Assistant Director of Front Office, Cloister

Summary The Assistant Director of Front Office is responsible for managing all front office operations, supporting the bell and valet teams and has proven experience in leading a team in a Five Star Service environment. This role works closely with front office senior leadership at Bungalow, Yacht Club, Tower, and Beach Club. Essential Functions Supports the Director in managing Guest Relations department team associates. Assist in team associates hiring, training, counseling, and discipline. Schedule manager and associates responsibly handle business needs and flex as needed. Assists in the preparation of staff schedules to ensure the best operational effectiveness within budgetary guidelines. Ensures accuracy of payroll daily Familiar with rooms’ forecast and schedules, accordingly, incorporating any arrival data available for optimal scheduling. Works with Revenue Management and Housekeeping on rooms control function. Conducts Monthly departmental meetings (may need two per month to cover all schedules) Supports Housekeeping and Engineering to ensure an optimal rooms’ PM Program Attends Pre-Con Meetings Ensures accuracy of daily TBR Compass Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions. Responsible for maintaining proper organization of the front desk and back-office areas. Incorporate/inventory management system for supplies and conduct bi-weekly inspection for proper supplies on hand. Communicates effectively both verbally and in writing to provide clear directions to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement. Informs and updates executives, peers, and subordinates on relevant information in a timely manner. Uses creative management skills to solve problems. Ensures compliance with The Boca Raton standards are met 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. Attend all mandatory meetings. Support the training and development of all associates, including direct reports, is consistent. Work with Director of Housekeeping, Bungalow Manager, Bell & Valet Manager, and GEM Director to ensure cross communication is open to all departments. Perform front desk duties in high demand times. Knowledge, Skills, and Abilities: 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 of Microsoft Office, specifically Word and Excel. Strong knowledge of Opera, and all applicable software programs used. Must be able to multitask using multiple software applications at any given time. Ability to understand guest needs and expectations and deliver superior customer services with a little input from others. Must be an excellent communicator is all aspects of his/her job including coworkers and guests. Always looking for the best interest for both guest and resort. Able to perform a job with attention to details and the ability t…

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