Front Office Manager

Join a team that's been welcoming guests for more than a century. At the client, our Culture is critical to delivering a consistent guest, member, and employee experience. Our Purpose is, "As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time." Our Values are: Genuine Hospitality, Be Trustworthy, Good Stewards, and Inspired Innovation. If you're seeking a heartfelt workplace, then the client is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently, and handles other job duties as assigned in our ever-changing environment.

Summary

The primary purpose of this position is to provide support to the Director of Front Office and oversee the day-to-day operations and efficiency of the Front Desk(s), Guest Experience Specialist, Condominium Rental, Bell, PBX, and Cottage Ambassadors, ensuring guest satisfaction, repeat business, and maximizing revenues. Should also be a team player and foster the same attitude with Employees by leading by example.

EDUCATION And/or EXPERIENCE

Bachelor's degree required and a minimum of three years related experience; or an equivalent combination of education and experience. Hospitality experience to include two years of front office experience and a minimum of one year of supervisory management.

Essential Duties And Responsibilities

• Manage the day-to-day operations of the front desk, including check-in, check-out, room assignments, and guest registration, ensuring efficient and personalized service for all guests.
• Recruit, train, and supervise front office staff, including Management, Supervisors, Front Desk Agents, GES, PBX, Bell staff, and Cottage Ambassadors, providing ongoing coaching and feedback to maintain high service standards.
• Inventory control, to optimize occupancy and revenue, and ensure accurate guest bookings.
• Physical presence in the operations. This position involves standing for long periods and moving between the various hotel buildings that form the client.
• Cultivate relationships with guests, anticipating their needs, addressing concerns, and proactively seeking opportunities to enhance their stay and exceed their expectations.
• Implement and uphold in the daily operations the highest Luxury standards, following the client Way, FORBES, and AAA. implement and uphold such standards.
• Foster a positive and safe work environment, building strong relationships with staff, creating a collaborative space to improve processes, and promoting teamwork.
• Work closely with other Departments such as Housekeeping, Maintenance, Transportation, Billing, Sales, Reservations, Events, and Food & Beverage.
• Ensure that the departments within the scope of responsibility adhere to the client Resort and Country Club policies and procedures.
• Assume the other authorities about the areas of responsibility as delegated by the Front Office Director.
• Maintain selection, staffing, training, supervision, grooming, and conduct standards of personnel within the area of responsibility.
• Ensure all are in appropriate uniform and attire for their scheduled shift.
• Respond and follow up to all guest concerns immediately before guest departure, resorting to service recovery actions if necessary.
• Ensure guest billing questions are addressed and resolved as quickly as possible.
• Develop personnel through a tailored Training Program within the area of responsibility. Assist with the training of new employees.
• Supervise, guide, schedule, evaluate, discipline, and terminate all staff in areas of responsibility when necessary.
• Implement and continually administer all aspects of the Front Office training program to include full documentation.
• Periodically inventory and reevaluate all supplies and equipment in the Department.
• Comply with the client's purchase contracts for office supplies and equipment.
• Assist with maintaining the Versa system and other interfaced systems to ensure a seamless guest experience and minimal system maintenance expense.
• Submit weekly labor analysis to the Director of Front Office.
• Conduct meetings with all staff regularly to include frequent service line-ups and documentation.
• Maintain an "open door" communication for Employees.
• Ensure that all security policies and procedures are observed in areas under his/her responsibility as computer security, key and lock security, and safety deposit boxes.
• Maintain, revise, and implement Standard Operating Procedures for the Front Office.
• Incorporate ideas, suggestions, and improvements with the Director of Front Office.
• Attendance at all regularly scheduled meetings, preconvention meetings, and special event meetings as needed.
• Establish guest relations by being familiar with all resort outlets and special events and by interacting with the guests and members regularly.
• Assist in maintaining an effective forecasting system for the Resort.
  
  

Additional Duties And Responsibilities

This position involves driving a company vehicle and/or company company-insured vehicle. A valid driver's license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines. Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals, and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol, or medications that may impair your ability to operate a vehicle safely. Report any accidents immediately and cooperate fully with insurance claims investigations.

Supervisory Responsibilities

Manages various Assistant Front Office Managers and supervisors in the Front Desk, Guest Experience, PBX, Bell, Condo Rental, and Cottage Ambassadors departments. Is responsible for the overall direction, coordination, and evaluation of this unit. Also, directly supervises various non-supervisory employees. Carries out supervisory responsibilities following the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand for the majority of the shift, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

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 noise level in the work environment is usually moderate.