JOB DESCRIPTION – Front Office Manager

Location: World Quest Resort, Orlando, FL

FLSA Status: Exempt Salary

Reports to: Resort Manager

Job Responsibilities

• Responsible for overseeing and managing the front office department, night audit procedures, resort facilities and amenities, owners and customer relations. Occasionally MOD shifts will be assigned.
• Ensure proper staffing levels of Front Office team members, to include supervising, training and scheduling front desk agents and supervisors.
• Monitor all room related systems that impact the guest directly, to ensure proper

procedures are in place and followed.

• Have complete understanding of the Front Office team members’ job descriptions and duties to be able to perform their duties at any given time.
• Periodically perform room inspections to ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
• Manage guest resolution process to include investigation of situation to ensure an overall guest satisfaction.
• Accurately manage and operate the POS system at the Front Office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.\, and follow up for completion of said tasks.
• Assist the Resort Manager by handling special requests, group blocking and unusual circumstances.
• Guide occupancy for maximum yield management of the hotel.
• Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Accurately manage checks and credit card information from guests for payment of hotel charges.
• Assist with managing the marketplace ensuring that Inventory, ordering, and stocking are up to par.
• Assist the Resort Manager with OTAs monthly reconciliation to include, but not limited to, Expecia.com and Booking.com.
• Perform other duties as assigned as assigned by leadership.

Qualifications/Requirements

• High work ethic, self-initiative, independent judgment.
• Experience in customer service and critical thinking for problem-solving.
• Experience in a high pressure, sometimes stressful environment.
• Position requires flexibility to work varying schedules based on the business needs of the property, such as AM/MID/PM shifts, weekends, and holidays, and occasional MOD shifts.
• Ability to maintain excellent relationships with owners, guests, and team members.
• This position is one of trust and thus must have the ability to maintain the utmost confidentiality at all times.
• Must have attention to detail, strong ability to multi-task, excellent time-management skills, and the ability to meet deadlines despite frequent interruptions.
• Previous housekeeping experience is desirable.
• Must have strong verbal and written communication skills.
• Able to stand and walk for long periods of time.
• Must be able to complete repetitive motions throughout shift such as lifting bending, twisting, climbing, etc. Able to lift, push, carry, and pull at least 50lbs.
• Exposure to various types of Florida weather conditions including sunshine, heat, and rain.

WorldQuest Resort is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. WorlQuest Resort participates in E-Verify.