ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
Reports to: Hotel Manager
Charleston Harbor Resort and Marina, rated as the #1 resort in South Carolina, has a fantastic opportunity for an Asst Front Office Manager to join our team. We offer FREE Parking, FREE associate shift meals and other benefits in an upscale Resort setting. The prime candidate will take pride in their work and demonstrate high levels of integrity.
The Asst Front Office Manager is responsible for leading all operational activities of the hotel's Front Office, in order to provide the highest standards of courteous service, while meeting and exceeding profit levels. Candidate will also be responsible for ensuring that standards are met.
The Asst Front Office Manager must be able to communicate effectively, verbally and written, to provide clear direction to staff. Candidate will be responsible for selecting and interviewing staff members, training, supervising, evaluating, and administering progressive disciplinary procedures for the front office staff, in order to ensure that the CHR&M high standards of quality are met. Candidate must be able to interact positively with guests and take action to resolve issues, to the satisfaction of guests and the Resort. Candidate spearheads customer service focus throughout the Front Office and participates in hotel quality forum, focusing on continuous improvement.
ESSENTIAL FUNCTIONS/RESPONSIBILITES:
- Assure guest service standards are being applied consistently to all hotel and departmental policies and that procedures are followed and adhered to
- Proactively identify guests’ needs and coordinates with departments, to ensure they are met.
- Maintains department efficiency indicated by budget and outlook forecasts
- Provide overall direction, coordination, and evaluation of the Front Office departments
- Assisting the Managers on Duty and Supervisors in ensuring employees are performing their daily tasks according to the CHR&M Standards
- Maintaining a high level of professional appearance, demeanor, and ethics in dealing with guests, co-workers, and subordinates
- Intercepting all guest issues and responding directly to guests on behalf of the CHR&M and in the best interest of each guest
- Facilitates and schedules departmental meetings, pre-con meetings for groups staying at the hotel, management/trainee meetings, and hotel management meetings, as required
- Preparation of all reports and paperwork; ensuring all reports for management are completed accurately and submitted in a timely manner
- Performs all special projects as requested by General Manager
- Organizes scheduling of the Front Office management team according to business levels and needs
- Authorizes payroll on a bi-weekly basis
- Reviews current day's expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered
- Ensures good safety practices of employees and guests throughout the hotel, as well as proper emergency and safety procedures if necessary
- Monitors and controls daily revenues and expenses, by ensuring procedures are followed and proper controls are in place
- Assists the accounting department in resolving various billing issues on guest folios
- Develops strong working relationships with other department managers and directors, in order to ensure communication and teamwork is at an optimum
- Conducts interviews and performs reference checks of potential new hires
- Organizes and administers on-the-job training for new employees and monitors training programs for hotel school interns
- Participates and present in training classes set up by the CHR&M
- Follows proper cash handling procedures outlined in the bank contract and within the training manual
- Complies with all Resort policies, procedures, and standards of operation
- Follows all SOP's regarding recycling efforts and environmental initiatives
- Performs any additional tasks or projects, as required
- Acts as the final authority in dealing with all individual guest issues as they occur and tries to resolve the issues to a satisfactory outcome for the guest/Resort and updates guest history accordingly
- Empowers associates to provide excellent customer service
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuously improving
- Ensures associates understand expectations and parameters
- Solicits associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns
Qualifications/Requirement:
- Attain a high propensity for customer service
- Must be proficient with all Microsoft systems
- Broad knowledge of Opera PMS, HOTSOS and Go Concierge systems is a plus
- Previous leadership experience in a luxury resort environment is a plus
- College Degree in hospitality or business-related field preferred
- Ability to effectively present detailed information, both verbally and in written form to guests, and to employees throughout the organization
- Must be flexible with scheduling to include mornings, nights, night audit, holidays, and weekends
A minimum of four years of Front Desk experience in a property of similar size and quality is required. Two years of front desk management experience, prior opening experience preferred. Ability to read and comprehend complex correspondence
Applicants must be able to pass a drug test and background check.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Hotel experience: 1 year (Preferred)
Work Location: In person
