Destination Services Operations Manager

The Operations Manager is responsible for ensuring flawless execution of group events and programs through meticulous operational planning and coordination. This role oversees all aspects of program logistics, financial management, supplier and on-site delivery. The position requires strong organizational skills, exceptional attention to detail, and the ability to manage multiple stakeholders to deliver exceptional client experiences while maintaining budgetary and contractual compliance. 

• Oversee execution of event logistics for the in-house Destination Services Department, coordinating with hotel departments including Conference Services, Security, Recreation, and Outlets, and participating in the daily Operations meeting.
• Operations Function: Participate in planning visit as required
• Generate and maintain Program Financials, vendor invoicing and group billing.
• Supplier set up and invoicing. Including: W9, COI, VCOC and continued logistical communication.
• Develop on-site Staffing Plan and coordinate with Recreation Leaders for each event.
• Create and Maintain Program Production Packet and distribute to staff as required
• Attend Pre-Convention Meetings alongside DS Sales Manager
• Facilitate contracted transportation for group events.
• Maintain complete knowledge of all Destination Services offerings and be able to clearly articulate to guests.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Book/block all Destination Service activities in Fare Harbor.
• Create banquet event orders and diagrams for each event.
• Send 3-Day vendor confirmations to all activity vendors with updated numbers.
• Create Event Overviews for all programs: details of items, vendor contracts, quantities delivered, set/strike times, locations, dates, diagrams.
• Update estimates as program changes – with communication to DS Sales Managers.
• Confirm/verify all space necessary for each program.
• Maintain updated program agenda and staffing schedule base on needs.
• Relay all necessary information to staff to ensure successful event execution. (ie Banquets staff, Restaurant Coordinators, Purchasing, DS, CSM, CCS, Front Desk, Valet, Security, etc..
• Attend Resume meetings.
• Create and update activity SOPs.
• Have a clear understanding of BirchStreet, Salesforce, and POS System.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations and resolve guest complaints, ensuring guest satisfaction.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Additional Duties & Responsibilities:

• Flexibility with other aspects of the Destination Services team working with Sales Managers.
• Flexibility with other services not pertaining to guest services or groups, within the resort.
• Flexibility with work hours. Work schedule /hours will need to align with current program that is being facilitated.

• High school graduate.
• 2 years recreation, hospitality or special event experience.
• Fluency in English both verbal and non-verbal.
• Provide legible communication.
• Ability to:
  • Manage multiple programs simultaneously while maintaining organization and timelines.
  • Perform job functions with exceptional attention to detail, speed and accuracy.
  • Confidently prioritize in a fast-paced environment.
  • Be a clear thinker, remaining calm and resolving problems using good judgment.
  • Follow and provide clear, detailed directions to ensure tasks are completed accurately.
  • Anticipate guest’s service needs.
  • Work cohesively with co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent hotel data.

Compensation

Base Pay Start Rate: $70,304 - $80,000/Yr + Incentive

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

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