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Assistant Front Desk Manager

5 months ago


Pembroke Pines, Florida, United States The Grand Palms Resort and Golf Club Full time


ESSENTIAL JOB FUNCTIONS:
  • Exemplifies our commitment to The Grand Palms mission of Total Guest Satisfaction
  • Maintains positive guest relations at all times; anticipates guests' needs, responds promptly; and works in conjunction with all Rooms staff to deliver consistent and sought after guest experiences that meet the style of The Grand Palms.
  • Provides communication and training support to operational units to be sure that the hotel's expectations for quality are met
  • Works closely with and communicates with other departments to address guests' needs.
  • Resolves and addresses guest concerns and issues proactively and with grace and diplomacy; and leads others to do the same
  • Ensures that all guest records and entries such as night audit, guest folios, and guest profiles are accurate and current
  • Manages all assigned financial resources and works with the management team to facilitate the achievement of financial goals and cost control
  • Ensures that assigned staff are productive, appropriately compensated and provided with adequate support to perform their jobs efficiently and effectively
  • Recruits and trains employees in accordance with hotel guidelines
  • Develops and maintains SOPs for Front Office operations and trains staff accordingly
  • Is thoroughly knowledgeable of all systems used in the Front Office and trains new staff
  • Ensures that required reports and remittances are accurate and timely
  • Cultivates and provides support to a diverse workforce
MINIMUM EDUCATION AND WORK EXPERIENCE:
At least five (5) years of Front Desk experience in a hotel of comparable size and type; OR an equivalent combination of education and experience. Previous supervisory or management experience required.

ESSENTIAL WORK SKILLS/KNOWLEDGE:
  • Strong knowledge of hospitality principles and procedures
  • Solid knowledge of front desk protocol and experience working with high profile guests with discriminating expectations
  • Reputation for handling situations and confidential information discretely, projecting a positive, professional, and supportive outward image, and exercising good judgment for the position
  • Ability and desire to train others
  • A track record of interacting with and leading all employee levels in a positive and respectful manner
  • Strong computing skills demonstrating proficiency with property management systems, point of sale systems, and Microsoft Office software (Excel, Word, Outlook)
  • Ability to review information in a factual and neutral manner, analyze data and prepare reports and documents in a timely manner
  • Ability and willingness to work flexible hours
  • Outstanding interpersonal skills and excellent communication skills, both written and oral
  • Strong analytical skills and financial/business acumen
  • Excellent time management and organizational skills.


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Source: Hospitality Online