Manager Front Office

Hilton Grand Vacations•Palm Springs, CA

11h

About The Position

We are looking for a Front Office Manager to join the team at Desert Isle of Palm Spring. We are a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. The Front Office Manager will manage, direct and coordinate all efforts of the Front Desk, Reservations, Night Audit, Telephone Operations, Bell and Club Services functions to ensure outstanding owner and guest services. Accountable for the effortless and seamless movement of guests in and out of the resort providing exceptional levels of guest service through the guests’ stay. Act as Manager on Duty on occasion and respond to emergency calls. Commitment and dedication to our Service Standards and culture is an expected behavior to be always displayed towards our guests and team members

Requirements

Exceptional proficiency in guest relations skills required.
Must have strong organizational and interpersonal skills.
Demonstrate working knowledge of the service standards.
Assimilate into the Hilton Grand Vacation Commitment to Excellence culture through understanding supporting and participating in all elements of Commitment to Excellence.
Regular attendance in conformance with the standards, which may be established by Hilton Grand Vacations from time to time is essential to the successful performance of this position.

Nice To Haves

Knowledge of Property Management System
Experience in Hospitality Management.

Responsibilities

Ensure all guests / owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacations standards are being applied.
Manages Front Desk personnel functions such as selection, orientation, training, performance reviews, corrective action coaching, scheduling, payroll processing, team recognition and required data reports.
Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied.
Work in conjunction with accounting to maintain and minimize levels of account receivables. Coordinate activities with other resort departments to facilitate increased levels of communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest’s expectations.
Supervise the activities of the Front Office.
Foster the empowerment of team members. Ensures that all team members have a comprehensive understanding of performance standards, uniform policies, appearance guidelines, and safety, security, and emergency procedures.
Leads key control procedures, ensuring that Key Control SOP is understood and applied within the department.
Promote a positive, inclusive, and accountable work environment. Ensure a cooperative atmosphere between staff and management. Support the development of management talent by serving as a mentor to direct reports.
Acts as a liaison between the resort and time-share guests/owners to ensure a spectacular level of customer service. Facilitates the resolution of any concerns for the guest and/or refers and follows-up with appropriate personnel.
Resolves guest service issues and concerns as needed. Maintain a Manager’s Daily Log. Address all guest issues and resolve in a timely manner. Address and resolve all guest complaints and issues in person, by telephone, and via social media.
Carry out any reasonable request by management of which the employee can perform.