Front Office Manager

PGA National Resort & Spa • Palm Beach Gardens, FL

9d

About The Position

The Front Office Manager assists with supervising the front office while maintaining room-occupancy data and coordinating communications with Sales, Housekeeping, and Catering about arrivals and departures. The role oversees Front Desk Agents, Bell, PBX, Front Office Supervisors, Guest Relations, and Valet departments. It supports daily front-desk operations, associate performance and scheduling, guest satisfaction, and revenue-maximizing programs. The manager responds to guest needs and complaints, handles unusual or emergency situations, and performs other job-related duties assigned by the Director of Front Office.

Requirements

• High school diploma plus some college.
• Previous front-desk or guest-service experience in a supervisory capacity.
• Previous experience in hospitality.
• Ability to work a flexible, varied schedule, including day and night shifts, weekends, and holidays.
• Ability to work as a team player and assist coworkers with their duties.
• Ability to handle internal and external customers with patience, tact, and diplomacy, gather accurate information, defuse anger, and resolve conflicts.
• Ability to access and accurately enter information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports on room availability and revenue generated.
• Excellent service skills, including etiquette and the ability to work with the public.
• Knowledge of communication and organizational skills, ability to work with diverse clientele, and golf knowledge.
• Regularly required to stand, sit, walk, bend, and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to talk or listen, grab, move, lift, or feel objects, and use a telephone, computer, and copier machine.

Nice To Haves

• Reservation knowledge is helpful.

Responsibilities

• Supervise Front Desk Agents, Bell, PBX, Front Office Supervisors, Guest Relations, and Valet departments.
• Interview, hire, train, recommend performance evaluations, resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
• Respond to guests’ special requests, needs, problems, issues, and concerns, and accommodate groups to support guest satisfaction and repeat business.
• Create and post schedules for all Front Office associates.
• Implement company programs and supervise daily Front Desk operations to comply with SOPs, maximize revenue, and promote quality service and hospitality.
• Prepare reports and assist in overseeing Front Desk and Guest Services upsell and incentive programs.
• Remain calm and alert during emergencies or heavy hotel activity and serve as a role model for employees.
• Research customer complications and complaints and determine effective solutions.
• Make decisions based on experience and judgment, adjusting approaches for unusual situations.
• Authorize revenue allowances to remedy problems only after offering other alternatives.
• Comply with attendance standards and be available to work regularly.
• Perform other job-related duties assigned by the Director of Front Office.
• Diplomatically handle guest complaints in the Director of Front Office’s absence, including oversold-hotel situations and irate guests.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED