FRONT OFFICE MANAGER

GATE HR

About The Position

Thank you for applying to one of the most premier places to work in the Northeast Florida! People are our greatest asset and we are currently seeking people like you who have a desire to join our team. Join an award-winning company! The Ponte Vedra Inn & Club is one of the most premier places to work in Northeast Florida and we pride ourselves in our 5 Diamond Certified Service. Apply today and take advantage of this unique opportunity to work at the historic Ponte Vedra Inn & Club. People are our greatest asset, and we are currently seeking people like you who have a desire to join our team. JOB SUMMARY: Assist the Director of Resort Operations with all aspects of the Front Office with particular focus on front desk, reservations, PBX operations and general employee concerns. Provide a safe work environment for guests and staff.

Requirements

EDUCATION: High school diploma or appropriate work experience required. College graduate preferred Ability to speak, read, write, and comprehend the English language at a level sufficient to communicate effectively with staff.
TRAINING & EXPERIENCE: Minimum of two (2) years of hotel or resort leadership experience required, including experience within a Forbes Travel Guide and/or AAA Four Diamond/Five Diamond–rated property.
JOB KNOWLEDGE: Demonstrated leadership knowledge with a strong operational understanding of bell services, concierge, reservations, and front desk operations. Must possess a clear understanding of how each function contributes to the overall guest experience and how to lead, support, and align these teams to deliver consistent, luxury-level service standards.
PHYSICAL ABILITIES: Must be able to work outside in all weather conditions, assisting guests; must be able to remove luggage from vehicles and carry up to 50 pounds upstairs to guest’s rooms; valid drivers license required. MUST be a very hands-on leader and manager. Be out on the floor and visible

Nice To Haves

Prior exposure to luxury service standards, guest engagement expectations, and quality assurance processes associated with Forbes and AAA environments is strongly preferred.

Responsibilities

Must be able to work a flexible schedule, to include weekends and holidays, if required.
Arrive to work on time, consistently.
Upon entering the property, arrive in proper attire, crisp, clean and in good repair.
Hair must be clean and cut in a becoming style; management has final approval.
Attend all required training, safety courses; attend office and departmental meetings. Conduct meetings as needed.
Report any safety hazards, follow up that hazard has been corrected, and assist with providing a safe work environment.
Maximizing the potential profit of the front office functions.
Prepare reports and attend meetings with the management staff to anticipate the business expected and resulting demands that will be placed on the hotel.
Maintain effective communication of room status and future room status.
Respond to individual guests’ needs as they occur.
Interfacing of department and self with other departments of hotel to insure a harmonious working relationship.
Provide each shift with a complete and up-to-date log book of the daily activities.
Assess and review the job performance of subordinates following Human Resource procedures.
Orientation and training of all front office agents as needed, for new procedures, policies, etc.
Participating in hotel’s Manager On Duty, emergency and loss prevention guidelines.
Communicating with management through a daily log.
Monitor and maintain proper rates and information in resort’s e-commerce web site. Assist in development of internet marketing.
Create a process for staff members that would focus on managing guest service and facilitate guest inquiries in a timely manner.
Assist the Director of Resort Operations in the development and monitoring of the efficient operation of the computerized Reservation, PBX, and Front Office system. Ensure that individual reservation requests are handled promptly and courteously.
Expedite guest inquiries, requests, and complaints.
Ensure a high standard of appearance and politeness among guest contact personnel.
Execute the general responsibilities common to all Club management personnel in minimizing the costs of unit operations and in safeguarding the property and the reputation of the Club.
Protect the Club’s assets, reputation, and Five-Diamond positioning by controlling costs while preserving service excellence
Perform additional leadership responsibilities as assigned in support of operational excellence and luxury service delivery
Perform and follow up on any other duties as assigned by the Director of Resort Operations.