Front Office Manager- Encore

Location

Kissimmee, FL | United States

Job description

The Front Office Manager is directly responsible for the successful operation and administration of the Guest Services and front desk teams. Will oversee the overall guest experience and financial accuracy of the Resorts to include supervision, training, coaching, motivation, and policy implementation. The Front Office Manager must ensure an awareness of all departments throughout the Resort; ensuring a consistent focus on providing an exceptional experience to every guest while maximizing department profitability at the same time. This person must ensure that all Resort Guest operations are carried out professionally. The Front Office Director will help the General Manager achieve desired outcomes by planning, implementing, and controlling effective strategies that drive results through the creation, development and maintenance of a competent, motivated, and empowered resort staff.

Company Overview

NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world class resort.

Our Benefits:

• Health, Dental, Vision, Life Insurance
• Discounted Hotel rooms
• Discount in F&B outlets
• Development opportunities
• And many more!

PRIMARY RESPONSIBILITIES:

• Work collaboratively with managers and supervisors to continually enhance and advance the properties goals and operations
• Establish consistent operating procedures and ensure they are consistently followed
• Motivate the staff and establish a productive, positive and safe work environment
• Responsible for the appropriate scheduling of resort staff to ensure guest needs and meet expected productivity guidelines
• Ensure the operations staff, supervisors and management are properly trained to standards
• Conduct daily stand-up meetings with management/staff to ensure employees are informed
• Ensure that cleanliness and condition of each area meets designated resort standards and the appropriate inspections are carried out on a consistent basis
• Work with the engineering team to ensure that all guest rooms are in good working order and are part of an effective preventative maintenance program
• Work with the Housekeeping team to ensure homes and cottages are cleaned to high company standards
• Keep abreast of the competition, local events, and hospitality trends
• Maintain a flexible schedule that can work any shift and assist with staff coverage in the instance of call-offs
• Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for resort staff
• Handle guest feedback and special requests, resolve any guest issues, and respond to guest reviews
• Demonstrate a commitment to servicing the guest and take initiative to speak to all guests
• Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

JOB REQUIREMENTS:

• College degree or 5 years of related experience in Resort operations (vacation rental exp a plus)
• Strong verbal and written communication skills
• Significant attention to detail
• Strong understanding of hotel profitability and budget process
• Computer skills required experience with Resort information systems preferred

NDM Hospitality is an equal opportunity employer.

Job tags

Salary