Assistant Front Office Manager-Carolina-Exempt

Pinehurst Resort • Pinehurst, NC

125d

About The Position

Join a team that's been welcoming guests for more than a century. At Pinehurst 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 Pinehurst 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. The primary purpose of this position is to be accountable for all aspects of the Front Office Including; PBX, Social Billing and Condo Rental day to day operations. This is to be in accordance with the direction and goals that are determined for the Front Office by the Front Office Manager. The basic functions are to report daily to the Front Office Manager, be accountable for the daily efficiency of the Front Office, oversee daily controls of the Front Office, be a team player within the Resort, to foster the same attitude with Employees by leadership and example.

Requirements

• Bachelor's degree preferred.
• Minimum of two years related experience; or equivalent combination of education and experience.
• Two years of hospitality experience to include one year front office experience.
• Minimum of one year of supervisory management experience.
• Valid driver's license and successful completion of a pre-employment Motor Vehicle Report (MVR).
• Computer experience to include hotel front office systems and interface technology.

Responsibilities

• Ensure that all Front Office Employees within the scope of responsibility adhere to the Pinehurst, LLC policies and procedures.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees, managing all day-to-day operations.
• Ensure employee recognition is taking place on all shifts.
• Establish and maintain open, collaborative relationships with employees.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settling disputes, and resolving grievances and conflicts.
• Ensure that all security policies and procedures are observed in areas of responsibility.
• Strive to improve service performance.
• Collaborate with the Front Office Manager on ways to continually improve departmental service.
• Communicate a clear and consistent message regarding the Front Office goals to produce desired results.
• Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs.
• Serve as a role model to demonstrate appropriate behaviors.
• Set a positive example for guest relations.
• Display outstanding hospitality skills.
• Empower employees to provide excellent customer service.
• Interact with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provide feedback to employees based on observation of service behaviors.
• Handle guest problems and complaints effectively.
• Implement the customer recognition/service program.
• Ensure compliance with all Front Office policies, standards and procedures.
• Monitor adherence to all credit policies and procedures.
• Provide information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Inform and/or update the executives, peers and subordinates on relevant information in a timely manner.
• Ensure resort wide front desk training is completed for all new hires and implementation of new policies within 90 days.
• Function in place of the Front Office Manager in his/her absence.
• Communicate critical information from pre- and post-convention meetings to the Front Office staff.
• Participate in department meetings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: Bachelor's degree