Resort Assistant Manager (Highly Experienced)

Position Overview

Victoria Waterfront Hotel & Resorts is seeking a highly experienced Assistant Manager to oversee daily operations across all departments, including the Front Office, Housekeeping, Food & Beverage, and Maintenance. The successful candidate will maintain high service standards, maximize profitability, and deliver an exceptional guest experience.

Key Responsibilities

Operational Oversight

• Supervise day-to-day resort operations to ensure all departments meet brand standards
• Conduct regular property walkthroughs (lobby, guest rooms, recreational areas) to ensure cleanliness and safety standards
• Act as the liaison between departments, ensuring alignment on priorities such as room readiness

Guest Relations

• Handle guest complaints professionally and personally to resolve issues and recover negative experiences
• Oversee VIP guest arrivals and stays, ensuring special requests and amenities are properly prepared
• Monitor guest satisfaction scores (NPS) and online reviews to identify opportunities for service improvements

Team Leadership

• Assist in recruiting, interviewing, and onboarding new team members
• Conduct on-the-job training sessions and ensure staff compliance with safety protocols and service standards
• Manage staff schedules and payroll administration to maintain adequate coverage during peak seasons

Financial & Administrative

• Monitor expenses and labor costs in partnership with the General Manager to meet monthly revenue targets
• Supervise supply ordering and conduct monthly stocktakes for F&B and housekeeping materials
• Prepare daily and monthly reports on occupancy, revenue, and operational performance