The Assistant Front Office Manager is primarily responsible for managing the day-to-day operations of the Front Office, bell stand, and concierges. They assist the Front Office Manager in scheduling, inventories, training new staff to resort standards, resolving customer challenges, and aiding all departments.

The Assistant Front Office Manager shall always strive to provide exceptional service to internal and external guests. S/he will be responsible for exemplifying the Wild Dunes Resort Culture and promoting Wild Dunes Resort as both the Destination and Employer of Choice!

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  
  
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
  
  
• Maintain positive guest relations at all times.
  
  
• Resolve guest complaints to ensure satisfaction.
  
  
• Participate in developing and implementing strategies for the front office, bell stand, concierges, etc.
  
  
• Maintain complete knowledge of hotel features/services, hours of operation, room types, numbers, layout, decor, appointments, location, room rates, special packages and promotions, daily house count, and expected arrivals/departures.
  
  
• Scheduled in-house group activities, locations, and times.
  
  
• Ensure that current information on rates, packages, and promotions is available at the front desk and that all staff is knowledgeable on such matters.
  
  
• The Assistant Front Office Manager prepares and adjusts weekly work schedules by staffing guidelines and labor forecasts. Report any late or absent colleagues to the Front Office Manager.
  
  
• Ensure work duties assigned by the Front Office Manager are completed.
  
  
• Assist with pre-shift staff meetings and review all information pertinent to the day's business.
  
  
• Inspect, plan, and ensure all materials and equipment are ready for service; rectify deficiencies with the Front Office Manager.
  
  
• Constantly monitor staff performance in all phases of service and job functions.
  
  
• Monitor the hotel front entrance and resolve any congested situations.
  
  
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  
  
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
  
  
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
  
  
• Monitor guest mail and ensure that it is processed according to procedures.
  
  
• Monitor and ensure that express check-outs are processed through the system.
  
  
• Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  
  
• Assist staff with their job functions to ensure optimum service to guests.
  
  
• Assist guests with reports of lost/stolen articles, following hotel policy.
  
  
• Adhere to hotel requirements for guest/colleague accidents or injuries and emergencies.
  
  
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
  
  
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
  
  

The colleague is held accountable for all duties of this job and other duties as assigned.

Experience & Education:

• High school diploma or equivalent
  
  
• Prior hospitality experience is required
  
  
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills, and abilities.
  
  
• Previous experience with Windows, Office, Opera, or similar property management systems.
  
  
• SMS experience is a plus!
  
  

Job Requirements:

• Must be authorized to work in the United States
  
  
• Must have excellent phone etiquette
  
  
• Must be able to read, write, and speak English
  
  
• Must have strong computer skills
  
  
• Must have a strong working knowledge of Microsoft Office programs
  
  
• Must be able to work well under pressure
  
  
• Must be able to follow instructions, both verbally and written accurately
  
  
• Must be detail orientated
  
  
• Must be able to work in a fast-paced environment
  
  
• Must possess excellent communication and listening skills
  
  
• Must be professional in appearance and demeanor
  
  
• Must always ensure a teamwork environment
  
  
• Ability to work a flexible schedule that may include evenings, weekends, and holidays
  
  
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
  
  
• Must have a passion for creating an exceptional experience for all guests
  
  

Working Conditions:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
  
  
• Must be able to occasionally lift, carry, push & pull up to 50 lbs. with assistance
  
  
• Must be able to perform simple grasping, fine manipulation, repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
  
  
• Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
  
  
• While primarily an indoor job, one must be able to walk outside in a variety of weather conditions (rain, wind, heat)
  
  
• Must climb stairs occasionally, indoors and outside, in various weather conditions (rain, wind, heat).