La Mer Beachfront Resort is looking for energetic hospitality professionals to join our team.

Job Summary:The primary responsibility of a Front Desk Manager is to be the onsite leader of the daily operations of the front desk; ensuring guest satisfaction from hotel check-in to check-out by directing and managing the Front Desk staff to ensure customer service standards are met, accuracy of guest reservations/folios, and maintaining guest relationship.

Responsibilities:

• Maintain complete knowledge of hotel systems and operations; including property management systems and Night Audit procedures.
• Hire, train, develop, coach and discipline all Front Office staff. Enforce standard operating procedures and Company policies.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure all Front Desk employees report to work as scheduled. Document any late or absent employees.
• Ensure all required training for new hires is complete according to standards.
• Empower employees to take necessary steps to satisfy guest needs and make decisions.
• Ensure Front Office staff have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Ensure accuracy of all guest charges by continuously reviewing for accuracy and legitimacy.
• Handle guest complaints, accident reports, and incident reports and investigate as directed by the General Manager in adherence with all hotel requirements.
• Assist with monthly, quarterly, and yearly forecasting of revenue, expenses and occupancy with accuracy.
• Monitor employee interaction with guests and each other to ensure prompt and courteous service; resolve discrepancies with respective employees.
• Handle disputed charges by guests courteously, following proper procedures.
• Keep department overtime costs to an absolute minimum. Maintains productivity and labor cost goals.
• Monitor staff performance in all phases of job functions ensuring all procedures are carried out to departmental standards; rectify any deficiencies with respective employees.
• Communicates, updates, and train all Front Office staff in the safety/security/emergency procedures of the hotel.
• Ensure proper security is maintained over all cash funds, deposits and safes at the Front Office.
• Maintain procedures for credit control and handling of financial transactions.
• Monitor and ensure all cashiering procedures comply with Accounting policies and standards.
• Review previous night’s no-shows and ensure billing of such.
• Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping to minimize labor costs.
• Review arrivals report for accuracy.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and report guest concerns.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
• Check for VIP/amenities requests and coordinate delivery time of amenities/special requests with applicable departments.
• Review requests for late checkouts and approve according to policy; communicate with housekeeping accordingly.
• Participate in hotel executive meetings on a weekly, monthly, or as-needed basis.
• Serve as acting MOD in the General Manager’s absence.
• Assist with Front Desk duties when necessary including, but not limited to, guest check-in / check-out, booking reservations over the phone and responding to customer inquiries regarding hotel services, room rates, entertainment schedules and restaurants.
• All other duties as assigned.

Minimum Requirements:

• High school or equivalent education required; Bachelor’s degree preferred.
• At least two (2) years of previous experience as a Front Desk Supervisor or Manager or other related guest-services position in a mid-size hotel / resort.
• Ability to speak, read and write fluent English; other languages beneficial.
• Professional communication skills, both written and verbal.
• Problem solving, reasoning, motivating, organizational and training abilities.
• Ability to prioritize and organize work assignments.
• Proficient with Microsoft Office, including Outlook, Word and Excel
• Advanced knowledge of property management systems; Opera systems preferred.
• Strong understanding of Revenue Management
• The ability to positively communicate and instruct employees and offer training and guidance to entry-level employees.
• Ability to work flexible hours in a 24 x 7 operation; including nights, weekends and holidays.
• Ability to frequently sit, stand, bend, climb, kneel, and move about the facility.
• Must be able to carry, lift or pull items weighing up to 50 pounds.

Competitive Compensation / Health Benefits / 401(k) / Paid-Time-Off

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Resort

Education:

• High school or equivalent (Preferred)

Experience:

• Hospitality: 2 years (Preferred)
• Management: 2 years (Preferred)

Ability to Commute:

• Cape May, NJ 08204 (Preferred)

Work Location: In person