Assistant Front Office Manager

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

Located on the water in Port Charlotte, Sunseeker Resort Charlotte Harbor brings breezy Florida resort life within easy reach. Here, awe-inspiring accommodations and guest service excellence are the norm. From floor-to-ceiling windows to at-your-fingertips technology, Sunseeker hotel rooms offer style and substance beyond expectation.

The Assistant Front Office Manager oversees the daily operations of all Front office related areas including but not limited to front office, guest arrival and departure, call center, reservations, and more to ensure that standards and strategic objectives are being upheld. This leader will play a vital role in guest satisfaction, revenue management, team engagement and training. (this position will be a flex shift schedule and require some overnight shifts each week)

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

Job Duties

• Assist with the operational functions within the department consistent with the strategic plan and vision for the department, the division, and the property.
• Assist with monitoring the daily operations and consistently support Front Office team members in their knowledge of how to execute Standard Luxury Service Expectations and Standard Operating Procedures. Assist with managing the delivery and measurement of guest service within the Front Office consistent with Sunseeker Resorts' core service standards and brand attributes.
• Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction, quality hiring, and training.
• Consistently promote the importance of team-oriented philosophies and working as an exemplary example of operating as a team with the highest expectations of oneself and the mission of producing seamless operations and luxury level service and product.
• Maintain effective communications with all hotels operational departments to effectively resolve situations impacting guest service or malfunctions of departmental equipment. Thoroughly record all Incident Reports, Guest Services reports, VIP reports, and maintain Shift Notes.
• Supervise the service levels of the Front Office Team Members. Make recommendations necessary for any operational procedures, or service philosophy adjustments.
• Possess complete comprehension of iHotelier, Internet, Extranet, and wholesale forecasting.
• Possess complete comprehension of Sunseeker Resorts' Property Management System (PMS), Maestro. Understand, and be able to effectively communicate, how the interfaces between the PMS and the various Point of Sale (POS) system's work.
• Ensure guest complaint resolution procedures are implemented within the view of the property's philosophy and service.
• Complete and review employee work schedules and work closely with Front office management to balance employee needs with work demands.
• Respond to emergency situations, accordingly. Respond to any Security related incidents.
• Perform all duties as deemed necessary for the success of the department.
• Coordinate hotel related projects with Housekeeping and Engineering to ensure rooms are placed out of service for labor to be completed.
• Maintain guest arrival / departure lines and the overall appearance of the lobby to provide a proper welcome statement to guests.
• Complete all payroll related functions within payroll accounting system checking employee swipes and issuing payment for up-sell commissions.
• Manage the Front Desk operations through manual processes as needed during any system downtime.
• 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
• Continue to learn and be on the forefront of new technology for the hotel industry
• 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, employee relations, team cooperation, financial responsibility and asset management
• Ensure all accounting, payroll and employee 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.

Other Minimum Requirements

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