The Assistant Manager is responsible for supervising and scheduling all daily operations and team members in the Guest Experiences department including Supervisors and Lifeguards. They will ensure all areas are safe and welcoming to guests and staff by maintaining high safety and service levels. They will provide training, problem resolution, troubleshooting and leadership to staff in the Experiences department, and resort wide.
Supervises operations within Guest Experiences and ensures that friendly, courteous, and efficient service is extended to all guests
Recognizes and greets all guests and team members; provides exceptional and professional service
Organizes department orientation for each season; maintains accuracy of onboarding training materials; provides ongoing training and support to staff in all roles
Ensures the adherence to safe work practices and resort policies
Communicates regularly with team members to source new ideas for services, products, and equipment
Provide problem resolution while demonstrating empathy; record guests’ challenges to reduce future similar situations
Coordinates the scheduling of shifts and responsibilities of staff members; reviews payroll
Review safety and maintenance checks regularly; anticipate challenges and suggest solutions
Facilitate guest programming, as well as group bookings
Facilitate events with Adventures in Excellence as required
Ensures the well-being of our guests and team members by being alert to and reporting potential hazards
Comfortable making responsible decisions and develops recommendations for effective problem solving
Trains staff in emergency response duties with confidence; responds with confidence
Recognizes accomplishments and hard work of staff; encourages staff to recognize others
Review and update guest facing material based on season or offerings
Assist guests with booking activities, arranging tours, and understanding resort information; is a confident seller of resort amenities
Guest oriented with a sincere, helpful and friendly personality
Able to build morale and group commitment to goals and objectives
Inspires respect and trust, while motivating team to perform well
Able to take initiative within boundaries of policies and procedures
Has exceptional energy, flexibility and professionalism
Enjoys offering exceptional service and meeting the needs of others
Demonstrated ability to organise large groups
Must be able to manage time and resources well
Proven ability to maintain confidentiality
Speaks clearly and persuasively in positive or negative situations
Works ethically and displays integrity
Treats others with respect and consideration regardless of their status or position
