Front Office Manager at Embassy Suites

THE ST JOE COMPANY•Panama City Beach, FL

1d•Onsite

About The Position

The Lodging Manager is responsible for directing, supervising, and providing leadership for the Front Office, Housekeeping, Guest Services, Spa Operations, and Beach Services. The role aims to achieve the highest levels of Guest Satisfaction, quality service, and compliance with St Joe Club & Resort policies and procedures, while meeting or exceeding financial goals. This position involves short-term planning and day-to-day operations across these divisions, including Front Office, Reservations, Housekeeping, Guest Services, Concierge, Spa Operations, and Beach Services. The manager will also recommend, implement, and monitor departmental budgets, manage expenses, and serve as the primary property contact for Revenue Management strategies, working closely with the St Joe Club & Resorts Revenue Management Team.

Requirements

Three to five years of experience in a related position
Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the industry
Commitment to the highest levels of hospitality, staff development and guest relations
Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs
Detail oriented and thorough
Ability to perform consistent work to the highest of standards
Ability to remain discreet and respect the privacy of guests
Ability to interact with guests in a pleasant friendly way
Accounting skills with complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e., budgets, forecasting
Ability to achieve excellent guest relations and maximize guest satisfaction
Strong leadership and management skills
Strong oral and written communication skills
Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, empathy and diplomacy to diffuse anger, collect accurate information and resolve conflicts
Planning and organizational ability
Computer skills: Windows, MS Word, Excel, Outlook, Opera, Aloha, SafeLock

Nice To Haves

Four-year college degree
Ability to read, write, speak, and communicate in basic English

Responsibilities

Maintain complete knowledge at all times of all hotel features/services, activities, and events
Responsible for ensuring all positions are knowledgeable all hotel services, standards, and procedures
Work with Director of Lodging, Front Office, Housekeeping and Maintenance team to establish unique amenities enhancing the guest experience and ensure proper operational procedures exist
Anticipate guests needs, maintain positive guest relations, and promptly resolve guest complaints and concerns to ensure satisfaction
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
Inspect, plan and ensure that all materials and equipment are in complete readiness for service
Assist staff with job functions for optimum service to guests
Observe guest reactions and confer frequently with staff to ensure guest satisfaction and resolution management
Schedule Front Office and Housekeeping staff for the property to ensure appropriate service levels
Complete accurate timekeeping/payroll responsibilities while adjusting to budgetary constraints based on business levels
Responsible for strategic planning and execution focus on profitability, guest enhancements, employee development and company organization
Focus on staff development and associate engagement through various team building activities and incentive programs
Coordinate and execute the proper training with department managers for hotel staff
Conduct interviews with department heads and hire according to workforce planning
Assist Director of Lodging with budgetary planning and forecasting as well as labor management
Ensure guest room product and design remains consistent and streamlined.
Complete the coding of invoices for vendors for their services
Report on location Profit and Loss statement addressing any variance explanations and working towards operating efficiencies
Oversee night audit operations and procedures and handle any minor maintenance needs that arise for guest rooms and commons areas
Complete work orders for maintenance repairs and submit to engineering
Foster and promote a cooperative working climate, maximizing productivity and employee morale
Review status of assignments and any follow-up action with on-coming staff
Adhere to payment, cash handling and credit policies/procedures
Extend appreciation to guest and invite them to return