Assistant Manager Front Desk - Encore Resort

NDM Hospitality Services•Four Corners, FL

About The Position

The Assistant Guest Service Manager is involved in all aspects of managing the GSA team and the day-to-day operations of Luxury Residential Resorts, LLC vacation home rental inventory. This includes but is not limited supporting the new home rent ready process, maintenance, housekeeping, security, landscaping, IT, etc. for all rental homes. The Assistant Guest Service Manager will also oversee all guest relations, assist with guest check in/out procedures (Complete a thorough GSA Pre-Arrival Inspection Detailed Checklist), guest requests and overall guest coordination for a pleasurable stay. Guest reservation coordination with community gate house and resort club front desk.

Requirements

High School diploma or equivalent is required
Two-year minimum supervisor/manager experience in hotel or vacation property management is required
Two-year customer service experience is required
Excellent oral and written communication skills are required
Proficiency in Excel, Word, Outlook, and experience using property management software is required
Ability to be a self-starter and implement new processes is essential
Ability to solve guest issues is essential to success in this role
Flexible and long hours sometimes required including working weekends, holidays, and hours exceeding 40+
Ability to stand and work outdoors in both the heat and cold is required
Must be able to lift up to 75 pounds
Ability to walk long distance is required
Maintain a warm and friendly demeanor at all times with guests and fellow team members
Ability to manage and lead a Guest Service team
Must be able to prepare reports and conduct Guest Service daily, weekly meeting
Must be able to prepare reports for Guest Service Manager
Must be able to cover any of the Guest Service positions daily
Must be able to clearly and effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
Must be able to schedule Guest Service Ambassadors and Supervisors accordingly based on company's needs
Must be able to recruit new personnel fulfilling the department's staffing needs
Must be effective at listening to, understanding, and clarifying concerns raised by employees, homeowners and guests
Must be able to create initial and recurring training program for Guest Service position
Must be able to multitask and prioritize departmental functions to meet deadlines
Maintain regular attendance in compliance with Luxury Residential Resorts standards, as required by scheduling, which will vary according to the needs of the company
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Adhere to specific grooming standards, such as no visible tattoos or piercings.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
Must be able to maintain confidentiality of information
Must be able to show initiative, including anticipating guest or operational needs

Responsibilities

Manage the Guest Service team throughout an entire shift
Work cohesively with other departments and communicate new processes and updates to keep everyone informed
Update houseware inventory at the end of the month, placed order for replenishing, update the spreadsheet and send a monthly report to operation's director and accounting.
Create a weekly schedule based on arrival/ departure/ occupancy.
Review ADP time card and approve, keeping track of attendance and time off requests
Provide weekly reports to operations directors.
Follow staff process, including evaluation of performance, disciplinary actions, and promotions.
Contact guests who have departed the resort with any issues or complaints to recover and ensure they return creating commitment and allegiance to the brand.
Utilize the latest check in/out and reservation technologies
Multi task and effective time management
Update the home feature list and input the information in the management computer program and spreadsheet.
Keep track of the owner's closet inventory, update files and keep track of the forms.
Effectively form relationships with homeowners to fully encompass their needs, concerns, questions, etc. regarding the LRR rental program
Have a friendly demeanor to encounter guests staying within an LRR managed home and guide them through a personalized tour of their home, assisting in any and all questions they might have regarding their stay
Ensure collateral within the homes is up to date at all times to guarantee guests are fully informed during their stay
Effectively communicate guest concerns regarding maintenance and housekeeping to the proper departments and follow up to ensure the issue was taken care of in a timely manner and that the guest expectations were fully met
Report anything that is considered a health and safety hazard.
Prevent abuse and/or destruction of home properties.
Anticipates and intervene in all incidents of guest dissatisfaction and attempt to satisfy all such guests, within company policies and financial constraints
Effectively manage and itemize all FF&E items within each home to ensure that the home maintains correct amount of product inventory at all times including but not limited to housewares, linen, and other miscellaneous items placed by the designers
Do Housekeeping/Maintenance Quality Control and or Inspections of homes
Complete a thorough inspection checklist for each Pre-arrival.