Front Office Manager

Job Details

Description

Sunseeker Resort Charlotte Harbor is currently searching for a Front Office Manager!

The Front Office Manager is responsible for overseeing the daily operation of our Main Tower Front Office Operations and the VIP experience at our signature Sunsuites™. This role oversees the hiring, training, mentoring of the Front Office & VIP ambassadors and executes all front office/VIP operations, including guest arrival and departure procedures/experience, call center & business center operations, and continually improve guest and team member satisfaction and maximize the financial performance of the department.

All duties are performed in accordance with department and Sunseeker Resorts policies, practices and procedures.

Job Duties

• Manage the delivery and measurement of excellent guest service consistent with the Company’s core service standards and brand attributes that exceed guest expectations. Respect, Integrity, Excellence, Accountability & Teamwork.
• Oversee a team of Front Desk Managers, Assistant Managers, Front Desk/VIP Ambassadors, Concierge, Call Center Representatives, Rooms Coordinators and Night Auditors and lead, train, and coach them on every aspect of guest experience from pre-arrival to arrival to departure and monitoring each step of their guest experience in between.
• Work in partnership with the Front Services Manager in the execution of all Arrivals/Departures experience.
• Work in partnership with the Housekeeping Managers to ensure all guest rooms are ready prior to arrival.
• Work in partnership with Food & Beverage to ensure VIP lounge is stocked daily and replenished with food & beverage items, along with ensuring delivery of all amenities and VIP items as necessary.
• Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements.
• Respond to and resolve team member complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
• Operate smooth, efficient, cost-effective operations, including labor management, supervision of all aspects of services and inventory control.
• Supervise staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
• In partnership with the Director of Rooms, develop or modify systems or practices that create operational challenges, or impede our commitment to unparalleled excellence in customer service.
• Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and team member satisfaction, quality hiring, and training.
• Ensure Hotel property and equipment is properly used and maintained.
• Exercise discretion and independent judgment when evaluating new programs, new services, and new ideas.
• Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
• Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards.
• Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience.
• Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Front Services, Front Office, F&B, Golf Course and Executive Offices
• Foster a management team that possesses and delivers on key strategies of guest service, team member relations, team cooperation, financial responsibility and asset management.
• Ensure all accounting, payroll and team member relations matters are handled in compliance with company policy.
• Perform other functions as needed.
  
  

Minimum Requirements

Combination of Education and Experience will be considered. Sunseeker Resorts performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov.

• High school diploma, GED, or equivalent.
• 2-4 years minimum experience as Front Office Manager or similar role, at a hotel/resort with over 300 rooms.
• 2 years minimum in guest services experience for a AAA 4 diamond or Forbes standards.
• Minimum age of 21 years old
  
  

Other Minimum Requirements

• Ability to work varied shifts, including weekends and holidays.
• Working knowledge of Microsoft Office
• Excellent customer service skills
• Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
• Must possess mature personal discretion and sound judgment.
• Strong leadership abilities, sound judgment, superior problem solving and decision-making skills.
• Excellent organizational, analytical and project management skills, with particular attention to quality and detail
• Interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Able to effectively communicate in English, in both written and oral forms.
• Previous supervisory team experience in a larger integrated resort/hotel setting.
  
  

Sunseeker Resorts is an Equal Opportunity Employer (EOE) and is committed to creating a diverse workplace environment. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.

For more information, see www.sunseekerresorts.com