Hotel Front Desk Manager
Hotel Front Desk Manager
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1 Vacancy
Job Description
Sunseeker Resort Charlotte Harbor is currently searching for a Front Desk Manager!
The Front Desk Manager is responsible for all front desk functions and team members. The Front Desk Manager oversees Front Office ambassadors business center and concierge as applicable. Successfully execute all front desk operations including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.
All duties are performed in accordance with the department and Sunseeker Resorts policies practices and procedures.
Job Duties
- Manage the delivery and measurement of excellent guest service consistent with the Companys core service standards and brand attributes that exceed guest expectations. Respect Integrity Excellence Accountability & Teamwork.
- Work in partnership with the VIP Services Manager Reservations Manager Front Services Manager and Night Audit Manager in the of all Arrivals/Departures and VIP Service Standards.
- Assist in the training and development of all team members to ensure adherence to guest services standards within established departmental policies and procedures.
- Provide a positive empowering and productive work environment through setting an example and consistency of daily work habits and standards.
- Maintain confidentiality of department affairs and process detailed reports on occupancy and financials.
- 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 costeffective 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 fulltime equivalents (FTEs) per department policy.
- In partnership with leadership develop and/or modify systems and practices that create operational challenges in order to create unparalleled excellence in customer service.
- Properly utilize performance feedback recognition training and adherence to company policies legal requirements to create a work environment which promotes teamwork recognition mutual respect and team member satisfaction.
- Maintain all departmental assets and ensure all departmental areas (FOH and BOH) are clean and organized.
- Oversee the department in the absence of the Manager of Front Office and VIP Services.
- Supervise team members to ensure they are alert to all their duties and adhere to Company policies and procedures regarding safety health and welfare of the guest and the property and conduct disciplinary actions as needed.
- Evaluate staffing levels in accordance with business demand providing recommendations for adjustments whenever possible and monitors compliance of fulltime equivalents (FTEs) per department policy.
- Own all requests and complaints; resolve issues immediately and follow up to ensure the guests satisfaction.
- Be knowledgeable of Resort information to answer guest inquiries and ensure all Front Desk staff has confidence in their knowledge of Resort information.
- Complete all payroll related functions within payroll accounting system checking team member swipes and issuing payment for upsell commissions.
- Conduct hiring functions such as scheduling and conducting interviews issuing job offers and scheduling Property orientation.
- Ensure all service and regulatory related courses are completed Service Refresher Courses are provided and executed and that all staff are fully compliant.
- 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 guests satisfaction.
- Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services Facilities Security Front Services Front Office F&B Golf HR 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. Assume responsibility of Manager on Duty as needed.
- 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 EVerify to confirm the eligibility of all newly hired employees to work in the United States. For more details on EVerify visit everify. Preemployment drug screenings are required for this position as a condition of employment.
- Bachelors Degree in hospitality management or related field
- 24 years minimum experience in a guest service leadership role at a large scale luxury 500 room hotel/resort
- Experience at a AAA 4 diamond or Forbes property preferred
- Previous experience Hotel systems e.g. Maestro Opera Agilysys Kronos ALICE UKG Hotsos Assa Abloy Laso Phone Suite Sonifi preferred
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 decisionmaking 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.
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
Required Experience:
Manager
Employment Type
Full-Time
