resort officer

JOB SUMMARY:

The Resort Officer plays a crucial role in overseeing the daily operations and management of resort facilities to ensure optimal service quality, guest satisfaction, and efficient coordination between departments. This position is responsible for maintaining high standards of hospitality, ensuring compliance with operational protocols, and fostering a welcoming and safe environment for both guests and staff.

KEY RESPONSIBILITIES:
1. Guest Relations & Service Excellence

• Serve as the primary point of contact for guest inquiries, concerns, and special requests, ensuring timely and satisfactory resolution.
• Greet and welcome guests upon arrival, ensuring a smooth check-in and check-out process.
• Monitor guest feedback through surveys, reviews, and direct communication, implementing corrective measures when necessary.
• Coordinate with relevant departments to provide personalized services and enhance guest experience.

2. Operations Oversight

• Supervise daily resort operations including front desk, housekeeping, maintenance, and other service departments.
• Ensure smooth coordination between all departments to meet operational and service requirements.
• Monitor resource utilization and operational efficiency, proposing improvements to optimize processes.
• Assist in developing and implementing standard operating procedures (SOPs) for resort services.

3. Facility & Property Management

• Oversee the cleanliness, functionality, and overall presentation of resort facilities.
• Coordinate with the maintenance team for repairs, renovations, and preventive maintenance schedules.
• Conduct regular inspections of the property to ensure compliance with quality, safety, and sanitation standards.

4. Staff Supervision & Development

• Lead, supervise, and motivate assigned staff to achieve operational objectives.
• Conduct regular staff meetings to provide updates, feedback, and address operational concerns.
• Facilitate training programs to enhance employee skills, hospitality knowledge, and service quality.
• Evaluate staff performance and provide recommendations for improvement, promotion, or disciplinary action as required.

5. Administrative & Financial Duties

• Assist in the preparation and monitoring of budgets for operations, maintenance, and guest services.
• Ensure proper documentation of transactions, reports, and departmental activities.
• Prepare daily, weekly, and monthly reports related to occupancy, revenue, expenses, and guest feedback.
• Assist in managing the souvenir shop, including inventory control, product selection, and sales strategies to boost revenue.

6. Marketing & Events Support

• Collaborate with the marketing team to promote resort amenities, packages, and seasonal promotions.
• Assist in planning and coordinating special events, corporate gatherings, and group bookings.
• Build and maintain positive relationships with travel agencies, partners, and local tourism offices to enhance business opportunities.
• Initiates and implements marketing strategies to promote the resort's services, amenities, and special offers.

7. Health, Safety & Compliance

• Ensure strict compliance with health, safety, and environmental regulations as mandated by local authorities and company policies.
• Implement and monitor safety protocols, including emergency response plans, fire safety measures, and guest security guidelines.
• Report and document incidents, accidents, or hazards promptly, taking necessary actions to prevent recurrence.

Qualifications & Competencies:
Educational Background:

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field (preferred).

Experience:

• Minimum of 2–3 years of experience in resort, hotel, or hospitality management.
• Proven track record in guest relations, facility supervision, and team management.

Skills & Competencies:

• Strong leadership, organizational, and multitasking abilities.
• Excellent communication, interpersonal, and customer service skills.
• Problem-solving mindset with the ability to make quick, sound decisions.
• Knowledge of hotel/resort management systems, reservation platforms, and MS Office applications.
• Ability to work under pressure and adapt to a dynamic hospitality environment.

Work Environment & Schedule:

• Full-time position with flexible working hours, including weekends, holidays, and peak seasons as required.
• On-site role with occasional off-site meetings and marketing-related activities.
• Willing to relocate in Bukidnon (BUDA).
• Stay in at The Norfolk Pines Resort (Brgy. Lorega Kitaotao, Bukidnon)

Key Performance Indicators (KPIs):

1. Guest satisfaction ratings and feedback.
2. Operational efficiency and adherence to SOPs.
3. Facility upkeep and maintenance compliance.
4. Staff performance and turnover rate.
5. Revenue growth from resort services and packages.

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