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Homeowner and Guest Services Manager

Friday Harbour Resort Holdings Inc

This is a Full-time position in Ottawa, ON posted April 29, 2021.

Discover your next adventure Spend your days surrounded by the beauty of Lake Simcoe.

Friday Harbour is committed to providing Associates with a workplace that anticipates needs, recognizes talents, and encourages and assists with personal career growth within our team.

Friday Harbour Resort is located in Innisfil, Ontario.

We offer our homeowners, members, and guests a one in a kind experience.

Welcoming guests to enjoy our lakeside amenities, take a walk down the boardwalk, support local businesses, enjoy a round of golf with friends or spend the evening enjoying dinner with locally sourced ingredients.

As we continue to grow our growing resort, we are looking for outstanding associates to join our Friday Harbour team.

Role Summary The Homeowner and Guest Services Manager reports directly to the Chief Sales and Services Officer.

This role is responsible for developing, implementing and maintaining a comprehensive and integrated homeowner and guest experience.

They are also responsible for overseeing the day to day operations of the Welcome Centre and Call Centre.

They must anticipate homeowner, member and guest needs, assisting with facilitating all requests and ensuring each guest has a memorable experience.

Responsibilities Working from a defined departmental gap analysis/critical path, design and implement policies, procedures, and auditing measures to facilitate a seamless experience for all Manage call reporting system; analyze call volumes, call length and purpose in order to develop industry productivity, service and labour standards Lead the day-to-day homeowner services and experience operations Lead and provide oversight to assure effective deployment of workforce productivity services, systems and practices Develop and maintain departmental operational policies and work procedures Plan, track and control financial operating budgets and capital expenditures Create departmental business plan on annual basis and prepare various accounting summaries and reports Direct and lead the employees, ensuring the successful internal operations of the department including; professional and courteous customer service, complete utilization and accuracy of management software system, proper training Responsible for scheduling, payroll, recruitment and training and development of team Design and implement a successful homeowner program ensuring homeowner satisfaction including enrollment practices and access control Responsible for maintaining homeowner and membership programs Provide effective leadership, accessing and recommending training and development and evaluating employee performance Together with the Chief Sales and Services Officer, determine strategic homeowner and experience business initiatives Develop and implement the annual homeowner and experience program operations and capital budgets, in coordination with the Chief Sales and Services Officer Assist in the creation and development of homeowner offerings including pricing and benefits With the Chief Sales and Services Officer, develop and implement the homeowner program’s sales, growth and retention strategies Assist with all Resort Association requirements and requests In collaboration with the Marketing and Communications Manager, determine best practice marketing solutions for homeowner campaigns Ensure the homeowner offering is clearly communicated through digital channels, onsite for visitors and across the wider public program Oversee all renewal systems and communications Determine homeowner preferences through open communication channels including surveys and questionnaires Assist in the development of the homeowner events and activities program Maintain an organized, well stocked, visually pleasing retail space in the Welcome Center Assist with inventory management in the Welcome Centre Maintain an organized, current database of all homeowner information Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the health and safety program Adhere to all environmental policies and programs as required Other duties as assigned Requirements Degree, diploma or certificate in hospitality, travel and tourism or other related discipline 2-4 years’ previous experience in a similar role within the hospitality or resort industry 5-7 years’ experience in membership, sales and programming Previous leadership experience in guest services required Experience in a luxury resort environment Strong knowledge of the local area Must be computer literate.

Preferred candidate will have previous experience with membership and rental software, property management software, Microsoft Word and Excel Strong verbal and written communication skills Detail-oriented and works with a high degree of accuracy Ability to multi-task in a fast-paced environment Must be extremely responsible with integrity and ability to maintain confidentiality and discretion Must possess excellent customer service skills Working Conditions Must be able to work flexible hours including evenings, weekends and holidays Required to move, lift, carry, pull and place objects weighing less than or equal to 25 pounds without assistance Stand, sit or walk for an extended period of time or for an entire shift Reach overhead and below the knees, including bending, twisting and pulling Join our team and make every day feel like Friday.

All candidates must be legally eligible to work in Canada.

Friday Harbour is unable to assist candidates in obtaining Canadian work authorization.

Friday Harbour is an equal opportunity employer committed to hiring a diverse workforce.

Friday Harbour is also committed to providing accommodations for people with disabilities.

Upon request by the applicant, accommodation will be provided in all parts of the hiring process.

Please contact the Human Resources department with any accommodation requests.

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