Front Office Manager at Embassy Suites

Job Summary

The responsibility of Lodging Manager is to direct, supervise and provide leadership for the Front Office, Housekeeping, Guest Services, Spa Operations, & Beach Services efforts to achieve the highest levels of Guest Satisfaction, quality service and compliance with St Joe Club & Resort policies and procedures while meeting/exceeding financial goals.

This position is responsible for the short-term planning and day-to-day operations of the Division. The major areas of responsibility/ management include: Front Office, Reservations, Housekeeping, Guest Services, Concierge, Spa Operations, & Beach Services. Recommends implements and monitors the Departments’ budgets and manages expenses within approved budget constraints. Primary property contact regarding Revenue Management strategies: development, review, and implementation; works hand in and hand with St Joe Club & Resorts Revenue Management Team.

Primary Responsibilities & Essential Functions

• Maintain complete knowledge at all times of all hotel features/services, activities, and events
• Responsible for ensuring all positions are knowledgeable all hotel services, standards, and procedures
• Work with Director of Lodging, Front Office, Housekeeping and Maintenance team to establish unique amenities enhancing the guest experience and ensure proper operational procedures exist
• Anticipate guests needs, maintain positive guest relations, and promptly resolve guest complaints and concerns to ensure satisfaction
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service
• Assist staff with job functions for optimum service to guests
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction and resolution management
• Schedule Front Office and Housekeeping staff for the property to ensure appropriate service levels
• Complete accurate timekeeping/payroll responsibilities while adjusting to budgetary constraints based on business levels
• Responsible for strategic planning and execution focus on profitability, guest enhancements, employee development and company organization
• Focus on staff development and associate engagement through various team building activities and incentive programs
• Coordinate and execute the proper training with department managers for hotel staff
• Conduct interviews with department heads and hire according to workforce planning
• Assist Director of Lodging with budgetary planning and forecasting as well as labor management
• Ensure guest room product and design remains consistent and streamlined.; complete the coding of invoices for vendors for their services
• Report on location Profit and Loss statement addressing any variance explanations and working towards operating efficiencies
• Oversee night audit operations and procedures and handle any minor maintenance needs that arise for guest rooms and commons areas
• Complete work orders for maintenance repairs and submit to engineering
• Foster and promote a cooperative working climate, maximizing productivity and employee morale
• Review status of assignments and any follow-up action with on-coming staff
• Adhere to payment, cash handling and credit policies/procedures Extend appreciation to guest and invite them to return

Education and Experience

•  Four-year college degree preferred or equivalent education/experience
• Three to five years of experience in a related position
• Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the industry
• Commitment to the highest levels of hospitality, staff development and guest relations
• 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

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
• Ability to interact with guests in a pleasant friendly way
• Accounting skills with complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e., budgets, forecasting
• Ability to achieve excellent guest relations and maximize guest satisfaction.
• Strong leadership and management skills.
• Strong oral and written communication skills.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, empathy and diplomacy to diffuse anger, collect accurate information and resolve conflicts
• Planning and organizational ability
• Computer skills: Windows, MS Word, Excel, Outlook, Opera, Aloha, SafeLock

Physical Demands

• Walking, standing for long periods of time
• Lifting, bending, reaching as needed
• Frequent keyboarding
• Must be able to life 25lbs

Working 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