Hotel Front Desk Manager

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Sunseeker Resort Charlotte Harbor is currently searching for a Front Desk Manager!

The Front Desk Manager is responsible for all front desk functions and team members. The Front Desk Manager oversees Front Office ambassadors, business center and concierge, as applicable. Successfully execute all front desk operations, including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.

All duties are performed in accordance with the department and Sunseeker Resorts policies, practices and procedures.

Job Duties

• Manage the delivery and measurement of excellent guest service consistent with the Company’s core service standards and brand attributes that exceed guest expectations. Respect, Integrity, Excellence, Accountability & Teamwork.
• Work in partnership with the VIP Services Manager, Reservations Manager, Front Services Manager and Night Audit Manager in the execution of all Arrivals/Departures and VIP Service Standards.
• Assist in the training and development of all team members to ensure adherence to guest services standards within established departmental policies and procedures.
• Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.
• Maintain confidentiality of department affairs, and process detailed reports on occupancy and financials.
• Respond to and resolve team member complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
• Operate smooth, efficient, cost-effective operations, including labor management, supervision of all aspects of services and inventory control.
• Supervise staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
• In partnership with leadership, develop and/or modify systems and practices that create operational challenges, in order to create unparalleled excellence in customer service.
• Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements to create a work environment which promotes teamwork, recognition, mutual respect, and team member satisfaction.
• Maintain all departmental assets and ensure all departmental areas (FOH and BOH) are clean and organized.
• Oversee the department in the absence of the Manager of Front Office and VIP Services.
• Supervise team members to ensure they are alert to all their duties and adhere to Company policies and procedures regarding safety, health and welfare of the guest and the property and conduct disciplinary actions as needed.
• Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
• Be knowledgeable of Resort information to answer guest inquiries and ensure all Front Desk staff has confidence in their knowledge of Resort information.
• Complete all payroll related functions within payroll accounting system checking team member swipes and issuing payment for up-sell commissions.
• Conduct hiring functions such as scheduling and conducting interviews, issuing job offers, and scheduling Property orientation.
• Ensure all service and regulatory related courses are completed, Service Refresher Courses are provided and executed, and that all staff are fully compliant.
• Exercise discretion and independent judgment when evaluating new programs, new services, and new ideas.
• Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
• Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards.
• Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience.
• Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Front Services, Front Office, F&B, Golf, HR and Executive Offices
• Foster a management team that possesses and delivers on key strategies of guest service, team member relations, team…