Assistant Front Office Manager
2 weeks ago
Position Title: Assistant Manager - Front Desk
Job Category: Resort Operations
Role Overview:
The Assistant Manager of Guest Services plays a pivotal role in embodying the brand's commitment to exceptional service within guest-facing departments. This position acts as a representative for guests and serves as a key consultant to the Guest Services Manager, overseeing various operational aspects of the front desk, concierge, security, transportation, and resort services.
Key Responsibilities:
- Exemplify leadership that prioritizes the brand in all operational decisions.
- Actively solicit and utilize guest feedback to enhance relationships and improve overall satisfaction.
- Ensure the fulfillment of all guest requests and special needs.
- Address and follow up on all issues requiring resolution.
Promote a culture that emphasizes brand values, ensuring team members understand their contributions to delivering an exceptional guest experience. Model brand behaviors consistently throughout all business interactions while balancing budgetary goals with team and brand success.
Assist in the implementation of established guest service strategies and standards through effective daily management of front desk, security, transportation, and resort services operations.
Engage in the development of performance development plans (PDPs), providing evaluations and coaching to enhance service delivery among guest-facing staff. Foster a learning environment that encourages continuous performance improvement.
Evaluate staffing needs and performance targets, managing engagement plans, talent reviews, and succession planning effectively.
Implement established programs and policies to ensure a safe and secure environment for guests and team members, in compliance with company policies and regulatory standards.
Contribute to the development of departmental budgets and resource allocation to achieve financial objectives.
Qualifications:
A High School Diploma or GED is required; a four-year college degree is preferred.
Minimum of 2 years of experience in customer-facing service or hospitality roles.
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