Assistant Front Office Manager - Cloister Guest Services (Exempt)

Sea Island Company; Sea Island (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Sea Island Company seeks an experienced Front Office Leader to supervise Front Desk, Concierge, Bell Stand and Valet operations. You will ensure warm, attentive, timely service, train staff, and manage shifts to support exceptional guest experiences.

Must have a college degree and luxury-hotel experience; strong communication and operational skills are essential to maintain Sea Island's Five-Star reputation.

Qualifications

• Two (2) years of management experience in Front Office and/or Guest Services.
• College degree required; Hospitality or Business-related degree preferred.
• Excellent communication skills, both written and verbal.
• Ability to operate hotel computer systems.
• Proficient in Windows XP and Microsoft Office (Word, Excel, Outlook).
• Commitment to Sea Island's Five-Star standards and guest service.

Responsibilities

• Lead Front Desk, Bell Stand, Concierge, Valet, and liaison with Guest Services.
• Oversee scheduling of all Guest Services, Front Desk, and Concierge.
• Attend and assist in leading the daily DSQ meeting with hotel management.
• Conduct daily walk-throughs of public areas for maintenance and cleanliness.
• Review supply pars and daily shift reports; provide guidance as needed.
• Oversee training initiatives per Sea Island Forbes Five-Star standards.
• Coordinate guest billing with Accounting and ensure accuracy.
• Greet guests, respond to needs, and provide VIP service when required.

Skills

Staff Leadership

Guest Services

Communication

Operations

Problem Solving

Education

Bachelor's Degree

Hospitality or Business

Tools

Hotel PMS

Microsoft Office

Windows XP

Job description

Collaborate with the Front Office Manager to oversee the operation of the Front Desk, to include concierge, Bell Stand, and Valet positions, and assist in performing the duties of any Front Office position to supplement or replace regular staff as business needs warrant. Ensure friendly, attentive, and timely service is provided by Front Office Staff to create an exceptional experience for all of our guests and members. Promote the Sea Island legacy of warm genuine hospitality. Uphold and ensure compliance with all company and departmental policies and procedures.

Minimum Requirements

Two (2) years of management experience in Front Office and/or in a Guest Services role within a luxury hotel or resort; (5) years of experience preferred

• Experience working for a four or five diamond/star property preferred
• College degree required; Hospitality or Business-related degree preferred, four-year degree preferred
• Excellent communication skills, both written and verbal
• Ability to effectively operate all hotel computer systems
• Proficient in Windows XP and Microsoft Office software applications such as: Word, Excel, and Outlook
• Ability to provide simple math calculations
• Consistently aspires to fulfill our core Company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty & Trust)
• Exhibits the Sea Island Five-Star Behavior Standards with guests, members and co-workers
• Must possess a positive attitude and have the ability to work with a variety of people and in cooperation with coworkers efficiently and effectively
• Must be detail oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment
• Ability to easily adapt to organizational and environmental changes
• Must be flexible to working days, early mornings, evenings, weekends, and holidays
• Report to work at the scheduled time, neatly groomed and in compliance with company Dress Code Policy

Tasks/Responsibilities

• Lead Front Desk, Bell Stand, Concierge, Valet, and serve as liaison between Guest Services and the rest of the resort
• Oversee scheduling of all Guest Services, Front Desk, and Concierge
• Attend and assist in leading the daily DSQ meeting with hotel management and staff
• Conduct daily walk through of public areas to ensure maintenance and cleanliness of guest areas
• Review supply pars to ensure adequate supply availability
• Review daily shift reports and provide guidance and follow-up as necessary
• Oversee training initiatives according to Sea Island and Forbes Five-Star standards
• Work closely with Group Reservations Coordinator and Accounting Group Billing Clerk to ensure accurate guest bills
• Oversee the booking of rooms for Housekeeping and Engineering on a daily basis for room maintenance
• Greet and respond to the needs of hotel guests
• Meet and Greet VIPS's
• Provide management coverage as shift MOD
• Learn the names and personally recognize our regular guests and co-workers
• Read all information such as correspondence, special billing, and memoranda instructions in order to be prepared for guests' needs in advance
• Adjust errors and correct discrepancies on guest accounts
• Enter and retrieve data to keep guest information current and to respond to internal needs to retrieve guest history
• Work with all hotel departments to maintain maximum rapport and open communication channels to anticipate and satisfy guests' needs and demands
• Act to solve guest problems, coordinating necessary efforts through the appropriate department and to consistently follow up with guests to ensure proper actions and responses have been received
• Represent Guest Services at group pre-convention and operations meetings, all other meetings as delegated
• Complete a Guest Problem Resolutions (GPR) form on any issues (solved and unsolved issues)
• Answer any questions guests may have about Sea Island or the area to the best of one’s ability
• Maintain cleanliness and organization in all work areas
• Uphold appropriate departmental standards of quality/timing
• Uphold and ensure compliance with all company and departmental policies and procedures
• Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures
• Attends all scheduled employee meetings and brings suggestions for improvement
• Willing and timely execution of other duties as delegated by leadership