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Front Desk Manager in Williamsburg, VA at Diamond Resorts

Date Posted: 1/27/2018

Job Snapshot

Job Description

JOB SUMMARY   
Under general direction, the Front Desk Manager provides exceptional member, owner, and guest satisfaction while following proper policies and procedures.

ESSENTIAL JOB FUNCTIONS
  • Manage day to day operations of the Front Office.
  • Ensures quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
  • Check in/out guests, compute bills, collect payments, and make change.
  • Receive requests and/or complaints and take appropriate action by communicating with departments involved via telephone/email.
  • Complete Front Desk account transactions including end-of-day shift reports.
  • Monitor inventory and perform tasks of inventory control.
  • Perform quality assurance audit checklist quarterly for Assistant Front Desk Managers and Front Desk Agents.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
EDUCATION
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of one (1) year of experience in the customer service field required.
  • A minimum of six (6) months of supervisory experience in the customer service field required.
SUPERVISORY RESPONSIBILITIES
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinated achievements of subordinate staff. 
A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.  Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. 
Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. 
Specific supervisory duties include, but are not limited to the following:
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Recruit, interview, train, discipline, and terminate direct reports. 
  • Orientate and train direct reports
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provide assistance and support; maintains a positive and professional working environment.
  • Approves time records and time off requests; submits payroll for direct reports.
LICENSE & CERTIFICATIONS
  • This position does not require any licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.

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