Asst Manager Front Desk

Hilton Grand Vacations•Celebration, FL

About The Position

As an Assistant Manager Front Desk, you will be responsible for driving company success through performing the following tasks to the highest standards: Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues. Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone. Check-in arriving guests and check-out departing guests. Assist Front Office Manager/Director with managing resort inventory. Assist with adjustment in departmental policies and procedures. Complete Front Desk accounting transactions including balancing end-of-day shift reports. Maintain vital hard copies of paperwork of daily operations, as needed. Connect with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email. Ensure all pending arrival information is accurate. Check rates and prepare for upcoming arrival packets with necessary materials and information. Complete Front Desk Agent checklist. Perform property and room inspections. Make recommendations to management regarding development and corrective action plans. Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being named to Newsweek's Top 100 Most Loved Workplaces® list consecutively in 2021 and 2022, awarded two sought-after Stevie® Awards in The 20th Annual American Business Awards® including a Gold Stevie for Company of the Year – Hospitality and Leisure and a Silver Stevie Award for Achievement in Growth, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation’s “Best Adoption-Friendly Workplaces” list and becoming a Great Place to Work® certified company in 2022. We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and outstanding travel benefits!

Requirements

A minimum of one (1) year of experience in the customer service field is required.
A minimum of six (6) months of supervisory experience in the customer service field required.
Demonstrate leadership skills such as integrity, professionalism, and confidentiality
A courteous and professional attitude when handling upset guests and difficult situations
High school diploma or equivalent experience

Nice To Haves

Possess the knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job with or without reasonable accommodation
Shown ability to respond effectively to sensitive inquiries or complaints
Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.
Interpersonal skills, high level of communication skills, ability to make decisions and lead others
Understanding of how Housekeeping and Front Office work together

Responsibilities

Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of guest satisfaction.
Alert management team of potential serious issues.
Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
Check-in arriving guests and check-out departing guests.
Assist Front Office Manager/Director with managing resort inventory.
Assist with adjustment in departmental policies and procedures.
Complete Front Desk accounting transactions including balancing end-of-day shift reports.
Maintain vital hard copies of paperwork of daily operations, as needed.
Connect with all required internal departments including PBX, Housekeeping, Engineering, and Security, as needed, via telephone and/or email.
Ensure all pending arrival information is accurate.
Check rates and prepare for upcoming arrival packets with necessary materials and information.
Complete Front Desk Agent checklist.
Perform property and room inspections.
Make recommendations to management regarding development and corrective action plans.