Assistant Director of Front Office

About the role

Pier Sixty-Six Resort is seeking an Assistant Director of Front Office to manage all aspects of the Front Office functions, including Front Desk, Bellman, and Call Center, in alignment with Pier Sixty-Six standards, AAA, and Forbes Travel Guide standards.

Responsibilities

• Maintain complete knowledge of and comply with all resort and departmental policies/service procedures/standards.
• Ensure efficient operation of the Front Office team with an efficient handover.
• Ensure the Front Office team is knowledgeable and fully adheres to both Pier Sixty-Six Resort and Forbes standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, regardless of the level of busyness and at any time of day, while maintaining positive guest relations.
• Resolve guest complaints, ensuring guest’s complete satisfaction.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layouts, decor, appointments, and locations. All room rates, special packages, and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures.
• Maintains software knowledge of systems utilized within the resort.
• Establish par levels for supplies and equipment.
• Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Monitor expenses (office supplies, operating supplies, uniforms).
• Track actuals against budget.
• Reviews and monitors the schedules of the Front Office team to ensure productivity and adequate support based on operational needs.
• Makes sure that current information on rates, packages and promotions is available at the Front Desk and that all team members are knowledgeable on such.
• Reviews daily business levels, anticipates critical situations, and plans effective solutions to expedite them effectively.
• Reviews and monitors the schedules of the Front Office team to ensure productivity and adequate support based on operational needs.
• Makes sure that current information on rates, packages and promotions is available at the Front Desk and that all team members are knowledgeable on such.
• Reviews the previous night's no-shows, verifies and ensures billing of such.
• Assists Accounting in researching all disputed charges and contacts guests where required to explain disputes regarding Front Office procedures.
• Anticipates sold-out situations and knows how many rooms are overbooked.
• Handles overbooked or "walked" guests.
• Audit surrounding area hotels daily for room status, rates, discount rates, and packages.
• Maintain a current list of available locations for walk situations.
• Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards.
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure each room's accurate status, the rooms' readiness for check-in, and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review the status of each account.
• Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
• Review requests for late check-outs and approve them according to occupancy.
• Communicate this information to Housekeeping and all necessary team members.
• Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return to room inventory.
• Ensure training checklists and new hire onboarding materials are updated and adhered to by the appropriate leader.
• Provide feedback to team members on their performance.
• Handle disciplinary problems and counsel them.
• Foster and promote a cooperative working climate, maximizing productivity, team member morale, and engagement.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit them via Alice.
• Contact Engineering Leadership directly for urgent repairs.
• Review the status of assignments and any follow-up action with the on-coming Manager on Duty.

Qualifications

• High school diploma or equivalent.
• Completion of College Level courses with a concentration in Business or Hospitality is strongly desirable.
• Five (5) or more years of experience as a manager or similar role, preferably in a luxury 4 or 5-star/diamond hotel or resort.
• Thorough knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Stat Standards.
• Certification in CPR is highly preferred.
• Ability to effectively communicate with guests, vendors, and co-workers, both verbally and written.
• Strong organizational, motivational, interpersonal and multi-tasking skills.
• Strong critical thinking, problem-solving, judgment, and decision-making abilities.
• Strong verbal and written communication skills.
• Fluent in multiple languages is highly preferred.
• Ability to cope effectively with change, comfortably handle risk and uncertainty, and shift gears at a moment’s notice while remaining composed under pressure.