Front Desk Assistant Manager

Job Summary

The Front Desk Assistant Managers skill and abilities are often the first and last impression represented to our guests. It is the Front Desk Assistant Managers goal to ensure that we not only meet, but exceed, the expectations of our internal and external customers. The Front Desk Assistant Manager is to provide guidance and leadership, supervising and coaching our front office team; ensuring the delivery of consistent quality customer service.

Job Type: Full-Time

Pay 16.00 per hour

Age Requirement: Must be at least 18 years of age or older

Reports To: Front Office Manager

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

This position requires one-year Front Desk Agent experience or one-year management experience, preferably at Margaritaville Lake Resort

• All of the responsibilities of a Front Desk Agent and PBX Operator
• Primary shift will be 3:00 pm - 11:00 pm
• Increase level of guest satisfaction by delivery of an exceptional product through employee development
• Read the pass on logbook and white boards daily and take action accordingly
• Oversee a staff of up to 10 people; assign, coordinate and supervise work activities of Front Desk Agents and PBX Operators
• Ensure Front Desk Agents end of day reports are completed, including: shift closings, deposits, refunds, miscellaneous charges and guest responses
• Perform house counts and review daily arrivals, identify potential problems with rooms activity and take appropriate action
• Provide information and direction to staff to achieve 100% occupancy
• Prepare the Daily Scoop sheet to communicate resort activities
• Review out of order rooms daily to determine status and estimated date to return room to inventory
• Attend meetings as appropriate; stand up, staff, pre-con, holiday planning and any special meetings
• Respond and resolve guest requests, complaints or questions in a courteous and timely manner
• Assist in the development of the annual Front Desk Budget and assist to manage labor (scheduling) and expenses (inventory) based on both business and budget throughout the year
• Assist guest with safety deposit boxes
• Secure guest valuables by processing lost and found
• Other duties as assigned

Knowledge, Skills & Abilities

• Can maintain hospitality standards, enthusiastically greets guests, make eye contact, smile, engage in polite conversation, use the guests name, thank them and invite them back!
• Can use customer-oriented telephone etiquette to get information; greets callers, establishes rapport and projects professional tone
• Can cooperate with employees from all departments
• Has great attention to detail and works well under pressure in a fast-paced environment
• Ability to follow all Driftwood and Margaritaville Lake Resort policies and procedures
• Follows time management guidelines; allowing for paperwork and shift change information
• Able to accurately gather and report information to appropriate parties as requested
• Organized and able to prioritize workload; able to multi-task for the benefit for quality services
• Able to initiate and constructively develop positive team dynamics with management, peers and customers
• Demonstrates leadership and organization skills in assisting with the planning and implementing of changes where applicable
• Expresses ideas and conveys information clearly, effectively and professionally
• Takes pride in a job well done
• Knows all safety, emergency and accident prevention procedures as outlined in the Driftwood Hospitality Management Safety and Health Program
• Is Conscientious of and preserves hotel personnel and guest security, property and privacy at all times
• High school education required
• One-year Front Desk Agent experience or one-year management experience, preferably at Margaritaville Lake Resort
• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors
• Must have flexible schedule and be available days, nights, weekends and holidays
• Must demonstrate predictable, reliable and timely attendance
• Must have good mathematical and computer skills; typing 25 words per minute or more preferred

Physical Demands

• Requires rigorous activity: grasping, writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break
• Occasionally pushing, pulling, lifting and carrying of up to 25 lbs.
• Hearing; communication with guests and staff, audible alarm systems
• Specific vision abilities required include visual acuity; neat/distance vision and the ability to see color
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook