Assistant Manager of Front Desk

The Assistant Manager of Front Desk is responsible for bringing the brand promise to life in guest-facing service departments. This position serves as a guest advocate and key advisor to the Front Desk Manager. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, guest stay, and problem resolution.

COMPANY BENEFITS: 

• Comprehensive Benefits: Medical, Dental, Vision, Prescription, and several other elective coverages
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture 

ESSENTIAL DUTIES AND TASKS:

• Demonstrate brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases. 
• Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business.  Balance the urgency of meeting budget goals with a focus on team, individual, and brand success. 
• Assist in adapting and executing predefined guest service strategies, standards, and programs through daily management practices within front desk, security, transportation, and/or resort services operations.
• Development of PDPs, evaluation, and active coaching to develop Brandhearted guest-facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development 
• Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, talent review, and succession planning. 
• Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members, and resort assets in compliance with the owner’s policies and procedures, and regulatory requirements.
• Assist in the development of departmental budgets and allocation of resources to meet financial goals.

QUALIFICATIONS:

• Demonstrated ability to anticipate, prevent, and solve complex problems, and deliver results in a fast-paced setting.
• Demonstrated professional verbal and written communication and presentation skills.
• Novice-level mastery of Microsoft Office products. 
• Supervising and leading a Guest Services Team in a high-volume hotel or resort environment.

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED equivalent required.  Four-year college degree preferred. 
• 2-5 years of experience in a guest services supervisory or above role. Assistant Manager of Front Desk experience preferred. 

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.