Position available to start in August 2023
Job Position: Operations Assistant Manager
Our vision is to be a nationally recognized brand that puts the heart of hospitality in everything that we do. We are a collection of classic and destination RV resorts whose associates are passionate in providing experience-driven services and strengthening our guests’ loyalty through authenticity and innovation.
Position Description
The Operations Assistant Manager reports to and assists the Sr Vice President in achieving the company’s goals. The primary focus of this position is to meet and exceed the deliverables of special projects as assigned by the SVP. This position is one of our key cultural ambassadors who helps create a pleasant and engaging experience for our RV resort guests through inbound and outbound call efforts, concierge services and administrative responsibilities, working closely with the General Managers and engaging with all guest services personnel.
Role and Responsibilities
o Ensure that every associate is adhering to Sunland’s Service Standards by ongoing training in services, reservation calls, and other key components.
· Auditor
o Assist the SVP in auditing properties to ensure that everyone is adhering to company’s standards of operations and procedures.
o Work with the Quality Assurance Team of Sunland RV Resorts.
o Aid in creating and defining the SOP’s for a Loyalty Ambassador Role.
o Elevating the loyalty program from a service level (welcome letter/pre-arrival, options to upgrade their experience, etc).
o Assisting properties in curating tangible loyalty benefits (i.e. the welcome gift)
o Ensuring service levels across all associates are in line with the Sunland Standards of Service
o Continue to audit long-term reservation accuracy plusthe completeness of all other reservation data fields (Brand, Year, Source of Business, etc.)
o Own the Weekly Performance Dashboard of Sunland RV Resorts
· Administration Support to SVP
o Support the SVP in guest and employee communications.
o Support the SVP in various administration and will serve as a liaison, such as following-up with projects, sending agendas, and taking minutes of the meetings.
o Based on the needs of Sunland, there will be tasks or special projects assigned to the Executive Assistant Operations Manager.
o May be assigned to assist other properties in operations, as needed.
The Ideal Candidate:
· Customer Service-oriented - willing and able to go above and beyond for our guests
· Trustworthy
· Willing and able to learn new things
· Enjoy working in a rewarding, fun, and positive environment
Requirements Qualifications
- Bachelors Degree required
- MBA in Hospitality Management, preferred
- Bi-lingual - English and Portuguese
- Must be available on weekends and holidays, if necessary
- Minimum Travel – travel between resorts to cover shifts and/or events, as needed.
- Must possess a valid Driver’s license and be insurable.
- Minimum of 3 years customer service, administrative and hospitality experience
- Strong telephone and customer service skills
- Good problem-solving skills
- Professional appearance
- Intermediate to advanced computer proficiency, with ability to use Microsoft Office Suite, email, internet, and provide data entry in a timely and efficient manner
- Previous experience using reservation software, a plus
- RV resort office or hotel front desk experience, a plus
Job Type: Full-time
Pay: $88,982.00 per year
Benefits:
- 401(k) matching
- Health insurance
Shift:
Weekly day range:
Ability to commute/relocate:
- La Jolla, CA 92037: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person