Bungalows Manager

Summary

The Bungalow Manager is responsible for overseeing the daily operations of the Bungalows at The Boca Raton, ensuring exceptional guest experiences and maintaining the highest standards of Five-Star luxury hospitality. This role is responsible for leading and developing the Bungalow team, overseeing daily service operations, maintaining bungalow presentation and readiness, and ensuring personalized and seamless guest experiences. The Bungalow Manager works closely with Front Office, Housekeeping, Engineering, Guest Relations, Bell & Valet, Food & Beverage and other resort departments to ensure operational excellence and consistent delivery of The Boca Raton's service standards.

Essential Functions

• Responsible for managing the daily operations of the Bungalows and overseeing Bungalow team associates.
• Assist in team associate hiring, training, counseling, and discipline.
• Schedule managers and associates responsibly to accommodate business needs and adjust staffing as needed.
• Prepare staff schedules to ensure operational effectiveness within budgetary guidelines.
• Ensure accuracy of payroll daily.
• Familiar with room forecasts, occupancy levels, and arrival and departure patterns to ensure appropriate staffing and operational readiness.
• Work closely with Front Office, Revenue Management, and Housekeeping on room assignments, inventory management, and bungalow readiness.
• Conduct monthly departmental meetings (may require two per month to accommodate all schedules).
• Partner with Housekeeping and Engineering to ensure an optimal preventative maintenance program for all Bungalows.
• Attend Pre-Con Meetings and other operational meetings as required.
• Ensure accuracy of daily TBR Compass and all applicable operational reporting.
• Ensure the Bungalow team has the correct information, tools, equipment, and resources necessary to perform departmental functions effectively.
• Responsible for maintaining proper organization, cleanliness, and presentation of all Bungalow areas and associated operational spaces.
• Maintain inventory management systems for guest amenities, operational supplies, and equipment, conducting bi-weekly inspections to ensure proper supplies are available.
• Communicate effectively, both verbally and in writing, to provide clear direction to associates. Assign responsibilities, monitor performance, and encourage continuous improvement.
• Inform and update executives, peers, and associates on relevant guest information, operational priorities, and departmental updates in a timely manner.
• Use creative management and problem-solving skills to resolve operational challenges and enhance the guest experience.
• Ensure compliance with The Boca Raton's Five-Star service standards to provide consistently exceptional guest experiences.
• Oversee daily Bungalow operations during high-volume periods, unexpected challenges, and emergencies, resolving guest concerns using discretion and sound judgment.
• Handle guest relocations and room changes as required, ensuring a seamless experience and minimal disruption.
• Maintain a visible presence throughout the Bungalows, proactively engaging with guests to anticipate needs, address concerns, and ensure satisfaction.
• Oversee the guest experience from pre-arrival through departure, ensuring personalized service and attention to guest preferences.
• Review VIP arrivals, special occasions, and guest requests to ensure all necessary arrangements are coordinated and executed.
• Conduct regular inspections of Bungalows to ensure cleanliness, maintenance, functionality, and overall presentation meet resort standards.
• Work closely with Housekeeping to ensure all Bungalows are properly prepared, inspected, and ready for guest arrivals.
• Coordinate with Engineering to ensure maintenance requests and repairs are completed promptly with minimal impact on the guest experience.
• Assist other guest service areas with daily operations and supervision as needed.
• Manage operations to ensure profitability, control costs, maintain quality standards, and achieve total guest satisfaction.
• Prepare and review daily forecasts of expected arrivals, departures, and occupancy to anticipate operational needs.
• Maintain all personnel administrative records, including training documentation, payroll, vacation requests, and other applicable associate records.
• Attend all mandatory meetings.
• Support the consistent training and development of all associates, including direct reports.
• Work closely with the Director of Housekeeping, Front Office leadership, Bell & Valet Manager, and Discovery Center Manager to ensure open communication and seamless coordination across departments.
• Ensure guest preferences, special requests, and service recovery opportunities are properly documented and communicated to relevant departments.
• Identify opportunities to enhance the Bungalow guest experience through personalized service initiatives and operational improvements.
• Support Front Office and other guest service functions during high-demand periods as needed.
• Perform additional duties as assigned by resort leadership.

Knowledge, Skills, and Abilities:

• Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.
• Ability to access and accurately input information using a moderately complex computer system, including property management systems.
• Knowledge of Microsoft Office, specifically Word and Excel.
• Strong knowledge of Opera and all applicable software programs used. Must be able to multitask using multiple software applications at any given time.
• Strong understanding of Five-Star luxury hospitality standards and personalized guest service.
• Ability to anticipate guest needs and expectations and deliver superior customer service with minimal direction from others.
• Must be an excellent communicator in all aspects of the role, including interactions with coworkers, guests, and resort leadership.
• Always act in the best interests of both the guest and the resort.
• Ability to perform job responsibilities with exceptional attention to detail and effectively organize and manage multiple tasks.
• Must be able to handle difficult situations professionally and hold team associates accountable for performance and service standards.
• Effective verbal and written communication skills in English are required.
• Must be able to work collaboratively with others and involve appropriate departments in the decision-making process when applicable.
• Ability to maintain full flexibility in availability to accommodate hotel occupancy and business demands.
• Forward-thinking approach with strong training skills and the ability to mentor and develop team members.
• Ability to successfully motivate and lead a team by example.
• Ability to plan, organize, and manage large or multiple projects while meeting established deadlines.
• Strong understanding of bungalow operations, room readiness, guest preferences, and luxury resort service expectations.
• Ability to identify and resolve guest concerns while maintaining discretion, professionalism, and a commitment to exceptional service.
• Ability to establish and maintain positive working relationships with Housekeeping, Engineering, Front Office, and other resort departments.
• Maintain high visibility, spending a minimum of 70% of working time on the floor with the teams and engaging with guests.
• Support Bell & Valet and Front Drive services when needed for coverage.
• Support Front Office and Guest Relations operations when needed for coverage.
• Must have a flexible schedule, including availability on weekends and holidays as needed or directed.

Education/Experience Requirements:

• A Guest Relations Manager with 3 year or more with luxury background would be considered.
• Managed a team of managers and hourly associates.
• Degree in Hospitality or Hotel Management preferred.

Physical Requirements Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.