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Dh-rooms Administration Manager
3 weeks ago
As the Rooms Administration Manager at Deerhurst Resort, you will play a pivotal role reporting to the Director of Rooms and working in collaboration with the Rooms Division Manager. Your responsibilities will include managing both Homeowner Services and providing support to the Rooms Division, including Front Office, Housekeeping, Shuttle services, and working cross-functionally with all resort operating departments. This position requires a highly organized and detail-oriented individual with exceptional communication and interpersonal skills to ensure smooth operations and exceptional service delivery
**Responsibilities**:
Homeowner Services (60%):
- Act as the primary point of contact for Home Owners, addressing inquiries, requests, and concerns promptly and professionally.- Maintain Owner contracts, profiles, files and databases with meticulous detail- Liaising with Lawyers, unit seller and purchaser to process ownership record changes for both Condo and Timeshare Owners; Process rental agreements, HST Joint Election, Insurance, welcome packages, letters- Manage unit owner accounts, including billing, reservations, and maintenance requests.- Coordinate with the engineering and housekeeping teams for the annual deep cleaning program,- Collaborate with the Engineering Coordinator and Director of Engineering to conduct walkthroughs of new units entering the rental program, ensuring they meet all required standards and specifications.- Collaborate with the Engineering Coordinator to streamline the ticketing system and improve response times and service quality.- Facilitate communication between Home Owners and other departments to ensure a seamless experience.- Assist in organizing owner meetings, events, and communications regarding property updates and developments.- Work with the Rooms Division Manager to ensure Home Owners can be serviced during their stay as necessary, coordinating with housekeeping, maintenance, and other relevant departments to fulfill their needs.- A comprehensive understanding of all rental & lease agreements in place and governing laws (condo docs, zoning)- Prepare any Timeshare legal documentation as it relates to ownership- Assist with the creation and disbursement of newsletters & communique for Home Owners- Support Director of Rooms and General Manager to liaise with property managers for the condo corporations to coordinate units/building put out of order for service or maintenance and coordinate contracted services for the property managers/condo corporations- Communicate with and liaise with all departments at the resort including Reservations, Maintenance, Housekeeping, Front Desk and Accounting departments- Other duties as assigned
Rooms Division Support (40%):
- Support the Rooms Division Manager in PMS inventory management, room assignments, quality control- Support the Rooms Division Manager and Director of Rooms with standard operating procedures (SOPs) to improve communication, workflow efficiency, and guest satisfaction.- Coordinate shuttle services for guests, including scheduling, maintenance, and driver coordination.- Assist in training and development programs for Rooms Division staff to ensure high levels of customer service.- Provide operational support during peak periods or special events to ensure efficient and effective service delivery.- Other duties as assigned
Qualifications:
- Strong knowledge of hotel/resort operations with a minimum of 5 years’ leadership experience in a hotel/resort environment- Strong knowledge of Opera Cloud (PMS)- Champion for systems for the Rooms team (ie Keywatcher, Visionline, Opera)- Excellent communication, negotiation, and conflict resolution skills.- Ability to multitask, prioritize tasks, and work effectively under pressure.- Strong attention to detail and accuracy in managing financial transactions and records.
- Flexibility to work evenings, weekends, and holidays as needed
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