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.