Acqualina Resort & Residences on the Beach · 7 hours ago
Assistant Front Office Manager
Sunny Isles, FL
Part-time
Onsite
Mid, Senior Level
2+ years expAcqualina Resort & Residences on the Beach is committed to investing in their people and fostering a supportive work environment. The Assistant Front Office Manager is responsible for assisting the Front Desk Manager in all aspects of the Front Office, ensuring smooth operations and exceptional guest experiences.
HospitalityHotelLifestyleResorts
Responsibilities
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
Assume responsibility and be(come) the principal point of contact (MOD-Manager on Duty) for all resort departments to address all challenges and ensure smooth operations between the hours of 2pm-11pm and/or in the absence of Division Head/Executive Level Management
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. Communicate and/or escalate any unresolved guest concerns/challenges
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. scheduled private events all resort and departmental policies and procedures
Access all functions of the computer system
Print Emergency reports at the beginning of the shift. If inclement weather print 5 days of Detailed arrivals/departures/in house by name and room number and registration cards in the event of loss of power
Answer department telephone within 3 rings, using correct greeting and telephone etiquette
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business; and create Purchase Orders for supplies prior to depletion
Ensure that current information on rates, packages and promotions is available at the Front Desk (most current printed in the Front Desk binder) and that all staff are knowledgeable on such
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations: (Late check outs; Early Arrivals; Same floor requests; Bed type requests
Review arrivals 3 Days out to review room assignments in accordance with categories booked; preferences for bed type; same floor and connecting rooms are honored
Review room assignments 1 day prior and effect room changes to accommodate early arrival and late check out requests in accordance with owner revenue
Prepare the weekly Front office schedule and submit to FOM and DOF for approval
Monitor revenues derived from Concierge sundries. Track actuals against budget
Monitor payroll; newspaper and supplies expenses; Track actuals against budget
Adjust weekly work schedules in accordance with staffing guidelines; occupancy forecasts and labor forecasts (as they fluctuate in accordance with room revenue and occupancy %)
Ensure that staff report to work as scheduled. Note and Document any late or absent employees as per employee handbook
Coordinate breaks for staff. Address and document break periods under and over 30 minutes
Assign work duties to staff. Monitor and sign off to verify completion of all items on the AM/PM Agent Checklists; PBX Checklists; Concierge Checklists are completed
Conduct pre-shift meeting with staff and review all information pertinent to the day's business; Standard of the day; Role play
Inspect grooming and attire of staff; rectify any deficiencies
Inspect radios and earpieces for From Desk agents; and bellman. Ensure all radios are signed out and in. Immediately report any missing radios
Inspect radio signed out by Concierge & PBX
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
Constantly monitor staff performance in all phases of service and job functions. Provide praise and encouragement for outstanding achievements and performance; and rectify any deficiencies with respective personnel to include Front Desk, Bell staff, PBX , Concierge and valet staff. Make a notation of the occurrence include any support documentation (example: email; screen shot of Opera; Alice or MS Shift) for use in performance evaluations for positive and areas for further training and development> Coach to impart the “impact” of their action or inaction; and inform the FO Leaders to ensure awareness and assistance in monitoring
Monitor the resort 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 30 minutes
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. All Executive Office Mail to be disseminated daily; All Packages logged and disseminated to North; Center ; South Tower
Monitor and ensure that check-outs are monitored and accounted for. Any scheduled late check outs should be checked out at the negotiated time otherwise a follow up call/walk room should be conducted
Assist staff with their job functions to ensure optimum service to guests
Observe guest reactions and confer frequently with staff to ensure guest satisfaction
Assist guests with reports of lost/stolen articles, following hotel policy: Obtain complete description of item; last known locations; value if known; Complete contact information of guest for follow up purposes; Confer with LOST & FOUND (Security). Ensure that all Lost and found items are commandeered by Security
Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations. Refer to the Emergency Alerts; Medical; and Elevator Outage SOP’s. Contact and Alert Security immediately to conduct an incident report
Ensure security of guest room access
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices) Shortages/overages (Must be reported to DOF; FOM and GM – NO exceptions) Late charges (Review to ensure no “inclusions” are billed to guests) Petty cash/paid outs ($200.00 maximum per room per day. All Petty Cash and Paid Out slips must be co-signed by the MOD) Adjustments (Every adjustment must have an explanation and be signed by MOD) Posting charges (Verify that the accurate posting code has been utilized) Making change for guests Cashing travelers checks ($200.00 maximum per room per day – Must be co-signed in presence of team member cashing the check) Processing Foreign Exchange ($200.00 maximum per room per day) Payment methods/processing (ensure that no “inclusions’ are billed to guests; ensure that appropriate credit is established and maintained; Settling accounts Closing reports - All FD (Checklist & User Report); PBX (Checklist and Caller Logs); Bell (Bellman Logs) and Concierge staff (Checklist and User Report) are required to submit their checklists to be reviewed and signed by the MOD prior to team member departing their shift. All support documentation must be Cashier reports - All Cash transactions and paid outs must be verified for accuracy to ensure that due backs are calculated accurately Balancing receipts (review all agent paperwork to ensure accuracy in utilization of posting codes; transfers; routing of charges) Dropping receipts(ensure that all support documentation is contained in the agent paperwork; Ensure that all receipts/charge slips are scanned prior to dropping paperwork to accounting for ease of research upon inquiry) Securing banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices) Review previous night's no-shows, ensure housekeeping and In Room Dining are made aware to reverse turndown; remove/refresh amenity. Ensure reservations is made aware to ascertain of the reservation is to be cancelled. Ensure billing of such – Guest should be charged for No Show and arrival date moved forward. If guest was PRE-REGISTERED and has Not arrived by 4pm the following da to avoid consecutive days of room charges
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
Assist Housekeeping with researching any “vacant” rooms identified in advance of departure date. Ensure the discovery is communicated to Front Desk; Front Desk Overnight; Acqualina Housekeeping; Acqualina Reservations. If room scheduled to depart the following day. Place an “(O)” beside the last name and add a trace for the OVN Team to check out after audit. If departure date is 2 OR MORE days in the future attempt to contact the guest and communicate these details to ensure that the room is not left running vacant for multiple days
Assist staff with expediting problem payments. Any incidence of declined credit cards; credit establishment concerns; inabilities to rectify credit limits exceeded must be reported via email to the Front Desk Group and applicable Finance /outlet managers. Attempts to contact guest must be included and noted including date/time/method of contact
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests. Audit surrounding area resorts (Trump International Resort or Turnberry Isle) to obtain walk rate for walked guests. Maintain current list of available locations for walk situations
Review the arrival report for accuracy and completeness. Audit printed registration cards against information on arrival report; rectify any deficiencies with respective personnel
Monitor VIP arrivals; greet and escort them to their room
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in including special requests such as cribs; appliances, etc. and to report guest concerns
Balance room types daily
Print credit limit exceeded report and review status of each account. Follow up on accounts beyond approved credit limits
Review resumes for arriving groups; review billing instructions; deliveries (create Delivery log for scheduled deliveries); VIP’s’; Upgrades and check-in/pre-registration procedures. Ensure that all staff are made aware via email and during pre-shifts
Print and Review trace reports and follow up accordingly
Coordinate delivery time of amenities with Room Service, ensuring timely delivery
Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping
Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments
Complete bucket check nightly. Discern any discrepancies, example : Registration card dates do not coincide with dates of stay; guest name/room number to determine if a name change; room change; amended dates of stay have occurred
Maintain awareness of undesirable persons on resort premises and escort off property. Contact Security where necessary
Ensure all closing duties for staff are completed before staff sign out
Review all registration cards; ensure that all contact information: Email/Address/telephone number was captured. If any missing information address with the team member. Ensure that the credit card used for deposit was swiped at check in and if not noted for the reason example: Credit Card used for deposit expired/credit card replaced/Credit Card Authorization form on file. If credit not established attempt to contact the guest and communicate to the entire Front Desk/Front Desk Overnight team
Collect checklists from all agents on duty; cross check all postings; adjustments; cash payments; house bank counts prior to team member leaving their shift
Prepare training binder for all new hires by position. Review the content to ensure it is current/valid/relevant
Obtain user credentials for all new hires Opera; HOTSOS; Salto; Master Key; Name Badge; Key Fob
Obtain employee number for all new hires for time punching
Conduct a 2 week formal training program on the required job functions with criterion expected and department orientation with new hires. Utilize the checklist for the 10 day training and ensure it is initialed and issued to HR for filing upon completion. Any areas for focus/re-training/additional training must be conducted and signed off on
Conduct ongoing training with existing staff to include knowledge of Five Star Service Standards; Verbiage; Credit Establishment Procedures
Instruct all Front Desk Team to login to the Amex FHR portal for quarterly training; download the training; print/date/sign the document to be placed in their files in Human Resources
Prepare team member 90 day and annual evaluations and submit to FO manager and Director of Front Office for review and submission to Director of Human resources. After receipt of approval from Human Resources; administer the review
Provide feedback to staff on their performance. Provide praise (and document for use in evaluations). Provide constructive feedback (Be Specific about the action/explain the impact) and document for use in evaluations
Handle disciplinary problems. Coach and counsel employees
Prepare team member relations documents where applicable. After approval from human resources administer the documentation
Foster and promote a cooperative working climate, maximizing productivity and employee morale
Create HOTSOS work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs – Escalate emergencies such as Leak; Flood; Fire to Security; Executive Committee
Respond to HOTSOS Escalations via email
Document all guest concerns/challenges and pertinent information in the shift Handover. Be concise. Indicate date/time/name/concern and status
Complete all paperwork and closing duties. Submit MOD AM or PM Checklist
Review status of assignments and any follow-up action with in-coming MOD
Prepare and submit a Shift handover via email
Complete and direct scheduled inventories
Review weekly forecast of revenues and labor costs
Conduct daily Pre-Shift departmental meetings
Attend designated meetings
Interview Front Desk applicants
Complete departmental filing
Provide guest room tours
Assist in strategizing control of room inventory to maximize revenues
Follow up on assignments given by Director of Front Office; Front Office Manager; General Manager
Accept additional responsibilities as deemed Necessary by Manager
Qualification
Required
High school graduate or equivalent vocational training certificate, some college
Previous experience in cashiering
2 years experience as a Front Desk Supervisor, preferably a 5 star style resort
Fluency in English both verbal and non-verbal
Compute basic arithmetic
Familiarity with yield management and cost controls
Ability to input and access information in the property management system/computers/point of sales system
Frequent standing and walking throughout shift
Endure various physical movements throughout the work areas
Reach overhead and extension up to 30 inches complete tasks at different levels
Remain in stationary position for up to 8 hours throughout work shift
Satisfactorily communicate with guests, management and co-workers to their understanding
Load and unload luggage from point of origin to destination
Lift, transfer and store heavy objects up to 60 pounds
Occasional kneeling, pushing, pulling and lifting
Occasional ascending or descending ladders, stairs and ramps
Preferred
College degree
Fluency in a second language, preferably Spanish
Certification in CPR
Previous supervisory experience
Ability to suggestively sell
Previous guest relations training
Benefits
Medical, Dental, Vision Insurance
Life Insurance
401K Program
Paid Holidays and Vacation
Outstanding Recognition and Awards Program
Effective Training Programs
Tuition Reimbursement
Complimentary Parking and Meals in Dedicated Employee Restaurant
Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases
Management Programs to Progress on Your Career Journey
Health and Wellness Fairs
Company
Acqualina Resort & Residences on the Beach
The sophistication of a Mediterranean villa combined with the beautiful oceanfront location on Florida’s Riviera makes Acqualina Resort & Residences on the Beach the perfect 5 star, 5 diamond vacation resort.
Founded in 2006Ocean Isle Beach, North Carolina, USA
201-500 employees
H1B Sponsorship
Acqualina Resort & Residences on the Beach has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
Funding
Current Stage
Growth StageLeadership Team
Deborah Yager Fleming
CEO
Sergio Faggiani
Chief Financial Officer
Recent News
2025-10-17
PR Newswire
2025-05-30
Company data provided by crunchbase