The VP of Guest Experience oversees daily operations of direct guest services to guarantee that guests enjoy an outstanding experience. Responsible for guest relations, front desk, housekeeping, food service, conference services and retail outlets. This position requires a flexible and dynamic problem solver with exceptional leadership abilities who can empower staff to give superior customer service to guests, visitors and staff. An entrepreneurial attitude seeking continual process improvement and revenue generation. Oversight and accountability for all related budgets. Act as brand ambassadors, providing leadership and direction to all departments of the Silver Bay.

High school diploma or equivalent GED; degree in hospitality or related field of study preferred. Must have at least 5 or more years of experience in the hospitality field. Demonstrate excellent organizational skills, communication skills, and problem-solving skills. Proven customer service experience as a manager; strong guest-focused mentality.

• Oversee the operations functions of the Silver Bay, as per the Organizational chart.
• Hold regular briefings and meetings with all head of departments.
• Ensure full compliance to Silver Bay operating controls, SOP’s, policies, procedures and service standards.
• Handling complaints, and oversee the service recovery procedures.
• Responsible for the preparation, presentation and subsequent achievement of the Silver Bay's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
• Ensure all decisions are made in the best interest of Silver Bay.
• Deliver Silver Bay budget goals and set other short and long term strategic goals for the property.
• Developing improvement actions, carry out costs savings.
• A strong understanding of P&L statements and the ability to react with impactful strategies
• Closely monitor the Silver Bays business reports on a daily basis and take decisions accordingly.
• Ensure that monthly financial outlooks for Rooms, Food & Beverage, etc.. are on target and accurate.
• Works with the CFO and CEO to develop plans and budgets.
• Work with the Purchasing Agent in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment’s and services.
• Works with department heads in the hiring of key staff.
• Overseeing and managing all departments and working closely with department heads on a daily basis.
• Be accountable for responsibilities of department heads and take ownership of all guest complaints.
• Provide effective leadership to Silver Bay team members.
• Responsible for safeguarding the quality of operations both (internal & external audits).
• Ensures staff have the skills, training, materials and equipment to be successful.
• Works with staff to identify new revenue opportunities.
• As a 24-hour operation all staff may be asked to work weekends, evenings or night shifts and/or holidays in order to serve our members, guests, and program participants.
• Any other duties as assigned.

END RESULT

The work of the VP of Guest Experience will result in the will result in increased growth and retention of Silver Bay’s guests; an outstanding reputation for quality customer service; a competitive edge; relevance of services; and guest experience departments will meet and/or exceed their budget goals on a yearly basis.