Front Office Manager

Overview

South Florida’s beacon of hospitality, Pier Sixty-Six Resort returned Fort Lauderdale.. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We currently have an opportunity for a well-rounded and seasoned Front Office Manager to join our Pier Sixty-Six Resort team!

Front Office Manager is responsible for the management of all aspects of the Front Office functions (Front Desk and Call Center), in accordance with Pier Sixty-Six standards, AAA and Forbes Travel Guide Standards. Directs, implements, and maintains a service and leadership culture which encourages both team members and guests to seek moments to be extraordinary

Responsibilities

• Maintain complete knowledge of and comply with all resort and departmental policies/service procedures/standards.
• Ensure efficient operation of the Front Office team with the efficient handover.
• Ensure the Front Office team is knowledgeable and fully adheres to both Pier Sixty-Six Resort and Forbes standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at any time of day, while maintaining positive guest relations.
• Resolve guest complaints, ensuring guest’s complete satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Maintains software knowledge of systems utilized within the resort.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget Ensure that current information on rates, packages and promotions is available at the Front Desk and that all team members are knowledgeable on such.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to expedite these situations best.
• Reviews and monitors the schedules of the Front Office team to ensure productivity and adequate support based on operational needs. Monitors their activities to ensure that standards are being met, the team is being supported, and guest needs are being met.
• Conduct pre-shift meetings with team members and review all information pertinent to the day's business.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to alleviate the pressure and process the guest expediently, avoiding congestion in the Resort Lobby.
• Monitor and ensure that express check-outs are processed through the system.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Act in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively to any hotel emergency or safety situation.
• Monitor and ensure all cashiering procedures comply with accounting policies and standards.
• Review the previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• Audit surrounding area hotels daily for room status, rates, discount rates, and packages. Maintain a current list of available locations for walk situations.
• Anticipate low occupancy periods and coordinate room blocking with the Director of Housekeeping to maximize labor costs, deep cleaning, and room maintenance.
• Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure each room's accurate status, the rooms' readiness for check-in, and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review the status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
• Review requests for late check-outs and approve them according to occupancy. Communicate this information to Housekeeping and all necessary team members.
• Review all out-of-order rooms daily with respective departments to determine the most current status and the estimated date for return to room inventory.
• Ensure training checklists and new hire onboarding materials are updated and adhered to by the appropriate leader.
• Provide feedback to team members on their performance. Handle disciplinary problems and counsel them.
• Foster and promote a cooperative working climate, maximizing productivity, team member morale, and engagement.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit them via Alice. Contact Engineering Leadership directly for urgent repairs.
• Review the status of assignments and any follow-up action with the on-coming Manager on Duty.
• Perform additional tasks assigned by management.

Qualifications

• High school diploma or equivalent
• Completion of College Level courses with a concentration in Business or Hospitality is strongly desirable.
• Five (5) or more years of experience as a manager or director in the Hospitality Industry, preferably in a luxury 4 or 5-star/diamond hotel or resort.
• Thorough knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Star Standards.
• Certification in CPR is highly preferred
• Ability to effectively communicate with guests, vendors, and co-workers, both verbally and written.
• Strong organizational, motivational, interpersonal and multi-tasking skills.
• Strong critical thinking, problem-solving, judgment, and decision-making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Ability to cope effectively with change, comfortably handle risk and uncertainty, and shift gears at a moment’s notice while remaining composed under pressure. Do not show frustration when dealing with upset guests or team members.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and property's demands.

Physical Requirements

• Ability to sit and work at a desk for extended periods of time.
• Ability to use a computer, keyboard, mouse, telephone, and other standard office equipment for extended periods.
• Ability to stand, walk, bend, reach, and move throughout the office or workplace.
• Ability to communicate effectively in person, by telephone, and through electronic communication.
• Ability to occasionally lift and/or carry office materials, files, supplies, or equipment weighing up to 40 pounds.
• Ability to perform repetitive hand and wrist movements associated with computer and office equipment use.
• Ability to maintain visual attention and concentration for extended periods while working on a computer and reviewing documents.
• Ability to navigate office areas safely, including walking between workstations, meeting rooms, and common areas.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program
• Paid time off/sick time
• Participation in a 401(k) plan with a company match
• Complimentary team member meals
• Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality. #piersixtysixresort