Assistant Front Office Manager

Margaritaville Lake Resort Lake of the Ozarks•Osage Beach, MO

17d•Onsite

About The Position

The Assistant Front Office Manager leads the Front Desk team at Margaritaville Lake Resort, helping create a positive first and last impression for guests and ensuring guest expectations are met or exceeded. The role supports the resort’s goal of delivering fun and escapism through excellent guest service. The position is full-time, located in Osage Beach, Missouri, and requires the employee to be at least 18 years old. Pay is based on experience. The role recruits, trains, motivates, and monitors associates; manages guest-services financial and operational performance; and helps develop department plans and prepare the annual hotel budget. It also oversees reservations and selling practices to support occupancy and average daily rate, maintains financial and guest-security procedures, and responds to guest questions, requests, and complaints. The position calls for strong communication, organization, attention to detail, computer skills, and the ability to work under pressure in a fast-paced hospitality environment. A flexible schedule is required, including availability for days, nights, weekends, and holidays. The work involves writing, typing, walking, bending, stretching, repetitive motions, and standing for extended periods, sometimes for more than eight hours with only a half-hour lunch break. Occasional pushing, pulling, lifting, and carrying of up to 25 pounds is required. The role also requires hearing for communication and audible alarms, near- and distance vision, and the ability to see color.

Requirements

Must be at least 18 years of age.
Must have a flexible schedule and be available days, nights, weekends, and holidays.
Must have good computer skills.
Must have a comprehensive knowledge of English to communicate effectively with guests, associates, and vendors.
Must be able to communicate orally and in writing, handle difficult people, and initiate dialogue with management when processes, tasks, or instructions are unclear.
Must be organized, able to prioritize and multitask, attentive to detail, and able to work under pressure in a fast-paced environment.
Must accurately use office and accounting software.
Must follow company and resort policies and procedures and the Associate Handbook dress code.
Must meet physical requirements including writing, typing, walking, bending, stretching, repetitive motions, and standing for long periods, sometimes over eight hours with only a half-hour lunch break; occasional pushing, pulling, lifting, and carrying up to 25 pounds; hearing for communication and audible alarms; and near/distance vision and color vision.

Nice To Haves

Typing speed of 40 words per minute or more is preferred.

Responsibilities

Recruit, train, motivate, and monitor associate behavior to attain and maintain a high level of guest service.
Achieve budgeted revenues and expenses while maximizing profitability for the guest services department.
Develop and implement short- and long-term financial and operational plans for the guest service department in line with overall hotel objectives.
Participate in preparing the annual hotel budget.
Increase guest satisfaction through employee development, coaching, positive reinforcement, and corrective action as needed.
Manage the reservation function to support the highest possible room occupancy and average daily rate through suggestive selling by associates.
Implement, maintain, and correct procedures for credit control, financial transactions, financial-asset security, and guest security.
Respond to and resolve guest requests, complaints, and questions courteously and in a timely manner.
Use office and accounting software accurately.
Assist with preparing statistical reports and presentations and reporting information accurately and promptly to appropriate parties.
Assist with accounting department tasks as needed.
Follow Driftwood and Margaritaville Lake Resort policies and procedures, maintain hospitality standards, protect personnel and guest security, property, and privacy, and comply with the dress code.
Cooperate with employees from all departments.
Perform other duties and tasks as assigned.