Reports To: Guest Services Manager

Summary: The Front Desk Assistant Manager acts as the face of the Emerald Grande and ensures that our visitors, be it guests or owners, receive a warm welcome. This role manages the reception area, assisting the Guest Services Manager with coordinating all front desk activities, and supervising and supporting the staff. This person will assist with the compilation of reports and financial information as needed and requested.

Essential Duties and Responsibilities 

1. Interview, hire, train and develop all Front Desk staff
2. Lead the Front Desk operations to include check-ins and check outs
3. Assist with staff scheduling
4. Receive and respond to guest and owner inquiries and complaints
5. Coach and counsel staff for optimal customer service
6. Serve at the front desk on a regular basis, being present for busy check-in or check out period to include holidays and special event dates
7. Stock storage room with needed supplies
8. Coordinate on a regular basis with reservations/vacation sales, housekeeping, maintenance, marketing, bell services, and revenue management for operational excellence
9. Serve as a partner with Wyndham leadership on the management of booking and allocating Wyndham inventory
10. Other duties as assigned

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty with confidence. 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.

Education and Experience Requirements 

High school diploma or general education degree (GED); 2-3 years’ experience front desk experience with minimum of 1 year in management. 

Knowledge, Skill and Ability Requirements 

Knowledge 

• Exceptional leadership and interpersonal skills and attention to detail
• Good business sense
• Initiative, drive, and enthusiasm
• Ability to handle multiple requests and operational demands with a high degree of professionalism, operating often with time sensitive deadlines
• Ability to work a flexible schedule 
• Excellent computer and writing skills

Key Competencies 

Key Competencies include strong work ethic, negotiating and closing, attention to detail, relationship builder, multi-tasker, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable. 

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Qualifications 

Availability Open and operational seven days a week. Employees are required to be available to workdays, nights, weekends, and holidays. 

License Requirements Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. 

Language Skills Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to speak effectively before groups of customers or employees of organization. Ability to communicate in Spanish a plus.

Physical Demands. While performing the duties of this job, the employee will regularly walk, pushing a linen/supply cart regularly upon occasion; reach with hands and arms; talk and hear. The employee will stand; walk and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift 5-10 pounds regularly and over 10 pounds, with assistance, upon occasion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical environment requires the employee to work mostly inside in climate-controlled conditions.