Assistant Front Desk Manager

Join the team and love your job!

The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and that experience begins at the Front Desk. With good pay, extensive benefits and a family atmosphere, we are seeking a strong leader to drive the Front Desk team to service excellence every day.

Job Type: Full Time

Pay $ 17.00 per hour

Age Requirement: Must be at least 18 years of age Reports to: Front Office Manager

The Front Desk experience will form the first and last impression of our guests and it’s your goal to ensure that we not only meet, but exceed, the expectations of our internal and external customers.

Responsibilities include:

• Must have at least 1 year of previous Front Desk experience and at least 1 year of previous management or supervisory experience.
• All of the responsibilities of a Front Desk Agent, Front Desk Rooms Controller and PBX Operator (a job description for each of these positions can be provided upon request).
• Increase level of guest satisfaction by delivery of an exceptional product through employee development. 
• Read the pass on logbook and white boards daily and take action accordingly.
• Oversee a staff of up to 10 people.  Assign, coordinate, and supervise work activities of Front Desk Agents and PBX Operators.
• Ensure Front Desk Agents end of day reports are completed including; shift closings, deposits, refunds, miscellaneous charges and guest responses.
• Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
• Provide information and direction to staff to achieve 100% occupancy.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Review out of order rooms daily to determine status and estimated date to return room to inventory. 
• Attend meetings as appropriate; stand up, staff, pre-con, holiday planning and any special meetings.
• Respond and resolve guests’ requests, complaints or questions in a courteous and timely manner.

Assist in the development of the annual Front Desk Budget and assist to manage labor (scheduling) and expenses (inventory) based on both business and budget throughout the year. 

Qualifications

Personal Skills

• Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name, thank them and invite them back!

• Has “a smile you can hear”.  Uses customer-oriented telephone etiquette to get information. Greets callers, establishes rapport and projects professional tone.
• Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment.
• Ability to scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.

• Is organized and able to prioritize workload; able to multi-task for the benefit of quality services
• Has superb communication skills; oral and written, ability to handle difficult people.

• Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear. 
• Takes pride in a job well done.
• Has great attention to detail and works well under pressure in a fast-paced environment.
• Cooperate with employees from all departments.
• Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times

• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.
• Must have a flexible schedule and be available days, nights, weekends and holidays.
• Must have good computer skills; typing 40 words per minute or more preferred.   
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook

Physical Requirements

• Writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break. 
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.

Benefits include:

• 401K with employer match
• Health Insurance
• Employee Assistance Program
• Paid Time Off
• Hotel discounts
• Employee Cafeteria