We are seeking a seasoned hospitality professional for an Assistant Director of Front Office for beautiful Ocean Edge Resort & Golf Club. This position assists the Director of Front Office, ensures the performance of the front office staff and monitors operations. The Assistant Director of Front Office ensures total guest satisfaction. The position manages administrative functions in accordance with established standards and ensures efficient and seamless guest registration, check out, telephone service, and shuttle service. In addition, the Assistant Director of Front Office assists with new-hire and on-going training and recruitment.

Key Responsibilities:

• Observes front office and guest services staff performance and encourages improvement; models personalized, anticipatory service.
• Monitors lobby traffic and makes staffing adjustments as required.
• Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
• Monitors special reservation requests and oversees rate changes on in-house guests.
• Resolves guest concerns, and implements resolutions by using discretion and judgment.

Maintains complete knowledge at all times of:

• All hotel features, services and hours of operation.
• All room types, numbers, layout, décor, appointments and locations.
• All room rates, special packages and promotions.
• Daily house counts and expected arrivals and departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures. * Reviews daily business levels, anticipates critical situations and assists in planning effective solutions to best expedite these situations.
• Assists in coordinating breaks for staff.
• Inspects grooming and attire of staff; rectify all deficiencies.
• Monitors staff interaction with guests, ensuring prompt and courteous service; resolves discrepancies with respective personnel.
• Assists staff with their job functions to ensure optimum service to guests.
• Observes guest reactions and confers frequently with staff to ensure guest satisfaction.
• Anticipates guests’ needs, responds promptly and acknowledges all guests.
• Promotes positive relations at all times.
• Monitors and handles guest complaints in accordance with hotel procedures.
• Adheres to hotel requirements for guest/employee accidents or injuries.
• Assists guests with reports of lost or stolen articles.
• Exhibits a friendly, helpful and courteous manner when dealing with guests or fellow employees.