What are the responsibilities and job description for the Vice President of Guest Experience position at Silver Bay YMCA?
POSITION SUMMARY: The VP of Guest Experience oversees daily operations of all guest services to guarantee that guests enjoy an outstanding experience. Responsible for guest relations, front desk, housekeeping, food service, and conference services. This position requires a flexible and dynamic problem solver with exceptional leadership abilities who can empower staff to give superior customer service to guests, visitors, and staff. An entrepreneurial attitude is seeking continual process improvement and revenue generation. Oversight and accountability for all related budgets. Act as brand ambassadors, providing leadership and direction to all departments of Silver Bay.
SUPERVISORY RESPONSIBILITIES: Oversees Conference Services Director, Food and Beverage Director, Guest Services Director, and Hospitality Services Director.
ESSENTIAL FUNCTIONS
1. Oversee the operations functions of Silver Bay, as per the Organizational chart.
2. Hold regular briefings and meetings with all heads of departments.
3. Ensure full compliance with Silver Bay operating controls, SOPs, policies, procedures, and service standards.
4. Handling complaints and overseeing the service recovery procedures.
5. Works with the Executive Team in the preparation, presentation, and subsequent achievement of Silver Bay's annual Operating Budget, Marketing and Sales Plan, and Capital Budget.
6. Ensure all decisions are made in the best interest of Silver Bay.
7. Deliver Silver Bay budget goals and set other short and long-term strategic goals for the property.
8. Developing improvement actions carry out cost savings.
9. A strong understanding of P&L statements and the ability to react with impactful strategies
10. Closely monitor Silver Bays business reports daily and make decisions accordingly.
11. Ensure monthly financial outlooks for all role responsible departments are on target and accurate.
12. Works with the CFO, COO and CEO to develop plans and budgets.
13. Work with the Purchasing Agent to procure operating supplies and equipment and contract with third-party vendors for essential equipment and services.
14. Works with department heads in the hiring of key staff.
15. Overseeing and managing all departments and working closely with department heads daily.
16. Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
17. Provide effective leadership to Silver Bay team members.
18. Responsible for safeguarding the quality of operations, both (internal & external audits).
19. Ensures staff have the skills, training, materials, and equipment to be successful.
20. Works with staff to identify new revenue opportunities.
21. Any other duties as assigned.
As a 24-hour operation, all staff may be asked to work weekends, evenings, night shifts, and/or holidays to serve our members, guests, and program participants.
Requirements:
1. High school diploma or equivalent GED required; degree in hospitality or related field of study preferred.
2. Must have at least five or more years of experience in the hospitality field.
3. Demonstrate excellent organizational skills, communication skills, and problem-solving skills.
4. Proven customer service experience as a manager; strong guest-focused mentality.
PHYSICAL REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times
