Assistant Front Office Manager
3 days ago
Pinehurst
Job Description Join a team that been welcoming guests for more than a century. At the client, our Culture is critical to delivering a consistent guest, member, and employee experience. Our Purpose is, "As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time." Our Values are: Genuine Hospitality, Be Trustworthy, Good Stewards, and Inspired Innovation. If you're seeking a heartfelt workplace, then the client is the place for you. Every role contributes to upholding our treasured culture, performing their job duties consistently, and handling other job duties as assigned in our ever-changing environment. SUMMARY The primary purpose of this position is to be accountable for all aspects of the Front Office Including PBX, Social Billing, and Condo Rental day-to-day operations. This is to be in accordance with the direction and goals that are determined for the Front Office by the Front Office Manager. The basic functions are to report daily to the Front Office Manager, be accountable for the daily efficiency of the Front Office, oversee daily controls of the Front Office, be a team player within the Resort, and foster the same attitude with Employees by leadership and example. EDUCATION and/or EXPERIENCE * Bachelor's degree in hospitality management preferred and a minimum of two years related experience; or equivalent combination of education and experience. Two years of hospitality experience in a large-scale resort and a minimum of 1 year of previous leadership experience as a Front Desk Supervisor, Guest Services Manager, Guest Experience Manager, or Assistant Front Office Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES This position involves driving a company vehicle and/or company insured vehicle. A valid driver's license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines. Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals, and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol, or medications that may impair your ability to operate a vehicle safely. Report any accidents immediately and cooperate fully with insurance claims investigations. Job Description * Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. * Encourages and builds mutual trust, respect, and cooperation among team members. * Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees&absence. * Ensures employee recognition is taking place on all shifts. * Establishes and maintains open, collaborative relationships with employees. * Manages day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers daily. * Develops specific goals and plans to prioritize, organize, and accomplish your work. * Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others. * Ensure that all security policies and procedures are observed in areas of responsibility, i.e., computer security, key and lock security, and integrity and safety deposit boxes. * Strives to improve service performance. * Collaborates with the Front Office Manager on ways to continually improve departmental service. * Communicates a clear and consistent message regarding the Front Office goals to produce desired results. * Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. * Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. * Provides services that are above and beyond for customer satisfaction and retention. * Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. * Serves as a role model to demonstrate appropriate behaviors. * Sets a positive example for guest relations. * Displays outstanding hospitality skills. * Empowers employees to provide excellent customer service. * Interacts with customers regularly to obtain feedback on the quality of the product, service levels, and overall satisfaction. * Provides feedback to employees based on observation of service behaviors. * Handles guest problems and complaints effectively. * Interacts with guests to obtain feedback on product quality and service levels. * Implements the customer recognition/service program, communicating and ensuring the process. * Ensures compliance with all Front Office policies, standards, and procedures. * Monitors adherence to all credit policies and procedures * Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. * Analyzes information and evaluates results to choose the best solution and solve problems. * Informs and/or updates the executives, the peers, and the subordinates on relevant information promptly. * Ensure resort-wide front desk training is completed for all new hires and implementation of new policies within 90 days. * Functions in place of the Front Office Manager in his/her absence. * Communicates critical information from pre- and post-convention meetings to the Front Office staff. * Participates in department meetings. SUPERVISORY RESPONSIBILITIES Job Description Directly supervises Employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. LANGUAGE SKILLS * Ability to read, analyze, and interpret general business periodicals, professional journals, technical * procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure * manuals. Ability to effectively present information and respond to questions from groups of managers, * clients, customers, and the general public. Exceptional communication skills, both written and verbal. * Capable of resolving guest situations without conflict. REASONING ABILITY * Ability to solve practical problems and deal with a variety of concrete variables in situations where only * limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk and hear. The employee is required to sit. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. OTHER JOB REQUIREMENTS Computer experience to include: hotel front office systems and interface technology. Capable of workingextended hours and all front office shifts based on high business demands. Capable of understanding and assisting with forecasting departmental payroll expenses. Capable of handling multiple tasks with short-termdeadlines relating to a variety of departments. OTHER ACCOUNTABILITIES: The client reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis. Company DescriptionW3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more. We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies. Our Services W3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates. We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding. We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software. Our Expertise W3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs. As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.\r\n\r\nWe’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.\r\n\r\nOur Services\r\nW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.\r\n\r\nWe specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.\r\n\r\nWe are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.\r\n\r\nOur Expertise\r\nW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.\r\n\r\nAs a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.