Company Description

Ocean House Collection

Resort Manager

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties.

The Ocean House features 49 luxury guest rooms, 20 signature suites and 7 private villa vacation homes. 12,000 square foot OH! spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Resort Manager at Ocean House oversees all aspects of the resort's rooms division operations to ensure an exceptional experience for our guests. This critical role requires strong leadership, attention to detail, and a passion for delivering unparalleled service in a luxury setting. The manager ensures that all associates and leaders in the Rooms Division - including guest relations, laundry, engineering, spa, housekeeping, butlers, PBX, bell/valet, transportation, retail, and concierge - exceed Forbes five-star standards and create outstanding experiences for our clients, members, and patrons.

Schedule Requirements

The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all exempt team members may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible in scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Key Relationships

Internal: Reports to the President and Managing Director and serves as the ranking member of Executive Team in his absence. and directs the rooms division team.

External: Has regular contact with the companies, consultants, contractors, guests, members, shareholders, and Directors of the Ocean House.

Job Description

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Functions in the absence of President and Managing Director to interact with leadership and management personnel to oversee the satisfaction of our guests.
• Ensures all staff and leaders exceed Forbes five-star standards and create incredible experiences for our guests, members and patrons.
• Works closely with Front of House Manager, General Manager of Watch Hill Inn, the Cottages and other leaders across the properties to exceed our guests’ expectations.

• Oversees and coordinates the day-to-day activities of guest relations, laundry, engineering, spa, housekeeping, butlers, PBX, bell/valet, transportation, retail, and concierge, to include management and training, scheduling and prioritizing work assignments, and implementation of effective operating policies, procedures, and systems.
• Ensures that the accurate payroll, service fees and gratuities, and daily reporting is completed and distributed to management.
• Oversee service standards throughout the resort to ensure a consistent guest experience at a high-quality level.
• Personally greet guests, members, and property owners.
• Provides oversight of the front drive including transportation, bell/valet and luggage operations.
• including but not limited to, delivery, retrieval, storage, maintenance, loss prevention and complaints.
• Inspect guest rooms, public areas and spa with the Management team in their assigned area daily.

• Serves as the crisis commander in an emergency, is completely familiar with all safety and emergency procedures for guests and employees and how to act upon them; understands all accident prevention policies.

• Contact the proper authorities for any emergencies and ensure s that all necessary paperwork is associated with the incident.
• Provides oversight of training, compliance and monitoring of Forbes Five-Star, Relais & Chateaux branding and AAA Five Diamond standards.
• Responsible for meeting the budget and expenses of the rooms department; including labor, cost of goods, revenue per occupied room, occupancy goals and net profit.
• Mandate a safe working environment by ensuring vehicle speed is kept to a minimum.
• Ensure the front office team are always available for assistance. Monitor daily bookings and ensure assigned rooms and VIP Services are prepared prior to check-in.
• Ensure the guest services staff are always standing alert, posting in areas of high traffic ready to assist, and refraining from casual behavior and idyl conversations.
• Appraise the room’s team performance, produce reports, and examine the activities logbook, assigning tasks appropriately and implementing control schedules daily.
• Work closely with sales team and banquets regarding all group functions and assist as necessary to ensure that groups run smoothly.
• Collaborate with the sales and marketing team to develop and implement effective marketing and sales strategies.
• Address any, and all guest concerns and bring them and their resolution to the attention of President and Managing Director and Executive Committee.
• Provide overnight to all motor vehicle accidents and mishaps, including reporting, guest follow-up, and employee accountability.
• Contact the proper authorities for any emergencies and complete all necessary paperwork associated with the incident.
• Provide oversight to the parking facilities at Ocean House:
  • Ensuring there are no employees parked in guest lots.
  • Inspecting for cleanliness and good repair; including landscaping, lighting, and security
  • Review and analyze parking fees to ensure everyone is being charged and all money is accounted for.

• • Managing day-guest parking to maximize revenue and meet all goals set by senior leadership.

• Give consistent revenue updates to monitor progress throughout the season.

• Inform the Resort Manager and Managing Director immediately of any emergency.
• Manage transportation of guests in and around the resort.
• Ensure that all rooms’ division reports are completed, and pertinent information is properly documented.
• Emphasize global diversity by showing respect and sensitivity towards cultural differences, educating others on the value of diversity, promoting a harassment-free environment, and building a diverse workforce.
• Responsible for practicing, managing, and promoting OHM’s Mission and Values so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional attire.
• Follow sustainability guidelines and practices related to Ocean House Collection’s sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Qualifications

Required Job Knowledge, Skills, Experience, and Education

• Bachelor's degrees in hotel/restaurant management and 5 years of work experience that can be demonstrated to be applicable to the duties listed in the job description.
• Experience in the luxury hospitality industry is required, five-star experiences preferred.
• Minimum of 5 years of progressive experience in luxury hospitality management, with at least 3 years in a senior leadership role.
• Proven track record of successfully managing luxury resorts or high-end hotels.
• Exceptional leadership and interpersonal skills, with the ability to inspire and motivate a large team.
• Strong financial acumen and experience in budget management, financial analysis, and revenue optimization.
• Excellent communication and negotiation skills.
• Proficiency in using hospitality management software and systems.
• The ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism.
• Expert level written and verbal communication skills, strong decision-making ability and attention to detail are equally important.
• Skill in organizing resources and establishing priorities.
• Ability to handle multiple, simultaneous, and complex tasks and projects effectively and efficiently.
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Employee development and performance management skills.
• Information research, analysis, and evaluation skills.
• Knowledge of office management principles and procedures.
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation.

• Fluency in English both verbally and in writing.
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Ensure compliance with all company, local, state, and federal regulations, as well as industry standards.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest, members and employee information and pertinent hotel data.

Additional Information

All your information will be kept confidential according to EEO guidelines.