Assistant Manager of Recreation - Guest Engagement

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.       

 COMPANY BENEFITS:

• Growth Opportunities
• 401K
• Comprehensive Benefits – Health, Dental and Vision Plans.
• EAP – Employee Assistance Program
• PTO - Paid Time Off
• Hotel discounts through IHG, FREE Vacations through our Club Go Program, including additional discounted employee benefits through our company Perks website
• Tuition Reimbursement & Continuing Education Courses
• Outstanding Company Culture

The Assistant Manager of Guest Engagement - Recreation is 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 activities & recreation functions.  Success in this role is  measured primarily by onsite and post-stay guest survey responses evaluating the quality of the amenity and engagement offerings. 

ESSENTIAL DUTIES AND TASKS: 

• Hiring, training, coaching, and scheduling of assigned team members.  Development of PDPs, evaluation, and active coaching to develop Brandhearted guest engagement 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. Assist with managing department engagement plans, talent review and succession planning.
• Demonstrate Brandhearted 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.
• Assist with managing the daily execution of well-defined activities and entertainment strategies and programs developed by others.  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 family.
• Execute 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 requirements.
• Maintain partnership and compliance with third party vendors for contracts, performance standards and inspections.

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 skills.
• Novice level mastery of Microsoft Office products.
• Driving record must qualify to drive company owned vehicles.
• Must be at least 21 years of age with a valid driver’s license, and minimum of 4 years of driving experience. 

SUPERVISORY RESPONSIBILITIES:  

• Directly supervises up to 15 employees.  

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must be at least 18 years of age with a Valid Driver License.
• CPR certified a plus.

 EDUCATION and/or EXPERIENCE:

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

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.