Assistant Portofino Front Office Manager - Po

Premier Island Management Group•Pensacola Beach, FL

1d•$50,000

About The Position

To assist our guests, owner, and other Portofino staff efficiently, courteously, and professionally in front office functions, while maintaining the resort's standards of service, quality, and hospitality at all times. To ensure proper coverage in all front office related areas, in addition to responding to guest challenges and requests.

Requirements

Great customer service skills, verbal and written
Strong communication ability with emphasis on follow-up to insure 100% guest satisfaction and over the telephone.
Able to demonstrate problem-solving skills and the ability to project a positive attitude in person and over the telephone.
Coordinates all guest issues or concerns with the Front Office Manager.
Required to assist the front desk with reservations, housekeeping, owner relations and maintenance.
Maintains open communication with reservations, housekeeping, owner relations, and maintenance.
Able to work all flexible schedules, including weekends, nights, and holidays.
Must meet grooming and uniform standards,
Requires strong organizational skills.
Required to work independently.
Perform in a professional, pleasant, and efficient manner at all times.
Communicates daily with the Front Office Manager.
1 - 3 years Front Office Experience preferred or Hospitality Degree.
Computer knowledge, Word, and Excel.
Ability to read and communicate effectively.
Ability to organize and effectively present information to respond to questions from guests, owners, and fellow team members.
Ability to positively and professionally handle guest issues.

Responsibilities

Train all new employees on reservations, front desk, and PBX processes, service recovery options, and PIMG culture (MVV and non-negotiables).
Complete Daily Line Up with all shifts.
Coordinate all training material and checklists with the Front Office Manager, update training materials as required.
Prepare the weekly staff schedule for approval by the Front Office Manager. Oversee daily staffing levels in reservations, front desk, and PBX.
Responsible for updating all shifts on any issues or events that they need to be aware of.
Ensure all items on the department's daily checklist are accomplished.
Communicate to other departments guest and operational concerns. Coordinate resolution for all items.
Coordinate daily activities and follow up with the FO Manager. Follow up on all guest service recovery opportunities and financial adjustments.
Make sure all staff are informed of and process changes and kept abreast of all items that need attention.
Monitor all daily pass requests for completion.
Assure staff are in proper uniform and wearing a name tag at all times. Any Concerns or issues should be corrected immediately, and communicate items to the FO Manager.
Assist with supply inventory and ordering.
Serving as after-hours contact for Portofino condos in emergency situations & for off-site properties if other managers are unavailable.
Guest registration and room assignments, accommodating special requests whenever possible.
Coordinating pre-keying of group arrivals and remote check-ins.
Have thorough knowledge of the resort, rates, adventure packages, and discounts. Knowledge of how to handle these and how they relate to other departments.
Have thorough knowledge of resort credit and check cashing policies and procedures and adhere to them. Knowledge of cash handling procedures.
Develop an intimate knowledge of reservation computer systems.
Develop an intimate knowledge of unit locations, types, outlets, hours of operation, and staff.
Notify housekeeping of late check-outs, early departures, special requests, and early check-ins.
Guest and owner check out and special handling of accounts, to include billing scenarios, city ledgers, multiple folios, transfers, and disputed charges.
Knowledge of operating procedures for mail, packages, and message handling.
Ensure daily completion of: exceeds credit report, non-zero report, emergency reports, and bucket checks.
Maintain a working knowledge of the reservation's department.
Accept same-day and future reservations when necessary.
Have thorough knowledge of the reservation system and call tracking systems.
Review daily call volume/activity reports with Front Office Manager.
Answer phones using proper etiquette and modulations.
Handle guest complaints, requests, and discounts that surpass the agent's restrictions.
Ensure daily department checklists are being completed.
Running of unassigned reservations report & delinquent deposit report to ensure all are caught up and handled as needed.
Knowledge of the phone operating system and text messaging services for guests & Property communication.
Reviewing that daily responsibilities of PBX agent(s) are being completed (daily packet making, checking registration cards from arrivals, notifying early arrivals once the room is ready, Zingle uploads, etc.
Assure stations are kept clean and in good working order. Maintain supplies needed at each station.
Assure operators are following up with guests to make sure requests have been completed to their satisfaction.
Perform any reasonable request as directed by management.
Responsible for supervising a staff of 5 - 15 employees.
Responsible for covering operational shifts in the absence of hourly employees.
Responsible for handling all guest issues or concerns as needed.