Assistant Front Desk Manager

Responsibilities

• Must have at least 1 year of previous Front Desk experience and at least 1 year of previous management or supervisory experience.
• All of the responsibilities of a Front Desk Agent, Front Desk Rooms Controller and PBX Operator (a job description for each of these positions can be provided upon request).
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Read the pass on logbook and white boards daily and take action accordingly.
• Oversee a staff of up to 10 people. Assign, coordinate, and supervise work activities of Front Desk Agents and PBX Operators.
• Ensure Front Desk Agents end of day reports are completed including; shift closings, deposits, refunds, miscellaneous charges and guest responses.
• Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
• Provide information and direction to staff to achieve 100% occupancy.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Review out of order rooms daily to determine status and estimated date to return room to inventory.
• Attend meetings as appropriate; stand up, staff, pre-con, holiday planning and any special meetings.
• Respond and resolve guests’ requests, complaints or questions in a courteous and timely manner.
• Assist in the development of the annual Front Desk Budget and assist to manage labor (scheduling) and expenses (inventory) based on both business and budget throughout the year.

Qualifications

• Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name, thank them and invite them back!
• Uses customer-oriented telephone etiquette to get information.
• Greets callers, establishes rapport and projects professional tone.
• Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment.
• Able to scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.
• Is organized and able to prioritize workload; able to multi-task for the benefit of quality services.
• Has superb communication skills; oral and written, ability to handle difficult people.
• Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear.
• Takes pride in a job well done.
• Has great attention to detail and works well under pressure in a fast-paced environment.
• Cooperate with employees from all departments.
• Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times.
• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.
• Must have a flexible schedule and be available days, nights, weekends and holidays.
• Must have good computer skills; typing 40 words per minute or more preferred.
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook.

Physical Requirements

• Writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break.
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.