Assistant Director of Front Office

Overview

South Florida’s beacon of hospitality, Pier Sixty-Six Resort, has returned to Fort Lauderdale. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is a home to the extraordinary luxury resort hosting 325 guest rooms, suites, and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options, and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room, and most importantly, a focus on you as an individual, including your welfare and well-being. Pier Sixty-Six invites dedicated, energetic, and polished hospitality enthusiasts eager for growth and stardom to join our team and enjoy highly competitive wages, comprehensive benefits, and a culture that honors and respects you.

We currently have an opportunity for a well-rounded and seasoned Assistant Director of Front Office to join our Pier Sixty-Six Resort opening team!

Assistant Director of Front Office is responsible for the management of all aspects of the Front Office functions (Front Desk, Bellman and Call Center), in accordance with Pier Sixty-Six standards, AAA and Forbes Travel Guide Standards, who directs, implements, and maintains a service and leadership culture which encourages both team members and guests to seek moments to be extraordinary.

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, however busy and at any time of day, while maintaining positive guest relations.
• Resolve guest complaints, ensuring guest’s complete satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• 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 Ensure that current information on rates, packages and promotions is available at the Front Desk and that all team members are knowledgeable on such.
• Review daily business levels, anticipate critical situations, and plan 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. Monitors their activities to ensure that standards are being met, the team is being supported, and guest needs are being met.
• Conduct pre-shift meetings with team members and review all information pertinent to the day's business.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to alleviate the pressure and process the guest expediently, avoiding congestion in the Resort Lobby.
• Monitor and ensure that express check-outs are processed through the system.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Act in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively to any hotel emergency or safety situation.
• Monitor and ensure all cashiering procedures comply with accounting policies and standards.
• Review the previous night's no-sh