Front Office Manager

POSITION SUMMARY To manage front of the house operations ensuring that the highest standard of service and the best possible guest experience is maintained. Focusing on the mission statement and developing a culture that takes care of the environment and gives back to the community. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. ESSENTIAL FUNCTIONS Essential Functions Statement(s) • Understand, teach, and enforce Legacy Vacation Resorts Front Office Standards Manual including the “Six Principles of the Front Office” as listed in the standards manual as well as the common area standards and in suite standards as it applies as well as Safety and Security standards and requirements • Must be able to respond to the property and be on call as business needs necessitate and in some cases 24 hours a day 7 days a week • Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. • Manage and assist in all Front Desk operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation • Evaluate procedures and implement changes to enhance the guest experience • Ensure guest satisfaction by ensuring timely resolution for all guest inquiries • Work with Housekeeping and Maintenance on daily operations regards to guestroom status. • Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward • Interview, select and train new team members • Timely complete all financials including but not limited to team member payroll, end of the month P & L, reconciliation of petty cash and monthly inventory • Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly • Must be able to act as Resort Lead/MOD in all situations • Complete various additional tasks and assignments as needed/requested POSITION QUALIFICATIONS • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. • Communication, Oral - Ability to communicate effectively with others using the spoken word. • Communication, Written - Ability to communicate in writing clearly and concisely. • Customer Oriented - Ability to take care of the customers’ needs while following company procedures. • Detail Oriented - Ability to pay attention to the minute details of a project or task. • Friendly - Ability to exhibit a cheerful demeanor toward others. • Interpersonal - Ability to get along well with a variety of personalities and individuals. • Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous. • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. • Self Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative. • Tactful - Ability to show consideration for and maintain good relations with others. • Team Builder - Ability to convince a group of people to work toward a goal. • Time Management - Ability to utilize the available time to organize and complete work within given deadlines. • Working Under Pressure - Ability to complete assigned tasks under stressful situations. SKILLS & ABILITIES • Demonstrated leadership success in previous roles. • Ability to think critically and objectively and make quick decisions based on business demands. • Skillful in project planning/tasks and able to prioritize projects/tasks. • Excellent written and verbal communication skills. • Ability to work in an office environment as well as outside (heat and cold). • Ability to walk, stand and bend continuously throughout the day. • Bachelor’s Degree or equivalent is required. • Minimum five years hotel management experience. • Clean driving record and must be able to be insured under company insurance policy.