Supervises day-to-day operations, guest relations, and front office activities at the The Inn and Club at Harbour Town and assists in training staff on highest level of guest service in accordance with Forbes five star standards, problem solving, and improved efficiency. In absence of Front Office Manager and the General Manager acts as Manager on Duty. When needed, acts directly as Front Desk and Concierge Agent in checking in/out guests, addressing guest concerns, and providing special services as needed to make guests' stays more enjoyable.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Acts as manager on duty in absence of Front Desk Manager and the General Manager.
Assists in training Butler Service team members and Bell staff to perform their functions according to the highest level of guest service, safety, productivity, and efficiency.
Assists Front Desk Manager with daily operating procedures, record keeping, reporting, forecasting, and follow up with guests, vendors, and staff.
Analyzes reservations for occupancy and special guest needs, schedules shift staffing, and allocates resources as needed.
Coordinates priorities with Housekeeping, Maintenance, and Food and Beverage teams.
Trains interns and junior staff members in Front Desk and Concierge operations, responding to guest needs, and resolution of guest problems.
Assists the General Manager and the Front Office Manager in leading routine departmental team meetings for communications and improvement.
Performs duties of Front Desk and Concierge Agent when needed.
Indirect supervision of 1-6 Front Office employees during shift operations
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Minimum of three years of college (hospitality school preferred) and minimum of one year of related experience and/or training; or equivalent combination of education and experience. Excellent customer service and communication skills are essential.
Computer skills including ability to use computer-based reservations systems are critical.
CERTIFICATES, LICENSES, REGISTRATIONS
S.C. driver's license or other state license that is free of violations that would restrict commercial insurance qualification.
Ability to read, analyze, and interpret documents such as general business periodicals, professional journals, technical procedures, sales forecasts, Lodging reports, operating instructions, and procedure manuals. Must have strong verbal and written communication skills with ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, guests, and the general public. Ability to speak easily and effectively with a diverse mixture of guests and other departments in the resort. Must be able to effectively communicate company policy and procedures to guests, vendors, and co-workers.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and to apply them as needed on the job. Ability to analyze trends and apply concepts such as probability and statistical inference to practical situations involving forecasts, guest satisfaction, and revenue projection.
Strong organizational skills needed along with patience in dealing with a diverse customer base. Strong memory retention skills needed along with time management. Decisions related to guest problems or needs must be made quickly and effectively based on a thorough knowledge of rates, accommodations, facilities, and Resort guidelines. Must be responsible and able to react quickly and effectively. Is sufficiently flexible to adjust to a dynamic work environment in handling requests in a courteous, friendly, and efficient manner.
Ability to interact effectively directly and by telephone with guests of diverse ages, backgrounds, and interests. Must have excellent communications and guest-service skills and be capable of handling effectively difficult guests and resolving guest complaints. Good listening skills are needed to facilitate problem solving. High requirement for communication/interactions with others inside and outside the Resort. Travel experience and understanding of foreign customs and cultures are great needs.
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 use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. 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 vision, distance vision, color vision, peripheral vision, depth perception, and 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.
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, toxic or caustic chemicals, outside weather conditions, extreme heat, risk of electrical shock, and risk of solar radiation. The noise level in the work environment is usually quiet. Physical demands are those for an office environment with high levels of telephone usage and computer keyboarding. At times, stress can build from time limitations, customer demands, and heavy telephone usage. Flexible work hours and day/evening shift operations are involved.
ECONOMIC IMPACT The impact of decision-making and the potential gain or loss to the resort in performing the job responsibilities.
The decision-making must ensure excellent guest service while seeking to maximize resort sales revenue. Increased resort revenues from up-selling, cross-selling, and additional business can result from high levels of performance in the job. Considerable direct costs (refunds, rebates, etc.) may occur if guests are displeased.