Front Office Manager

Job Summary The Front office manager coordinates the daily functions of the hotel front desk, night audit, bell person, hotel concierge and beach services. This position works closely with the housekeeping and maintenance departments to deliver exceptional accommodations and customer service to the guests. Additionally, the Front Office Manager trains and manages staff, supervises administrative and clerical duties, and addresses customer complaints and queries.

Primary Responsibilities & Essential Functions Attend weekly management meetings

Assist front desk with their duties/ help create their daily procedures

Troubleshoot system errors

Answer phones and respond to emails

View and organize reservations

Follow-up on guest complaints or issues

Complete payroll by the designated due date Create weekly schedules

Ordering, Invoicing, and inventory of the needed supplies

Responsible for covering hourly shift

Defining and implementing front desk objectives and procedures

Training of staff and managing of shift schedules

Tending to guests’ complaints and procedures

Administrative duties such as filing and updating records, among others, as needed

Maintaining front desk office supplies and equipment

Ensuring the front desk and reception area is kept clean and organized

Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines

Assist in the development and monitoring of the budget to provide top quality customer service

Compile occupancy reports and financial information for the general manager

All other duties as assigned

Education and Experience Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs

Ability to read, write, speak, and communicate in basic English preferred

Bachelor’s degree in hospitality or similarA minimum of 2 years’ experience as a front desk agent

Leadership experience preferred

Background in front office operations and housekeeping

Knowledge, Skills, Abilities Detail oriented and thorough

Ability to perform consistent work to the highest of standards

Ability to remain discreet and respect the privacy of guests

Proficient in word and excel

Ability to interact with guests in a pleasant friendly way Ability to lead and train efficiently and effectively

Ability to provide exceptional customer service

Ability to solve issues independently

Critical thinking skills

Basic knowledge of bookkeeping

Excellent time-management skills

Proven ability to respond effectively to sensitive inquiries or complaints

Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.

Interpersonal skills, high level of communication skills, ability to make decisions and lead others

Understanding of how Housekeeping and Front Office work together

Physical Demands Walking, standing for long periods of time Lifting, bending, reaching as needed

Frequent keyboarding

Must be able to life 25lbsWorking Conditions Primarily indoors with exception of assisting bellman or guests outside

Possible exposure to extreme heat or cold depending on season

Possible exposure to a somewhat noisy environment

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company/St. Joe Resort Operations reserves the right to amend and change responsibilities to meet business and organizational needs.