Crescent Hotels and Resorts Front Office Manager, PGA National Resort & Spa in Palm Beach Gardens, Florida
Essential Duties and Responsibilities: Include the following. Other duties may be assigned.
• Supervise all Front Desk Agents, Bell, Valet, PBX & Front Office Supervisors.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Create and post all Front Office associate schedules.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance standards and be available to work on a regular basis.
• Perform any other job-related duties as assigned by Director of Front Office.
• Diplomatically handle guest complaints in the absence of the Director of Front Office, including situations that arise when hotel is oversold, irate guests, etc.
• Assist the Director of Front Office 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. 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: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. If the situation becomes uncomfortable for you to handle, ask for supervisor’s assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)