Assistant General Manager (AGM)

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

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JOB DESCRIPTION SUMMARY

To plan, coordinate, implement, oversee, and manage all the administrative duties for the Bluewater Resort and Marina which includes the direct oversite of the Maintenance and Housekeeping Department as well as oversight of Front Desk in conjunction with Front Office Manager as required. Execute the assigned duties associated with creating a highly presentable Premier (II) vacation interval resort Maintenance and Housekeeping Department Operation. Interact directly with owners, guests, vendors, Department managers and staff.

DUTIES AND RESPONSIBILITIES:

Supervision

• Maintain responsibilities for hiring, training, evaluating, coaching, counseling, disciplining and discharge (if necessary) of assigned department staff.
• Maintain responsibilities for training assigned department staff on HOTSOS and SPI, coaching and troubleshooting of SPI and HOTSOS systems, assist with supply inventory tracking and asset tracking for reserve analysis and schedules.
• General management responsibly for the implementation and oversight of all Maintenance and Housekeeping daily operations including superior guest service, check-in, check-out, SPI or similar program proficiency, effective interdepartmental interaction and staff management including task delegation to Department Manager (as assigned).
• General management responsibility for the daily operation of the Maintenance and Housekeeping. Monitor staff performance continuously and in an on-going basis (as assigned).
• Maintain oversight for preparation of staff related work schedules (as assigned).
• Establish procedures, inform, and train personnel in standard practices and procedures for performing job specific tasks related to HOTSOS, the use of equipment and observance of practices all in accordance with the SDC Properties Employee Handbook (as assigned).
• Monitor staff performance continuously and in an on-going basis (as assigned).
• Be committed to “The mission of Spinnaker Resorts” - to establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable, and caring staff.

Specific Tasks and Assignments

• Maintain a regular schedule of walking the properties; generally observing the grounds and performing room inspections.
• Interacting with owners and guests for the purpose of gaining feedback and providing exceptional guest service.
• Serve as the initial point of contact for interaction on Owner Service related issues and concerns as they might relate to property management and property related concerns. Work cooperatively with Maintenance, Housekeeping and Front Office Department Managers in bringing resolution to issues and concerns.
• Manage the on-property incident report process interacting as needed with the Corporate Human Resources Director.
• Maintain oversight of and be the point-of-contact for City, County, State and insurance agencies affiliated with annual inspections and licensing of the resorts (i.e., business licenses, pool permits, health inspections, insurance inspections, etc.)
• Manage and generate operation reports as follows but not limited to:
• Monthly Resort Operational Sub Reports (monthly)
• Guest Service Call Frequency Report (monthly)
• Guest Service Call Issue Type Reports (monthly)
• Open Service Request Report (weekly)
• Initiate and implement a RCI monthly reporting process
• Serve in the capacity of General Manager upon the absence of the General Manager.
• Initiate the development and implementation of individual Department training procedures for the purpose of training new hires and the purpose of maintaining in-service training for existing staff with the objective to establish standardized and best use practices in the various disciplines in cooperation with each Department’s manager.

Anticipated Work Schedule:

• Tuesday – Friday & Sundays 9 AM – 5:30 PM
• Saturday & Monday Off

**Must be able to work Sunday-Thursday**

*Schedule may change with advanced notice

Safety

• Review all independent fire and safety inspections and ensure compliance with regulations retaining copies of all compliance tests and provide the same information to the Maintenance Department management office.
• Ensure that all safety rules are observed by staff.
• Familiarization of Hurricane, fire and disaster procedures and help coordinate evacuation efforts if necessary.

Administration/General

• Process all payroll to forward on to GM for final review.
• Be punctual in reporting to work and starting duties.
• Retain an assigned cell phone to be accessible to staff and Primary Supervisor.
• Answer guest questions and redirect as necessary to other Department using tact and poise.
• Always maintain a professional appearance and demeanor reflective of a positive impact on the
• Preparing daily, weekly, and monthly reports as related to areas of responsibility.
• Monitor operating budget monthly for Maintenance and Housekeeping departments.
• Prepare and monitor long-range department capital expenditure projections.
• Work directly with GM to plan department projects, annual cleans and refurbishment projects.
• Relay critical information about matters related to the Maintenance, Housekeeping and Front Office departments to the primary Managers (as assigned).
• Perform any other duties as requested and/or assigned in order to maintain the smooth operation of the Maintenance, Housekeeping and Front Office departments in all areas of responsibility (as assigned).
• When requested, recommend vendor services.
• Assist in maintaining appropriate files to track work to be done and work completed.
• Be a proactive member of the Management Team seeking to exceed the mission of Spinnaker Resorts
• Maintain management oversight of operational departments upon assignment from the General Manager to tentatively include Maintenance and Housekeeping.
• Other duties as assigned by General Manager

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Desire an AA, BS or BA in hospitality management, business management, activities, recreation or related field, minimum High School Diploma, GED, or relevant equivalent experience.
• Proficient in reading and writing English along with computer skills including Word, Excel and e-mail proficiency. Better than average business writing skills.
• Be customer service oriented and display an obvious people-person personality.
• Experiential, general and technical knowledge in the following areas: demonstrate the ability to hire, train and supervise staff in all areas of Front Desk and Activities disciplines, implement progressive personnel management discipline practices, knowledge for multiple reservations software, timeshare exchange programs, scheduling, budgeting, standard operating procedures development and implementation; understand procedures for development, implementation, and promotion of Activities programming; have managed exceptional owner/guest service practices, problem-solve owner/guest issues related to timeshare use; interact cooperatively with Sales and Marketing operations.
• Demonstrate above average English verbal and written communication skills for interaction with employees, guests, vendors, and the general public, using tact and poise. Have proven business writing and report creation skills.
• Ability to work weekends and capacity to receive phone calls when not on duty upon request of Regional – General Manager and direct reports.
• Knowledge and experience of budgeting skills, and ability to implement cost containment programs.
• Ability to walk extensively, climb stairs and lift 50lbs or more.
• Desire 5+ years cumulative related experience as or related to Assistant General Manager, Resort Departmental Operational Management or applicable field with supervisory experience having managed direct reports.
• Valid South Carolina driver’s license and reliable transportation.

BENEFITS

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs, including Employee Health Fairs and RALLY.
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules