The Palms Hotel & Spa combines genuine service, laid-back sophistication and oceanfront serenity into a 251-room vacation, meeting, and wedding destination where complete wellness and environmental awareness are at the center of each guest experience.
Privately owned and managed by a European family since over 25 years, The Palms is a AAA Four-Diamond rated hotel with a lush tropical pool area, a full-service beach operation, over 8,000SF of meeting and event space, an AVEDA lifestyle spa & salon, and ESSENSIA Restaurant & Bar, its signature natural gourmet eatery. The Palms Hotel & Spa is a member of Preferred Hotels & Resorts, a collection of the finest independent luxury hotels around the world, and Beyond Green, a global portfolio of planet Earth's most sustainable hotels, and the recipient of Travel & Leisure's World's Best Award for six consecutive years.
Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of our family!
JOB SUMMARY:
The Front Office Manager manages all the operations of Front Office: At Your Service, ensures efficient guest registration, check out, telephone service and guest requests, observes front desk/guest service agents as well as telephone operators and ensure that established procedures are completed in accordance with policy and procedure.
Job Duties / Tasks / Responsibilities
Manage the front desk operation including guest registration, room assignment and check out procedures
Assign VIP guest rooms and monitor amenities
Monitor billing, cashiering and bill adjusting procedures
Manage 3 VIP programs (American Express Hotel Collection, iPrefer Member Program, Capital One)
Scheduling
Manage the Concierge Staff , Bellstaff, and At Your Service staff, including monitoring and evaluating performance
Monitor billing, cashiering and bill adjusting procedures
Manage Room Upgrade Incentive Program
Represent hotel management in guest issue resolution
Mentor, train & coach the front office staff
Work closely with Reservations and Housekeeping Departments
Interview New Hire candidates
Take part of the Manager on Duty program
Anticipate and improve guest satisfaction
Manage difficult service situations
Pro-actively monitor, track and respond to guest comments and feedback
Manage shift transfer process & proactively disseminate information
Lead & facilitate Front Office Meetings
Participate in hotel departmental meetings
Knowledge, Skills, Abilities Required
At least 2 - 4 years of experience in Front Office/Guest Services including two years management experience
Proficient in the English language, both spoken and written. Second language is an asset.
Opera On-Premise or Opera Cloud PMS knowledge required
Knowledge of a task management/guest engagement platform (e.g. Nuvola, HotSOS) preferred
Knowledge of SLACK communication platform for inter-and cross-departmental communication preferred
Knowledge of Booking.com and Expedia Extranets a must
Interpersonal Abilities Required
Display genuine care for all co-workers and guest(s)
Professional leadership and motivation skills to lead our strong cohesive team
Ability to handle a multitude of tasks in a busy environment
Maintain a professional appearance and manner at all times
Excellent people skills
Demonstrate a "can do" attitude for all team members
Excellent time management skills
Ability to multi-task and prioritize assignments
Excellent planning, coordination and organizational skills
Physical Demands /Requirement
Most of the time spent standing, walking or there are some requirement to lift moderate weight (10-20 pounds)
Work Environment/ Conditions
Typically located in a comfortable area. There may be regular exposure to mild discomfort from factors such as dust, odors, extreme temperature, inclement weather, noise, or lights.
This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.
The hotel will function seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill these demands
While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. The team member will also come in contact with noxious and abrasive chemicals that must be handled properly to ensure the safety of the team member and others.