Operations Manager & Concierge, Napa

POSITION DESCRIPTION:

The Operations Manager is responsible for the overall operation of the destination. The Operations Manager plays an integral role in creating an exceptional service experience for Exclusive Resorts members and performs concierge duties. Some of the key areas the Operations Manager is responsible for are overall service of, concierge, housekeeping and property management, member satisfaction, vendor relations and supervision, inventories, monthly reports, and overall condition and upkeep of the destination.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Concierge 

• Ensures service standards are met and/or exceeded. 
• Performs concierge duties. Is knowledgeable and is able to perform duties without reluctance or indecision. 
• Responds to elevated communications from members and the corporate office within 24 hours of delivery. Responds to elevated in-house member requests within two hours. 
• Provides service to members related to their use of the destination and enjoyment of surrounding attractions while maintaining a professional appearance and courteous demeanor. 
• Oversees special and unique requests from members while in destination. Makes determination of outcome of the request. 
• Prepares and processes house bills, ensuring compliance according to Standard Operating Procedures. 
• Responsible for petty cash and use of corporate credit card (Ramp). 
• Remains accessible for member needs at all times during the member’s stay in the destination.
• Plan and confirm itinerary/activities and reservations in advance for all arriving members. When your members arrive, they’re ready to relax because you’ve worked with them to get everything ready!
• Respond to communications from members, the Company, and its affiliates, within 24 hours of delivery.
• Handle and facilitate pre-arrival grocery requests and site delivery (as requested by members) to ensure member requests are met, ensuring compliance with Standard Operating Procedures. Before every guest’s arrival, you will visit the residence and ensure everything is in condition according to the rules and regulations of Exclusive Resorts.
• Readily available to guests (via cell phone and email) for all member travel needs.
• Provide orientation to the residence(s) and services for members upon arrival at residence(s).
• Provide professional and courteous service to members related to their use of the property and enjoyment of surrounding attractions.
• Manage and coordinate special events for member-requested special events.
• Ensure all housekeeping standards are met and maintained according to the rules and regulations of Exclusive Resorts. Direct efforts appropriately when standards are not met.
• Enter Exclusive Resorts reservations into hotel partner Property Management System in accordance to hotel standards.
• Supervise the property management staff to ensure all aspects of the home are working at all times.
• Maintain par levels of consumables and recommends purchases.
• Provide Exclusive Resorts Corporate office with a monthly inventory of consumables.
• Coordinate any outstanding projects in conjunction with the Regional Manager, Resort Manager, and/or Real Estate Manager.
• Maintain properties up to Exclusive Resorts standards; adhere to all ER rules and regulations.
• Report all financial expenditures related to the property or destination.

Housekeeping 

• Oversees and manages daily housekeeping and cleaning services that are provided by a housekeeping vendor. Ensures all housekeeping standards are met and maintained. 
• Conducts weekly walkthroughs of homes with Housekeeping vendor, ensuring that all items noted are followed up on and completed.

Property Management

• Determines needs and scheduling for residence deep cleans; manages the deep clean projects on site.
• Oversees and manages Property Maintenance Manager; ensures all physical aspects of the destination are working at all times. 
• Conducts weekly walkthroughs of homes with Property Maintenance Manager. 
• Executes maintenance of destination by directing Property Maintenance Manager and/or vendors.
• Partner and collaborate with hotel maintenance team and HOA leadership to coordinate additional improvements and/or projects according to hotel and/or city and county requirements.

General Responsibilities

• Evaluates and fixes any concerns with members, housekeeping and property maintenance in the destination while reporting them to the Regional Manager. 
• Provides event management and coordination for member requested special events or corporate special events (arrangement of private parties etc.). 
• Conducts tours of destination for prospective members. 
• Manages outstanding projects as determined by the Regional Manager. 
• Interviews, hires, and certifies training and development of concierge, and maintenance according to Exclusive Resorts standards. 
• Performs performance evaluations and recertification training for concierge and maintenance. 
• Reports all financial expenditures related to the destination. 
• Communicates with Regional Manager regarding any changes within the destination for purposes of member and internal communication as well as performing quarterly audits of all member confirmations, concierge welcome emails, Front Desk Tool, and in-residence materials. 
• Maintains the consumables closet and ensures all supplies are up to quantity standards. Provides corporate office with the inventory of consumables on regular basis, 
• Obtains project proposals from third-party vendors to submit for approval. Manages and inspects projects conducted within the destination. 
• Works in conjunction with Corporate Office on implementation of new procedures; responsible for training on site staff on any new procedures. 
• Ensures all grooming standards are met for onsite staff, according to Exclusive Resorts standards. 
• Maintains a list of preferred vendors. 
• Negotiates third-party service contracts for destination. 
• Maintains accurate inventory of all Operating Supplies & Equipment within the destination and provide accurate information to Regional Manager for replenishment. 
• Prepares and submits billing invoices according to Exclusive Resorts standards.

Supervisory Responsibilities 

• Supervises concierge, housekeeping, maintenance, and third-party vendors.
• Other duties as assigned.

 EDUCATION, SKILLS, AND EXPERIENCE: 

• Five – ten years hospitality experience is required. Previous management experience of leading a team and 3rd party vendors is preferred.
• Strong Property Management experience, including operational oversight and vendor management is preferred.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.