St. Joe Club & Resorts

Front Office Manager

US-FL-Rosemary Beach
2 weeks ago(12/4/2017 6:45 PM)
Job ID
2017-2543
# of Openings
1
The Pearl Hotel
Category
Lodging

Overview

Position Type: Salaried
Position Status: Full Time
Availability:
Open. Must be available to work weekends and holidays.
 

Primary Responsibility

To lead the Lodging team to provide the highest level of guest service at all times for new and returning patrons.  Front Office Manager scope of responsibilities include the Front Desk Agent, Night Audit, Bell staff, Concierge and Beach Attendant(s). To ensure St. Joe Club & Resorts standards are met in all areas by monitoring quality assurance, and consistently setting a good example.

Responsibilities

  • Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals.
  • Attend to guest and group special needs and solve tricky problems with confident graciousness.
  • Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
  • Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance.
  • Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
  • Facilitate hiring process, including interviewing, training, and evaluating job performance. Provide ongoing training and development to all positions.
  • Train by instruction and practice, both formally and on-the-job; and update staff on any laws or regulations necessary to perform their tasks.
  • Interact with all employees in the Lodging Department. Evaluate, coach, counsel and provide leadership support.
  • Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment..
  • Control all expenditures relating to the department, including, labor and supplies.
  • Provides courteous, personalized, attentive, sincere, consistent Guest Service by responding promptly and efficiently to inquiries, request & complaints. Exhibit hospitality while striving to exceed Guest expectations
  • Resolves difficult or unusual problems arising with Guests, while maintaining good Guest relationships, demonstrating outstanding hospitality through the corrective action taken.
  • Continually models and drives a culture of making personal connections to delight guests.
  • Foster a culture where colleagues focus on their role of doing whatever it takes to exceed guest expectations while performing multiple functions.
  • Assists in the preparation of the annual Lodging budget
  • Balance operational, administrative, Colleague and Leadership needs
  • Coordinates pre-blocking of rooms for guests arriving with special requests
  • Coordinates the assembly of package collaterals for group and VIP arrivals
  • Ensures communication of VIP arrival to Manager on Duty who welcomes VIP’s and provides escort to room
  • Facilitate the resolution of room status discrepancies with the housekeeping department
  • Monitors the daily pace of guest arrivals and departures
  • Checks the status of all Out-of-Order rooms on a daily basis
  • Ensures adherence to department and St. Joe Club & Resorts guidelines, policies, and procedures
  • Participates in pre-convention meetings
  • Evaluate individual employee training needs and requirements for advancement
  • Prepares weekly schedules
  • Effective purchasing and tracking maximizing department profitability
  • Conducts daily department pre-shift meetings and monthly department meetings
  • Responsible for the accurate recording and submittal of payroll information
  • Prepares reports as required  
  •  Ensures the prompt satisfaction of guest requests and the exceptionally professional and courteous resolution of guest complaints
  • Develop close and effective working relationships with all supporting departments, particularly with Housekeeping, Engineering, and Sales
  • Act as Manager on Duty, when duty calls.

Qualifications

  • Previous experience as a Front Office Manager is heavily preferred, but not required
  • Bachelors degree in Hospitality, Hotel/Resort Management, or other tourism fields is preferred.
  • Extensive knowledge of Front Office operations, preferably in a luxury property is preferred
  • Minimum of three years in a supervisory role in Rooms/Lodging operations is required.
  • Thorough knowledge of reservations systems.
  • Proven leadership skills which supports and environment of employee growth and development, interdepartmental teamwork and exceptional customer service
  • Superior interpersonal and communication skills, both written and verbal and the ability to work well with co-workers and the public.
  • Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment.
  • Attention to detail and organizational skills are a must.
  • Strong time management skills and ability to prioritize work.
  • Positive demeanor with ability to speak confidently.

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