Director Of Front Office

Nemacolin • Farmington, PA

299d

About The Position

Here at Nemacolin, our associates know to “Expect the Unexpected” - You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort. The Guest Service Director is responsible for managing the guest service department at the resort. The individual in this role places an emphasis on training and associate development as well as implementation of procedures and policies consistent with a professional world-class resort. This individual also serves as a guest contact in handling problems, concerns, and special requests.

Requirements

• High school diploma or GED required; Bachelor's or four-year degree preferred.
• 1-2 years Manager experience in overseeing Front Office operations; preferably in a luxury resort setting.
• Must possess an outgoing personality and knowledge of superior customer service training.
• Must be at least 18 years of age.
• Candidate must have the ability to work varying shifts, including evenings, weekends, and holidays.
• Must be able to speak English fluently.
• Ability to perform basic mathematical functions.
• Knowledge of and ability to operate Microsoft Office Programs - Word, Excel, PowerPoint, etc.
• Proven track record of staff development and retention.
• Demonstrates interpersonal sound judgment and decision-making skills.
• Must be able to lift/push/pull/carry no more than 5-30 lbs.
• Ability to stand continuously for 95% of shift, operate equipment for 15%, kneel for 20%, bend for 50%, climb for 35%, and drive for 40% of their scheduled shift.

Responsibilities

• Delivers internal and external guest service the Nemacolin way.
• Responsible for actively building and retaining guest relations and acts as a mentor to other employees and coworkers.
• Lead the front desk and PBX department at the resort.
• Responsible to follow all general new standards of operations.
• Generate guest satisfaction reports based on guests feedback.
• Communicates directly and on behalf of the owner, executives, associates, family members and others.
• Meets all financial goals in accordance to budget.
• Engage and develop staff to elevate business expectations.
• Responsible for the growth and maintenance of area services assuring best in world experiences.
• Assist sales team during tours and site visits with upselling activities.
• Oversee daily staff, motivation of staff to perform at their highest abilities.
• Successfully completes critical aspects of deliverables with a hands-on approach.
• Attends all mandatory meetings within department and resort.
• Following up with guest concerns in a timely fashion.
• Assist in creating yearly operating budget.
• Excellent attention to detail and ability to multi-task in high-pressure situations.
• Demonstrates independent and advanced decision-making for complex problems.
• Outstanding time-management skills.
• Ability to handle confidential information with discretion and tact.
• Reviews resort daily financial reports and responds accordingly.
• Regularly responsible for associate engagement and provides feedback.
• Ability to communicate effectively and professionally with external contacts.
• Ability to use all required office equipment in an effective and efficient manner.
• Maintains Forbes 5-star standards throughout guest interactions.
• Promotes a high level of associate morale and teamwork within the guest service team.
• Other job duties as assigned.

Benefits

• Attractive 401(k) plan
• Paid vacation, holidays, and personal hours
• Family medical, dental, and vision insurance
• Long-term and short-term disability insurance
• Employee and educational assistance program
• Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
• On-site uniform and dry-cleaning services
• Discounted meals during breaks in associate break areas
• Access to Wisteria Associate Community with exclusive amenities
• Associate Recognition programs
• Opportunities for advancement
• Mentoring and coaching programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation
• Education Level: Bachelor's degree