Front Office Manager

Position Title: Front Office Manager December 2019

Resort and Location:

Job Code:

Department: Front Office

FLSA Status: Exempt

Reports To: General Manager

Position Summary:

The Front Office Manager reports directly to the General Manager.

Core responsibilities include the following, but are not limited to:

Supervises all Front Desk operations as performed by Managers on Duty, Front Desk and Night Audit team members at Williamsburg Plantation. Is accountable for staffing, training counseling, scheduling, evaluating, mentoring and coaching all personnel. The Front Office Manager is the second person of contact for related issues after the Front Desk Manager on Duty or Front Desk Supervisor. Directly accountable for Front Office RCI and Interval International scores for Check in/Check out.

Follows all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests’ service needs; assists individuals with disabilities; thanks guests with genuine appreciation. Reports accidents, injuries, and unsafe work conditions to manager. Speaks with others using clear and professional language; answers telephones using appropriate etiquette. Develops and maintains positive working relationships with others. Ensures adherence to quality expectations and standards.

Specific Responsibilities:

• Manages and supervises activities of Front Desk team members assuring adherence to Resort standards and guidelines as outlined in the Daily Management Employee Handbook.
• Provides coaching, training, and disciplinary actions as necessary in accordance with Daily Management’s Coaching and Counseling Guidelines.
• Upholds all company policies and procedures; maintains confidentiality of proprietary information; protects company assets.
• Maintains a friendly, professional, positive and courteous service-oriented work environment and assures that team members subscribe to this culture.
• Upholds the Resort’s commitment to hospitality and outstanding customer care
• Interviews and recommends final selection of all Front Desk team members.
• Oversees training, cross-training, and retraining of Front Desk team members
• Responsible for team member scheduling while working within the department’s allocated staffing budget
• Evaluates team members annually, and assures that new hires are evaluated after 90 days
• Maintains working relationships and communicates with all departments, contracted Housekeeping services, vendors and suppliers
• Manages operating expenses and purchases for the department, orders office supplies for the Department
• Consistently resolves guest problems, complaints and special requests quickly, efficiently and courteously.
• Completes and follows through on Guest Incident Reports following Daily Management protocol
• Verifies accurate room status information is maintained and properly communicated
• Monitors occupancy forecasting
• Is aware of and enforces all fire-life-safety procedures. Remains current on all updates with regards to new procedures and training. Ensures staff is fully trained in emergency procedures. This position is a member of the Resort’s emergency response team.
• Conducts regularly scheduled meetings of Front Desk personnel, keeping staff informed of all activities in the Resort, reinforcing standards of excellence and promoting a strong team atmosphere and culture.
• Review daily Front Desk work and activity reports generated by Night Audit.
• Review Front Desk scores and guest feedback forms sharing results with Front Desk team members toward improving guest satisfaction
• Promptly corrects and adjusts Marketing stay errors
• Performs other duties as requested by management

Managerial Responsibilities:

This position supervises front desk staff. This position is responsible for the overall direction, coordination and evaluation of the front desk. Carries out managerial 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.

Position Requirements (Skills/Abilities):

Experience:

Three to five years of hospitality-related management experience is required. Timeshare or Resort management experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel and Word.

Education:

Associates Degree, or three to five years of related experience and/or training; or equivalent combination of education and experience.

Flexible Scheduling:

Must be able to work evenings, weekends and holidays.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, or crouch. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and, to talk, hear and/or smell. The employee must regularly push, pull, lift and/or move 10-25 lbs. And occasionally push, pull, lift and/or move 50 or more pounds with assistance. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings.

Standards of Appearance:

This position is highly visible in all resort area. Team members must present a clean professional appearance and must adhere to Daily Management, Inc. procedures regarding Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note:

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.

I hereby certify that I have reviewed and understand all elements of this position description and will fully comply as a team member of the Daily Management, Inc.