Job Description

The PM Resort Manager provides evening leadership and operational oversight throughout Breezy Point Resort. This position maintains a visible management presence, oversees PM Security staff, assists guests and employees, monitors resort operations, conducts property inspections, and responds to safety, security, and emergency situations.

The PM Resort Manager works closely with department managers and employees to ensure the resort operates safely, efficiently, and according to established standards. This position requires excellent judgment, professionalism, flexibility, and the ability to remain calm and provide leadership in a fast-paced resort environment.

Guest Relations

• Maintain a visible, professional, and approachable presence throughout the resort.
• Greet guests and promote high standards of guest service.
• Respond to guest questions, concerns, and complaints promptly and professionally.
• Work with guests and appropriate departments to find acceptable solutions to problems that may arise.
• De-escalate difficult situations and involve appropriate management or emergency personnel when necessary.

Security & Safety

• Oversee and provide direction to PM Security staff.
• Monitor security coverage, patrols, and assigned responsibilities throughout the resort.
• Respond to disturbances, suspicious activity, guest or employee incidents, and other security concerns.
• Oversee and support resort safety, fire protection, emergency preparedness, and related programs.
• Respond to accidents, injuries, alarms, severe weather, medical emergencies, fires, power outages, and other urgent situations.
• Provide calm and professional leadership during emergencies when necessary.
• Contact law enforcement, fire, emergency medical services, or other emergency responders when appropriate.
• Ensure significant incidents are properly documented and reported to management.

Resort Operations & Staffing

• Monitor various resort departments during evening operations to ensure they are appropriately staffed and operating efficiently.
• Identify staffing shortages, unusually high business volume, or operational concerns and work with the appropriate department to address immediate needs.
• Communicate significant staffing or operational issues to the appropriate manager.
• Be willing and able to learn and assist in various departments when a need arises.
• Work collaboratively with department managers, supervisors, and employees to support smooth resort operations.

Policies & Procedures

• Ensure updated Company processes, procedures, safety practices, and operational standards are implemented and consistently applied throughout the resort.
• Monitor compliance with established policies and procedures.
• Address immediate operational or safety concerns and notify the appropriate manager when additional follow-up is required.
• Communicate significant employee-relations or policy concerns to Resort Management or Human Resources.

Property Inspections

• Conduct routine inspections and walkthroughs of resort buildings, grounds, parking areas, entrances, and common areas.
• Monitor the overall appearance, cleanliness, safety, and condition of resort facilities.
• Ensure lobbies, common areas, hallways, and restrooms are clean and properly maintained.
• Identify housekeeping, maintenance, safety, security, or facility concerns.
• Notify the proper personnel or department when an area requires attention and follow up as necessary.
• Identify and address potential hazards or unsafe conditions promptly.

Communication & Reporting

• Maintain effective communication with resort management and department leaders throughout the evening.
• Document significant guest concerns, security matters, accidents, staffing issues, facility problems, and other notable incidents.
• Immediately notify management of serious incidents or situations requiring additional attention.
• Notify management of significant issues or incidents from the prior evening, including any unresolved matters requiring follow-up.
• Ensure important information is communicated to the appropriate department or next shift.

The PM Resort Security Manager is expected to:

• Remain calm and make sound decisions during stressful or emergency situations.
• Treat guests and employees respectfully and professionally.
• Provide clear direction and leadership to PM Security staff.
• Maintain confidentiality when handling sensitive guest or employee matters.
• Work effectively with all resort departments.
• Take initiative to identify and resolve problems.
• Know when an issue should be escalated to Resort Management, Human Resources, law enforcement, or emergency personnel.
• Maintain a strong guest-service focus while appropriately enforcing Resort policies and safety expectations.

Schedule & Work Environment

This position primarily works evening and nighttime hours and requires flexibility based on resort operations. Availability may be required for weekends, holidays, special events, peak business periods, and emergencies. The position requires frequent movement throughout the resort and may involve indoor and outdoor work in varying weather conditions. The employee may be required to walk or stand for extended periods, navigate buildings and grounds, communicate by radio or telephone, and respond promptly to incidents throughout the property. Reasonable accommodations will be provided to qualified individuals as required by applicable law.

Other Duties

The PM Resort Manager may be asked to assist other departments or perform additional duties based on operational needs. This position serves as an evening leadership resource and works in partnership with department managers and supervisors to address immediate needs and ensure important concerns are communicated to the appropriate management team.

This job description describes the general nature and level of work expected of the position and is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Duties may be modified or additional responsibilities assigned based on operational needs.

Requirements

• Previous supervisory, security, hospitality, resort, hotel, customer-service, or related experience preferred.
• Previous leadership experience preferred.
• Strong guest-service, communication, and problem-solving skills.
• Ability to professionally handle complaints, conflicts, and challenging situations.
• Ability to prioritize multiple responsibilities and work independently.
• Ability to accurately document incidents and communicate important information.
• Ability and willingness to learn different areas of resort operations.
• Basic computer, telephone, radio, and technology skills.
• Valid driver's license and ability to meet Company driving requirements if operating a Company vehicle is required.