Part time Overnight Desk Manager

Job Information

• Job Number:
• Job Category:
  Rooms & Guest Services Operations
• Location:
  
  6677 Sea Harbor Dr, Orlando, Florida 32821
• Schedule:
  
  Part Time
• Job Type: Management
• Pay Range: $26.92–$33.65 per hour
• Bonus Eligible:
  Yes
• Shift: Overnight Shift Preferred

Job Summary:

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements for the front office, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role ensures guest and employee satisfaction, achieves the operating budget, and supports financial and administrative responsibilities.

• High school diploma or GED; 1 year experience in guest services, front desk, or related area.
• or 2‑year degree from an accredited university in Hotel & Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making, demonstrates honesty/integrity, and leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Understands employee positions well enough to perform duties in employees' absence.
• Handles employee questions and concerns.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Supports daily Front Desk shift operations.

• Supports day‑to‑day operations, ensuring quality, standards, and customer expectations are met.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Participates in department meetings and continually communicates a clear and consistent message regarding Front Desk goals to produce desired results.
• Strives to improve service performance.
• Observes staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supports same‑day selling procedures to maximize room revenue and property occupancy.
• Understands the impact of Front Desk operations on overall property financial goals and objectives.

• 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.
• Sets a positive example for guest relations.
• Encourages employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints, seeking assistance from supervisor as necessary.
• Interacts with guests to obtain feedback on product quality and service levels.

• Supports implementation of customer recognition/service programs, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Ensures employees have the proper supplies and uniforms.
• Assists in the use of a guest information tracking system to ensure a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

• Identifies developmental needs of others and provides coaching, mentoring, or otherwise helps others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides feedback to individuals based on observation of service behaviors.
• Participates in an ongoing employee recognition program.
• Supports training when appropriate.
• Participates in the employee performance appraisal process.

• Provides information to supervisors, co‑workers, and subordinates by…