Assistant Manager - Hotel Front Desk

Summary:

To assist with direction, supervision and provide leadership for the Ocean Reef Club Front Desk operations to achieve the highest levels of Member and Guest satisfaction, quality service and compliance with ORC policies and procedures while meeting and / or exceeding financial goals.

This position is responsible for the assistance with short term planning and day-to-day operations of the Front Desk. Assists manager with the implementation and monitoring of the Departments’ budget and manages all payroll and expenses within approved budget guidelines. 

Team based support with all other departments within the Lodging Division – supervision, training, and quality services.

Essential Duties and Responsibilities:

In addition to the following duties and responsibilities, other duties may be assigned:

• Assist with implementation of ORC programs and assist Front Office Manager with the Inn Operation for the Front Desk to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the Club Members and Guests. Assist Front Desk, PBX, and Mail Distribution when necessary.
• Assist in development, implementation and monitoring the departmental budget, annual contracts and commissions to maximize revenue and minimize expenses while ensuring adequate supplies and staff are available to provide top quality Member/Guest service.
• VIP and Special Attention Guests - Run accurate room status reports in a timely manner and relay necessary information to affected departments and individuals. Satisfy room assignments and special requests. 
• Remain current with daily arrival / departure patterns. Manage room inventory on arrival to effectively maximize revenue and occupancy for the Inn and Vacation Rentals while balancing with all room requests.
• Maintain a cohesive relationship with the Sales Team to enhance communication on individual site visits, attending pre-convention planning, group on-site activities, special billing details, and other meeting planner / group contact needs.
• Resolve Member/Guest Opportunities; anticipate potential problems by reviewing and monitoring complaints, operational issues, and business flow and associate performance to ensure high levels of customer satisfaction and quality assurance.
• Coordinate the Lodging Division Leadership regarding Member / Guest Comment response. Capturing comments, analysis, and providing timely and professional response. Using the date learned and trend analysis, both positive / negative, to make recommendations for service and facility improvement.
•  Assist Front Office Manager with the management of the Human Resources within the departments in order to attract, retain, and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication as appropriate.
• Participates in Reservations Training and Systems Support and helps to facilitate Front Office associate after hour reservation call coverage – nights and / or weekends as business levels determine.
• Maintain good working relationships and open lines of communication with all other departments. Monitor and maintain the operational systems, equipment and vehicles to ensure their optimum performance.
• Perform special projects, reports and other responsibilities as assigned. Participate in task forces and committees as requested.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Commitment to the highest levels of hospitality, staff development and member/guest relations.
• Ability to achieve excellent member/guest relations and maximize member/guest satisfaction. 
• Strong leadership and management skills, effective planning and organizational abilities.
• Strong oral and written communication skills, including great attention to detail.
• Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the industry.
•  Ability to enforce all ORC rules and SOPs.
• Computer / Accounting skills: Windows, MS Word, Excel, Outlook, Visual One, Delphi.
• Microsoft Power Point – administration of the Club’s Digital Signage

Education and/or Experience:

·        Four-year college degree preferred or equivalent education/experience. 

·        Three to five years of experience in a related position.

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