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Front Desk Manager

Posted January 4, 2023

Hacienda Del Mar Resort
Dorado, PR
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About This Job

Candidate Profile

Education and Experience
High school diploma or GED; 2-3 years of experience in the guest services, front desk, or related professional area.           

Core Work Activities

Maintaining Guest Services and Front Desk Goals 
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.                 Develops specific goals and plans to prioritize, organize, and accomplish your work.  Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.  Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.  Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.                 
Supporting Management of Front Desk Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.                 Encourages and building mutual trust, respect, and cooperation among team members.                 Serving as a role model to demonstrate appropriate behaviors.   Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.  Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.                 
Ensuring Exceptional Customer Service  
Provides services that are above and beyond for customer satisfaction and retention.                 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.                 Responds to and handles guest problems and complaints.                 Sets a positive example for guest relations.   Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals.  Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.   Ensures employees understand customer service expectations and parameters.  Interacts with guests to obtain feedback on product quality and service levels.  Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.                 
Managing Projects and Policies  
Implements the customer recognition/service program, communicating and ensuring the process.   Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy.  Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.  Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.                 
Supporting Human Resource Activities
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.                 Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.                 Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.  Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. Participates in employee progressive discipline procedures.                 
Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.                 Analyzes information and evaluating results to choose the best solution and solve problems.                 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.                 Performs all duties at the Front Desk as necessary.Runs Front Desk shifts whenever necessary. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.   

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About this Employer

Hacienda Del Mar Resort

301 Highway 693
Dorado, PR 00646

+1 787 796 3000

74 Unit Time-Share

Discover the beauty and charm of Dorado, Puerto Rico in luxury. Hyatt Hacienda Del Mar, A Hyatt Residence Club invites you to experience paradise and true serenity at this beachfront resort, located just 25 miles from San Juan and situated on the famed Dorado Beach. Your worries and cares will drift out to sea with the warm tropical breezes as you soak up the sun on our private beach or poolside.

Challenge yourself to a round of golf at one of the nearby championship golf courses.  Plan a day trip to the El Yunque Rainforest or soar through the skies like an eagle hang gliding. Fun in the sun awaits with nearby water sports including windsurfing, jet skiing, snorkeling, kayaking, catamarans, deep-sea fishing and horseback riding. Visit historic Old San Juan founded in 1591, explore the Camuy Caverns–third largest cave system in the western hemisphere–or take a free tour of the Bacardi Rum Distillery. Let our friendly, professional staff take care of arranging your activities both near and far.

Hyatt Hacienda Del Mar features spacious studio, one-bedroom and two-bedroom beachfront accommodations, some of which include full kitchens and jetted spa tubs. Enjoy on-site amenities like tennis, mini-golf, basketball court, sand volleyball court, game room and a state-of-the-art fitness center featuring LifeFitness equipment, free weights, exercise cycles, and treadmills. Enjoy lunch and your favorite tropical drink at the Beach Bohio Bar and Grill or take it surfside if you wish.

At the Hyatt Hacienda Del Mar on Dorado Beach, you'll discover all the fun, sun and excitement that have made Puerto Rico a legendary getaway.