Assistant Front Office Manager

The Assistant Front Office Manager serves as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity. The Assistant Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards.

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Supervise the Front Desk Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research into the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

• High school diploma or equivalent, knowledge of local restaurants, attractions, shopping venues, events.

• Full-Time Management position that requires a flexible schedule and the ability to work day/night shifts, weekends, and holidays. A varied schedule.
• Must have the previous experience in hospitality
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Excellent service skills including etiquette and ability to work with the public.
• Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golf knowledge.

• While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls.
• The employee is frequently required to talk or listen.
• The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.

I acknowledge and understand that:

• Receipt of the job description does not imply nor create a promise of employment, or an employment contract of any kind, and that my employment is at-will

• The job description provides a general summary of the position however it is not all inclusive. I know of no limitations which would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor at any time that I am unable to perform these functions

• Job duties, tasks, work hours and work requirements may be changed at any time

• Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of PGA National Resort.

• I have read and understand this job description