Assistant Front Office Manager

DRIFTWOOD HOSPITALITY MANAGEMENT•Osage Beach, MO

13d•Onsite

About The Position

The Assistant Front Office Manager helps lead the Front Desk team at Margaritaville Lake Resort, where the guest experience begins and ends. The role focuses on exceeding expectations for internal and external customers, providing exceptional guest service, and supporting the success of the guest services department and hotel. The position reports to the Front Office Manager/Assistant General Manager. The role includes recruiting, training, motivating, and monitoring associates; managing department finances and operations; supporting the annual hotel budget; overseeing reservations and room revenue; and maintaining financial controls and guest security. It also requires responding courteously and promptly to guest requests and concerns, assisting with reporting and accounting tasks, and following Driftwood and Margaritaville Lake Resort policies. The position requires a flexible schedule, including availability for days, nights, weekends, and holidays, and involves extended periods of standing and other physical activities.

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; typing at 40 words per minute or more is preferred.
Must have a comprehensive knowledge of English to communicate effectively with guests, associates, and vendors.
Must be organized, able to prioritize and multitask, and able to work well under pressure in a fast-paced environment.
Must have strong oral and written communication skills and the ability to handle difficult people.
Must demonstrate attention to detail and the ability to accurately report information.
Must be able to use customer-oriented telephone etiquette and maintain hospitality standards when interacting with guests.
Must be able to follow policies and procedures and preserve hotel personnel and guest security, property, and privacy.
Physical requirements include writing, typing, walking, bending, stretching, repetitive motions, and standing for long periods, sometimes in excess of eight hours with only a half-hour lunch break.
Occasional pushing, pulling, lifting, and carrying of up to 25 pounds is required.
Must be able to hear for communication with guests and staff and to hear audible alarm systems.
Must have visual acuity for near and distance vision and the ability to see color.

Nice To Haves

Typing speed of 40 words per minute or more.

Responsibilities

Recruit, train, motivate, and monitor associates to maintain a high level of guest service.
Achieve budgeted revenues and expenses while maximizing guest services department profitability.
Develop and implement short- and long-term financial and operational plans for the guest services department in line with hotel objectives.
Participate in preparation of the annual hotel budget.
Improve guest satisfaction through employee development, coaching, positive reinforcement, and corrective action as needed.
Manage the reservation function to support room occupancy and average daily rate, including 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 promptly.
Use office and accounting software accurately.
Assist with statistical reports, presentations, and accounting department tasks as needed.
Accurately and promptly report information to appropriate parties.
Follow Driftwood and Margaritaville Lake Resort policies and procedures, adhere to the dress code, and help preserve personnel and guest security, property, and privacy.
Cooperate with employees from all departments and communicate with management when processes, tasks, or instructions are unclear.
Perform other duties and tasks as assigned.