Summary: Under the direct supervision of the Front Office Manager, this position maintains the efficient operations of the Front Desk, Night Audit and Guest Service areas by providing guests with the highest degree of hospitality and service. Strives for the highest possible occupancy levels while controlling wages and other expenses. Requires previous experience in a Front Desk leadership role at a hotel/resort.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

• Establishes and maintains proper credit procedures, eliminating bad debt and rebates whenever possible.
• Maintains proper staffing in all applicable areas.
• Maintains all equipment and supply inventory.
• Helps identify and train appropriate shift personnel to solve minor problems with the computer system.
• Communicates with sales and reservations to ensure all guest room rates are correct.
• Ensures that each guest receives prompt and courteous reception and service.
• Communicates with Housekeeping throughout the day for all rooms needed for check-in.
• Attends pre-con meetings, as needed.
• Oversees all group room blocks, billing VIPs and special requests.
• Tracks all special corporate accounts for production and value.
• Ensures al Accounting policies and procedures are adhered to.
• Handles all guest problems with courtesy, concern and sincerity.
• Assists in pre-registration and blocking of reservations as necessary.
• Assists in training of new staff.
• Works with staff to balance at end of shift and ensures completion of shift check list.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Assist with Revenue Management, budgeting and forecasting.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service –Adheres to the Coral Hospitality Basics of Service standards. Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills – Maintains confidentiality; Keeps emotions under control.
• Teamwork – Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Ethics – Treats people with respect.
• Professionalism – Reacts well under pressure; Treats others with respect; Follows through on commitments.
• Quality – Monitors own work to ensure quality.
• Quantity - Works quickly.
• Safety – Observes safety and security procedures.
• Planning/Organizing - Uses time efficiently; Plans for additional resources; Organizes or schedules other people and their tasks.
• Adaptability – Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Keeps commitments; Commits to long hours of work when necessary to reach goals.
• Initiative – Volunteers readily.

Supervisory Responsibilities: Supervises 10 – 15 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience: Fifth year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

Computer Skills: Extensive knowledge of PMS, Opera, Synaxis, GDS, CRS and Microsoft Office.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.