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The Front Desk Assistant Managers skill and abilities are often the first and last impression represented to our guests. The Front Desk Assistant Managers goal is to ensure that we not only meet but exceed the expectations of our internal and external customers. The Front Desk Assistant Manager is to provide guidance and leadership, supervising and coaching our front office team, and ensuring the delivery of consistent quality customer service.

One year Front Desk Agent experience is required for this position.

Job Summary

• All of the responsibilities of a Front Desk Agent, Front Desk Rooms Controller and PBX Operator (a job description for each of these positions can be provided upon request).
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Read the pass on logbook and white boards daily and take action accordingly.
• Oversee a staff of up to 10 people. Assign, coordinate, and supervise work activities of Front Desk Agents and PBX Operators.
• Ensure Front Desk Agents end of day reports are completed including; shift closings, deposits, refunds, miscellaneous charges and guest responses.
• Perform house counts and review daily arrivals, identify potential problems with rooms activity and take appropriate action.
• Provide information and direction to staff to achieve 100% occupancy.
• Prepare the Daily Scoop Sheet to communicate resort activities.
• Review out of order rooms daily to determine status and estimated date to return room to inventory.
• Attend meetings as appropriate; stand up, staff, pre-con, holiday planning and any special meetings.
• Respond and resolve guests requests, complaints or questions in a courteous and timely manner.
• Assist in the development of the annual Front Desk Budget and assist to manage labor (scheduling) and expenses (inventory) based on both business and budget throughout the year.

• Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guests name, thank them and invite them back!

• Uses customer-oriented telephone etiquette to get information. Greets callers, establishes rapport and projects professional tone.
• Has great attention to detail and works well under pressure in a fast-paced environment.
• Cooperate with employees from all departments.
• Ability to scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures.
• Follows time management guidelines; managers should arrive 15 minutes prior to their shift to clock in allowing them time to get report from the outgoing manager, unless authorized by a manager the assistant manager will have a 30 minute lunch break; the assistant manager should make every reasonable effort to leave the desk at the end of their scheduled shift allowing them up to 15 minutes to file paperwork, pass on important information and bank out before clocking out.
• Ability to accurately gather and report information to appropriate parties as requested.
• Is organized and able to prioritize workload
• Able to multi-task for the benefit of quality services
• Assist guests with safe deposit boxes.

• Secures guests valuables by processing lost and found.

Physical Requirements

• Requires rigorous activity; grasping, writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break.
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.
• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook