstrated ability to anticipate, prevent and solve complex problems, and deliver results in a fast-paced setting Demonstrated professional verbal and written communication and presentation skillsNovice level mastery of Microsoft Office productsResponsible for developing, planning, and executing all on and off property premium resort offerings as well as complimentary offerings

EDUCATION and/or EXPERIENCE

High School Diploma or GED equivalent required. Four-year college degree preferred2 years customer facing service/hospitality

CERTIFICATES, LICENSES, REGISTRATIONS

Any certification a plus

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.

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