PGA National Resort · 1 month ago
Front Office Manager
Palm Beach Gardens, FL, US
Full-time
Onsite
Mid LevelPGA National Resort is seeking a Front Office Manager to assist with supervising the front office area while maintaining data on room occupancy. The role involves managing the front desk team, ensuring guest satisfaction, and overseeing daily operations to maximize revenue and quality service.
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Responsibilities
Supervise all Front Desk Agents, Bell, PBX, Front Office Supervisors, Guest Relations Dept, and Valet Dept
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
Create and post all Front Office associate schedules
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers
Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
Comply with attendance standards and be available to work on a regular basis
Perform any other job-related duties as assigned by Director of Front Office
Diplomatically handle guest complaints in the absence of the Director of Front Office, including situations that arise when hotel is oversold, irate guests, etc
Qualification
Required
Full-Time Management position that requires a flexible schedule and the ability to work day/night shifts, weekends, and holidays. A varied schedule
Must have the previous experience in hospitality
Must be willing to 'pitch-in' and help co-workers with their job duties and be a team player
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Ability to access and accurately input information using a moderately complex computer system
Ability to observe and detect signs of emergency situations
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity
Excellent service skills including etiquette and ability to work with the public
Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists
Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form
Ability to communicate and work well with fellow employees and other departments
Maintain a presentable appearance, behavior and manner at all times
Ability to process administrative work
Ability to manage multiple tasks effectively
While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls
The employee is frequently required to talk or listen
The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine
Preferred
Reservation knowledge is helpful
Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golf knowledge
Company
PGA National Resort
Palm Beach style meets breathtaking amenities at the crown jewel PGA National Resort, newly reopened and completely redesigned.
Founded in 1981
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Susan Giambalvo, CASE, DES
Account Director - Global Association Sales (Remote DC Office)
Recent News
CW33 Dallas / Ft. Worth
2024-02-02
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