Portofino Front Office Manager

Status: Full-Time Year-RoundSalary: $70,000 to 75,000 based on experience.Hours/Days: VaryBachelor's degree in Hospitality Management, Business Administration, or related field preferred. 3 years of front office or guest service experience in a resort or upscale hotel environment.Summary of the main function/purpose of the position: The Front Desk Manager oversees all front desk operations to ensure exceptional guest service and smooth day-to-day functioning of the resort's reception area. This role manages front desk staff, coordinates with other departments, and maintains a high standard of hospitality and professionalism to enhance guest satisfaction. Key Principal duties/responsibilities (5-8): • Adhere to and ensure Premier's Culture is implemented at all times. Abide by the company's Mission, Vision, Values, Non-Negotiables, and Management Accountabilities per Premier Employee Handbook.• Supervise, train, and support front desk team members, including manager, supervisor, receptionists, and night audit staff.• Manage daily front office operations, ensuring seamless check-in, check-out, and guest service experiences.• Handle guest inquiries, complaints, and special requests promptly and professionally.• Coordinate with departments such as housekeeping, maintenance, owner relations, and food & beverage teams to meet guest needs and maintain operational efficiency.• Monitor and manage room inventory, rates, and reservations in collaboration with the reservations and revenue management teams.• Prepare and analyze front desk reports, including occupancy, revenue, and guest satisfaction metrics.• Maintain accurate financial records and ensure compliance with cash-handling and billing procedures.• Implement and enforce resort policies, safety standards, and Premier guidelines.• Support recruitment, scheduling, and performance management of front desk staff.• Identify opportunities to enhance guest experiences and operational efficiency.Occasional duties or projects which may be performed at irregular intervals:Additional responsibilities and events as neededIII. Accountability: Areas in which the position is accountable/responsible:Must have the ability to multitask and prioritize while remaining accurate and thoroughCandidate must pay attention to detail, while remaining urgent, responsive, organized, and personable Supervisory Responsibility: Directly supervises all Front Desk Managers, Supervisors, Agents, and Night Audit StaffResponsible for scheduling, training, coaching, and performance evaluations of front desk team members.Ensures that staff adhere to policies and procedures, service standards, and grooming guidelines.Provides ongoing leadership and motivation to maintain high morale, efficiency, and guest satisfaction.Participates in hiring, disciplinary actions, and employee development planning in collaboration with Human Resources and upper management. Educational and/or equivalent in experience requirements: • Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.• 3 years of front office or guest service experience in a resort or upscale hotel environment.• Proven leadership and team management skills.• Excellent communication, problem-solving, and organizational abilities.• Ability to work flexible schedules, including nights, weekends, and holidays. Specialized equipment or machines used in the course of the duties of the position Proficiency with hotel property management systems (PMS) and Microsoft Office/Excel.A company cell phone is provided to ensure availability for communication as needed Physical demands: (specifics to the job itself) Must be able to stand or walk for extended periodsFrequent use of hands to operate computers, phones, and other office equipment.Occasional lifting, carrying, or moving items up to 25 pounds (e.g., luggage, office supplies, guest packages).Ability to bend, stoop, reach, and kneel as required for filing or assisting with guest needs.Must maintain a professional appearance and posture while interacting with guests and staff.Ability to remain alert and attentive for prolonged periods in a fast-paced environment.Must be able to communicate clearly both verbally and in writing, including over the phoneHearing and vision abilities required to perform duties safely and effectively (e.g., reading reports, recognizing guests, responding to alarms).VIII. Work Environment:The position operates primarily in a resort front office and lobby setting, with frequent interaction with guests, staff, and management.The environment is fast-paced and requires maintaining a professional, calm, and welcoming demeanor even during high-traffic periods.May involve occasional outdoor exposure when assisting guests with transportation, luggage, or special events.Work hours may include nights, weekends, and holidays to meet the needs of resort operations.The noise level is typically moderate to high during peak guest times.Frequent collaboration with other departments is required to ensure seamless guest service.The position requires prolonged standing and regular use of computers, phones, and communication systems.IX. Additional Remarks:Matching 401K, Health, dental, vision, LTD, STD, and Life Insurance available.