Ocean Edge Resort & Golf Club on beautiful Cape Cod is seeking candidates for Director of Front Office. This position is responsible to manage the planning and performance of the resort’s Front Office Department, including the Front Desk, PBX, Bellstand and Luggage Attendants, Shuttle Drivers, Concierge and Gate Attendants.
Duties of this position include:
- Maintaining a professional and high-quality service-oriented environment at all times.
- Reviewing of VIP reservations and ensuring proper handling of VIPs and groups, administering amenity orders, and resumes for incoming guests.
- Resolving guest concerns and implementing resolutions by using discretion and judgment.
- Visibility in the front of the house during high traffic times to assist the front desk team and to ensure smooth guest service to include monitoring lobby traffic and making staffing adjustments as required.
- Serving on the Manager on Duty rotation.
- Maintaining complete knowledge at all times of:
- All hotel features, services and hours of operation.
- All room types, numbers, layout, décor, appointments and locations.
- All room rates, special packages and promotions.
- Daily house counts and expected arrivals and departures.
- Room availability status for any given day.
- Scheduled in-house group activities, locations and times.
- All hotel and departmental policies and procedures.
- Reviewing daily business levels, anticipating critical situations and assisting in planning effective solutions to changing conditions.
- Ensuring good communication between all departments and the front office to better serve our guests, most notably with the Housekeeping Department to improve guest services and foster cross departmental communication.
- Communicating with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and/or attends meetings to obtain and disseminate pertinent information.
- Assisting in interviews and selection, training of staff as well as counseling and disciplinary procedures.
- Constantly monitoring staff performance and ensuring that all procedures are carried out according to departmental standards.
- Managing and monitoring activities of all employees in the Front Office department ensuring adherence to the standards of excellence and to the guidelines set in the employee handbook and hotel policies and procedures.
Requirements:
Preference will be given to candidates who possess:
- A Bachelor's degree from a four-year college or university; or 4 years related experience.
- Previous hotel and front office operations experience is a must.
- Minimum of 1year of experience as a front desk manager in a hotel, preferably a resort.
- Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
- Interpersonal skills to provide overall guest satisfaction.
- Ability to work under pressure and deal with stressful situations.
- Ability to multitask and manage multiple areas at one time.
- Must perform Front Desk shifts as needed to ensure efficient operations.
- Must be able to work a flexible schedule including nights and weekends.
- Knowledge of Paycom payroll system preferred.
- Other duties as assisgned.
Job Type: Full-time
Pay: $90,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
