Assistant Front Desk Manager

Driftwood Hospitality Management; Osage Beach (MO); On-site; USD 41,328,000 - 56,019,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Margaritaville Lake Resort in Osage Beach is seeking a Front Desk Leader to guide the team and deliver exceptional guest experiences. The role focuses on service excellence and smooth front desk operations to create a welcoming first and last impression for guests.

The position reports to the Front Office Manager and requires at least 1 year of Front Desk experience plus 1 year of supervisory experience. You will manage up to 10 staff, handle scheduling and incident resolution, and assist with

Qualifications

• Has at least 1 year of Front Desk experience and at least 1 year of supervisory/management experience.
• Demonstrates strong guest service and communication skills.
• Ability to multitask, supervise up to 10 staff, and manage scheduling and budgeting.

Responsibilities

• Oversee Front Desk Agents and PBX Operators; supervise up to 10 staff.
• Ensure end-of-day reports, closings, deposits, and guest responses are completed.
• Respond to guest requests and complaints in a courteous, timely manner.
• Assist in development of the annual Front Desk Budget and labor/expenses planning.

Skills

Guest service

Communication skills

Staff supervision

Scheduling

Budgeting

Hospitality etiquette

Problem solving

Team leadership

Education

None

Tools

PBX system

Microsoft Excel

Front Desk software

Job description

Join the team and love your job! The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and that experience begins at the Front Desk. With good pay, extensive benefits and a family atmosphere, we are seeking a strong leader to drive the Front Desk team to service excellence every day.

Join the team and love your job! The team at Margaritaville Lake Resort is here to create and deliver fun and escapism for our guests, and that experience begins at the Front Desk. With good pay, extensive benefits and a family atmosphere, we are seeking a strong leader to drive the Front Desk team to service excellence every day.

Job Type: Full Time

Pay: $ 17.00 per hour

Age Requirement: Must be at least 18 years of age Reports to: Front Office Manager

The Front Desk experience will form the first and last impression of our guests and it’s your goal to ensure that we not only meet, but exceed, the expectations of our internal and external customers.

Responsibilities Include

• Must have at least 1 year of previous Front Desk experience and at least 1 year of previous management or supervisory experience.
• All of the responsibilities of a Front Desk Agent, Front Desk Rooms Controller and PBX Operator (a job description for each of these positions can be provided upon request).
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Read the pass on logbook and white boards daily and take action accordingly.
• Oversee a staff of up to 10 people. Assign, coordinate, and supervise work activities of Front Desk Agents and PBX Operators.
• Ensure Front Desk Agents end of day reports are completed including; shift closings, deposits, refunds, miscellaneous charges and guest responses.
• Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
• Provide information and direction to staff to achieve 100% occupancy.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Review out of order rooms daily to determine status and estimated date to return room to inventory.
• Attend meetings as appropriate; stand up, staff, pre-con, holiday planning and any special meetings.
• Respond and resolve guests’ requests, complaints or questions in a courteous and timely manner.
• Assist in the development of the annual Front Desk Budget and assist to manage labor (scheduling) and expenses (inventory) based on both business and budget throughout the year.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

Personal Skills

• Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name, thank them and invite them back!
• Has "a smile you can hear". Uses customer-oriented telephone etiquette to get information. Greets callers, establishes rapport and projects professional tone.
• Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment.
• Ability to scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.
• Is organized and able to prioritize workload; able to multi-task for the benefit of quality services
• Has superb communication skills; oral and written, ability to handle difficult people.
• Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear.
• Takes pride in a job well done.
• Has great attention to detail and works well under pressure in a fast-paced environment.
• Cooperate with employees from all departments.
• Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times
• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.
• Must have a flexible schedule and be available days, nights, weekends and holidays.
• Must have good computer skills; typing 40 words per minute or more preferred.
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook

Physical Requirements

• Writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break.
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.