What are the responsibilities and job description for the Assistant Front Desk Manager position at PGA National Resort (Salamander Collection)?
Now hiring for PM and AM shift.
Summary: Assist the Front Desk Manager in supervising the front desk area while maintaining data on room occupancy, and communication with Sales, Housekeeping and Catering concerning arrivals and departures. Report to the Front Desk Manager / Director of Rooms.
Essential Duties and Responsibilities: Include the following. Other duties may be assigned.
- Greet all guests upon arrival with a warm welcome.
- Maintain performance standards of front desk personnel toward guests.
- Diplomatically handle guest complaints in the absence of the Front Desk Manager, including situations that arise when hotel is oversold, irate guests, etc.
- Maintain accurate records of accounts at front desk, making sure all posting is correct according to procedure.
- Keep open communication between front desk and key departments.
- Assist front desk manager as needed.
- Relieve and substitute for employees as necessary.
- Review log book daily for information from previous shifts, keeping desk agents up to date on any updates.
- Direct, train, retrain, discipline and supervise front desk clerks.
- Provide front desk manager with reports as needed.
Qualification Requirements: 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.
- Ability to communicate with and discipline front desk staff along with other resort departments, especially Accounting, Sales and Catering.
- Ability to prepare computer reports and room keys utilizing general office equipment.
- Maintain the accuracy of records and posting room charges.
- Pleasant demeanor with guests of the resort.
Education and Experience: High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity a plus. Reservation knowledge is helpful.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Before making the decision, know what is at stake and know the consequences.
Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.
Physical Demands: While performing the duties of this job, the employee is regularly required to stand, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee must have the ability to stand at the front desk for at least 8 hours of the shift.
