05/04/2022
JOB OVERVIEW:
Responsible for the management of all aspects of the Front Desk functions, in accordance with resort standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective team members. The Front Office Manager is also responsible for controlling access to, conducting physical inspections of and monitoring surveillance cameras located at the facilities, which constitute the Penguin & President Hotels. Investigation of breeches in security and/or violations of safety protocols to determine most probable cause and possible solution(s). To ensure the safety and security of guests and employees and the protection of Penguin & President property and assets.
REPORTS TO: Hotel General Manager.
SUPERVISES: Front Desk Agents.
WORK ENVIRONMENT:
Front Desk and Back Office Areas, Guest Rooms and Public Areas.
Job involves working:
under variable temperature conditions (or extreme heat or cold).
under variable noise levels.
outdoors/indoors.
around fumes and/or odor hazards.
around dust and/or mite hazards.
around chemicals.
KEY RELATIONSHIPS:
Internal: Staff in Front Desk, Front Desk Management, Resort Managers, Food and Beverage, Accounting, Housekeeping, Executive Offices and Engineering.
External: Resort guests/visitors, other vendors/suppliers.
QUALIFICATIONS
Essential:
High school graduate or equivalent vocational training certificate, some college.
Previous experience in cashiering.
Minimum two years experience as a Front Desk Agent, preferably a 3-4 star style resort.
Minimum two years previous Security supervisory experience in a 3-4 star style resort.
Fluency in English both verbal and non-verbal.
Compute basic arithmetic.
Familiarity with yield management and cost controls.
Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent resort data.
ascertain departmental training needs and provide such training.
direct performance of staff and follow up with corrections when needed.
Input and access information in property management system/computers/ system.
Desirable:
College degree.
Fluency in a second language, preferably Spanish.
Certification in CPR.
Previous Supervisory experience.
Ability to suggestively sell.
Previous guest relations training.
PHYSICAL ABILITIES
Essential:
Exert physical effort in transporting 40 pounds.
Endure various physical movements throughout the work areas.
Reach 6 feet.
Remain in stationary position for 8 hours throughout work shift.
Satisfactorily communicate with guests, management and co-workers to their understanding.
Desirable:
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
all resort features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
all room rates, special packages and promotions.
daily house count and expected arrivals/departures.
room availability status for any given day.
scheduled in-house group activities, locations and times.
all resort and departmental policies and procedures.
Access all functions of the computer system.
Supervises activities of all Security Office, Employee Entrance and Patrol Officer operations as outlined in the Standards of Performance Manual for Security Officers
Performs Department training related activities
Thoroughly understands all Hotel Emergency Response Procedures and assists in the coordination of all emergency response activities
Oversees access control activities at all facility employee entrances, ensures that only authorized individuals enter
Ensures maintenance of visitor sign-in/out logs and issuance of temporary passes to visitors/vendors
Oversees inspection of all packages entering and exiting through facility employee entrances, denies access to or removal of unauthorized materials
Oversees verification that all materials leaving facilities are accompanies by a completed, signed package removal pass, confiscates and turns over to management, all materials not properly authorized
Maintains signature lists of Management personnel authorized to sign package removal passes
