Beach Club Guest Relations Manager

The Boca Raton; Boca Raton (FL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

The Boca Raton seeks an experienced Front Office Manager to lead the Front Office team in a Forbes Five Star service environment in Boca Raton, FL. You will oversee staffing, training, and discipline, while ensuring guest satisfaction and budget-conscious operations.

Responsibilities include coordinating with guest services, maintaining front desk organization, and forecasting daily arrivals/departures to meet top-tier standards.

Qualifications

• Minimum 2 years of experience in a 5-star/Luxury hotel environment.
• At least 1 year of Front Office management experience.
• Bachelor's in Hospitality or Hotel Management preferred.

Responsibilities

• Manages all Front Office department team members.
• Handles hiring, scheduling, training, counseling and discipline of front desk staff.
• Prepares staff schedules within budgetary guidelines.
• Oversees HR functions including recruiting, orientation, training, and performance planning.
• Ensures front desk has necessary information and equipment; prioritizes projects.
• Maintains organization of front desk, Front Door and Bell Desk; communicates clearly with staff.
• Provides guest relations guidance and resolves guest concerns with discretion.
• Assists other guest services areas with daily operations and supervision.
• Forecasts daily arrivals and departures.

Skills

Leadership

Guest relations

Staff training

Communication skills

Team motivation

Planning & organizing

Attention to detail

Flexibility

Education

Bachelor's degree in Hospitality or Hotel Management

Tools

Opera

Knowcross

Microsoft Office

Excel

Job description

The ideal candidate is responsible for managing all front desk operations and motivating a team in a Forbes Five Star Service environment.

Essential Functions

Job duties include, although are not limited to:

Manages all Front Office department team members.

• Responsible for front desk staff, including hiring, scheduling, training, counseling, and discipline.
• Assists in the preparation of staff schedules to ensure the best operational effectiveness within budgetary guidelines.
• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluations, pay and reward programs.
• Ensures the front office has the proper information and equipment to complete department functions. Prioritizes and organizes all projects that pertain to improving front office functions.
• Responsible for maintaining proper organization of the front desk, Front Door and Bell Desk. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve problems. Ensures compliance with The Boca Raton standards to ensure consistent high quality guest relations.
• Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Handles guest relocations as required.
• Assists other guest services areas with daily operations and supervision.
• Manages Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.
• Assists other guest services areas with daily operations and supervision.
• Prepares daily forecast of expected arrivals and departures
• Administration of all personnel files, including training records. Responsible for all personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities.

Internal Relationships

Reports to Beach Club Director of Guest Relations

External Relationships

Has regular contact with hotel guests, members, associates of The Boca Raton

Qualifications

• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to access and accurately input information using a moderately complex computer system, including property management systems.
• Knowledge in Microsoft Office, Word and Excel.
• Strong commands of Opera and Knowcross
• Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
• Able to perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Effective verbal and written communication skills in English
• Ability to be fully available and flexible in availability to accommodate hotel occupancy and business demand.
• Trainer skills and ability to mentor and develop team members.
• Ability to successfully motivate and lead a team.
• Ability to plan and organize large projects.

Education/Experience Requirements

• Minimum 2 year of experience working in a 5-star/Luxury hotel environment.
• A minimum of 1 years of Front Office management experience
• Bachelors in Hospitality or Hotel Management preferred

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.