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Front Office Manager in Winter Garden, FL at Diamond Resorts

Date Posted: 2/26/2018

Job Snapshot

Job Description

Under general direction, the Front Office Manager oversees the daily operation of the Front Office to include Front Desk, Night Audit, and all customer service and reservation support functions.

  • Manage day to day operations of the Front Office.
  • Ensure quality assurance standards of hospitality are provided to all guests and visitors on property and/or via telephone.
  • Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service.
  • Exercise independent judgment in addressing and resolving internal and external service complaints.
  • Work closely with corporate and club reservation on yield management, rental and club programs, relocations, and all resort room metrics.
  • Perform quality assurance audit checklist quarterly for Assistant Front Desk Managers and Front Desk Agents.
  • Perform property and room inspections.
  • Schedule and conduct staff meetings.
  • Create, control and review departmental budgets, cash banks, petty cash, room rates, and expenditures at the resort level.
  • Complete bi-weekly payroll.
  • Implement staff incentives for team members who go beyond expectations to reach departmental goals.
  • Serve as manager on duty in the absence of the General manager or Director of Operations.
  • 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. 
  • High School Diploma or equivalent.
  • A minimum of two (2) years of experience required.
  • A minimum of one (1) year of supervisory experience required.
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate 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.
  • This position does not require any licenses or certifications.
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.