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Resorts - Director of Front Office - The Fountains in Orlando, FL by Bluegreen Vacations

Date Posted: 1/22/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orlando, FL
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    1/22/2018

Job Description

The Director, Front Office is responsible for all operations related to the Front Desk, PBX and Bell departments. The Director, Front Office oversees inventory and rate management in order to maximize revenues; maintains guest service standards and ensures owner and guest satisfaction. Also responsible for ensuring compliance with established policies, procedures and systems.

Responsibilities
• Interview, hire, train, schedule, coach, counsel, and discipline Guest Services Associates as needed.
• Prepare and deliver annual Performance Evaluations as well as Individual Development Plans for the Guest
Services team.
• Responsible for the efficient and effective daily operation of Guest Services.
• Maintain adequate and accurate room inventory. Monitors availability and reservations regrets.
• Monitor rate plans are appropriate to occupancy and communicate any discrepancies to Yield and Resort
management.
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally.
• Manages the Medallia, Choice and RCI alerts and comments.
• Ensure Quality Assurance compliance with General Policies in Guest Services.
• Maintains the quality of guest satisfaction, focusing on the Arrival Experience and Problem Resolution.
• Ensure appropriate staffing levels necessary for maintaining excellent guest service standards.
• Complete and reconcile all EOM reports as needed for financial reporting, including monthly variances and
forecast projections.
• Ensure that associates complete daily responsibilities including Internal Audit compliance from duties. assigned to
Guest Services.
• Monitor Accounts Receivable billing.
• Verify nightly audits to ensure all financial controls are being met.
• Monitor and code all invoices related to Guest Services operations.
• Manage checkbook and expenses while adhering to budget guidelines.
• Participate in budget preparation.
• Leads Room Readiness Committee.
• Communicate effectively with all other departments, including sales and marketing.
• Responsible for the Manager on Duty shifts as well as the preparation on the Stand Up communication daily.
• Delegate duties and responsibilities to Evening Resort Manager and Guest Services Supervisors as appropriate.
• Conduct effective monthly staff meetings.
• Develop succession plan for the Front Office.


~UP

Job Requirements

1 – Minimum Formal Education: Associate's Degree or 2 year technical certificate
2 – Minimum Experience: 4+ years in Hotel/Resort management required. Timeshare industry experience preferred. Must have hotel operation experience and be knowledgeable about yield rate management.
3 – Essential Training, Knowledge, Licenses and /or Certifications: Should be familiar with the daily operations of the front office, including room reservations. Must have extensive problem resolution and customer service knowledge.
4 – Essential Professional Skills/Competencies: Must be able to effectively manage a team of Guest Service Associates. Proficient knowledge of Microsoft Word, Excel, PowerPoint, Outlook.
Knowledge of PMS. Must be able to handle multiple tasks and oversee multiple projects in various departments. Must have strong verbal and written communication skills. Be self-motivated, detail-oriented and able to delegate work assignments in an organized fashion. Able to anticipate and assess guests needs and is sociable and outgoing with people. Willing and able to perform all front office job duties. Willing and able to comply with and enforce company and resort policies and procedures. Remain calm and composed in demanding and stressful work situations. Be flexible or adaptable under changing conditions, priorities, and unexpected situations. Have a positive disposition, thriving on ambiguity, openness to differences, patience, visionary leadership, strategic thinking and execution.

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