Assistant Front Office Manager

Tiempo Completo

Join our award-winning team at Ocean's Edge, a stunning resort set on 20 acres of lush palm trees, inviting swimming pools, and luxurious guest rooms, all nestled within the relaxed charm of Stock Island. Embrace the opportunity to contribute to a premier destination that offers guests an unforgettable experience in a beautiful tropical environment. We provide competitive wages and generous benefits packages to create a fulfilling work experience in this beautiful destination.

The Assistant Front Office Manager is responsible for assisting the Front Office Manager in overseeing the operations of the Front Office Department. This role ensures that the department runs smoothly, efficiently, and upholds the highest service standards. The Assistant Front Office Manager leads and supervises the Front Office team, ensuring guests receive prompt, personalized recognition and service. In the absence of the Front Office Manager, they assume responsibility for the entire department, maintaining excellent service levels and ensuring guests have a memorable experience. The Assistant Front Office Manager serves as a critical link between the front and back office operations.

• Greet, check-in, and check-out guests at the Front Desk in a friendly, efficient, and courteous manner, adhering to company, hotel, and brand standards.
• Assist with scheduling, hiring, and training front desk employees as needed.
• Monitor, coach, and evaluate the performance of guest service representatives and night auditors.
• Respond promptly to guest inquiries regarding hotel services, facilities, restaurants, transportation, entertainment, and operating hours.
• Resolve guest challenges promptly, taking appropriate action to ensure 100% guest satisfaction.
• Build rapport with distinguished visitors; escort guests to their rooms, make welfare calls, and encourage feedback throughout their stay.
• Promote and maintain guest programs and special promotions.
• Accurately gather all necessary information when taking room reservations and adhere to the rate-quoting process.
• Follow all cash handling and credit policies meticulously.
• Ensure the timely and accurate delivery of packages, mail, and messages to guests and meeting rooms.
• Use proper two-way radio and phone etiquette when communicating with fellow employees.
• Fully understand and operate all relevant aspects of the Front Desk computer system.
• Perform all tasks and duties outlined in the shift checklist efficiently and on time.
• Complete bucket checks, room rate verification reports, and housekeeping reports.
• Balance and prepare individual paperwork for shift closure in accordance with hotel standards.
• Maintain a clean and organized work area.
• Assist guests with safe deposit box inquiries.
• Review the Front Office log daily for any relevant updates.
• Stay informed about current rates, packages, special promotions, and restricted dates.
• Stay familiar with all in-house groups and their requirements.
• Be knowledgeable about emergency procedures and assist when necessary.
• Fill in and support coworkers as needed to ensure the smooth operation of the department.
• Perform additional duties, special assignments, and projects as directed by management.

Qualification Requirements

• Ability to attend to guests, associates, and management in an attentive, friendly, courteous, and service-oriented manner. Strong customer service, written, and verbal communication skills are essential.
• Maintain a warm and friendly demeanor at all times.
• Must be able to communicate in English (speak, read, write) to effectively perform the duties of the job.
• Ability to listen, understand, and address concerns raised by employees and guests.
• Must be able to multitask, delegate, and prioritize to meet deadlines.
• Must attend all required meetings and training sessions.
• Ability to comprehend and apply complex information from various sources to achieve goals.
• Must maintain confidentiality of sensitive information.
• Must show initiative, including anticipating guest and operational needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform, attire, and nametag.
• Comply with company, hotel, and brand standards to encourage safe and efficient hotel operations.
• Must be able to maintain attendance and punctuality standards and be flexible to work varying schedules, including evenings, weekends, holidays, and extended hours as needed.

Education and Experience

• High School diploma/GED or equivalent education/experience is required.
• Experience in a hotel or related field is preferred.
• At least 2 years of front desk supervision experience required.
• Proficiency in Microsoft Office and hotel property management systems is required.

Physical Requirements

• Ability to stand, walk, lift, and perform manual tasks throughout the shift.
• Exert up to 50 pounds of force and lift up to 50 pounds occasionally.
• Visual acuity for preparing data and ensuring work quality.

Company Benefits

Oceans Edge Resort & Marina is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness, we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family’s needs as well as Vacation/Holiday benefits. For your financial wellness our resort provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our Hotel Room Discount programs provide additional incentives for choosing us as the employer of your future.

Oceans Edge Resort & Marina is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.