WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Responsible for the management of all aspects of the Front Office and Valet Parking operations, in accordance with resort standards.  Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

REPORTS TO:      Director of Front Office; Front Office Manager.

SUPERVISES:        Front Desk Agents, Bell/Door staff, PBX staff.

                                 All staff of the resort in the absence of department/division head and

                                 Executive level management (MOD-Manager on Duty)

WORK ENVIRONMENT:

Front Desk and Back Office Areas, Guest Rooms and Public Areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• perform job functions with attention to detail,  speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

KEY RELATIONSHIPS:

Internal:                    Staff in Front Desk, Bell/Door, Transportation, Concierge, Reservations, Front Desk Management, Hotel Assistant Managers, Catering & Sales, Food and Beverage, Accounting, Housekeeping, Executive Offices, Security and Engineering.

External:                   Hotel guests/visitors, Tour company representatives, Limousine service personnel, other hotels and vendors/suppliers.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate, some college.
• Previous experience in cashiering.
• 2 years’ experience as a Front Desk Supervisor, preferably in the luxury segment.
• Fluency in English both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:
• Input and access information in the property management system/computers/point of sales system.

Desirable:

• Bachelor’s Degree.
• Fluency in a second language, preferably Spanish and/or Portuguese and/or Russian and /or French.
• Certification in CPR.
• Previous supervisory experience, preferably in a 5 Star Resort.
• Ability to suggestively sell.
• Previous guest relations training.

PHYSICAL ABILITIES

Essential:

1. 1. Frequent standing and walking throughout shift.
2. 2. Endure various physical movements throughout the work areas.
3. 3. Reach overhead and extension up to 30 inches complete tasks at different levels.
4. 4. Remain in stationary position for up to 8 hours throughout work shift.
5. 5. Satisfactorily communicate with guests, management and co-workers to their understanding.

• Load and unload luggage from point of origin to destination.
• Lift, transfer and store heavy objects up to 60 pounds
• Occasional kneeling, pushing, pulling and lifting
• Occasional ascending or descending ladders, stairs and ramps

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction. Communicate and/or escalate any unresolved guest concerns/challenges
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• Access all functions of the computer system.
• Print Emergency reports at the beginning of the shift. If inclement weather print 5 days of Detailed arrivals/departures/in house by name and room number and registration cards in the event of loss of power
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies (Key packets; Pool & Beach Passes; Toner; Paper/Stationery; Beverages; and equipment.  Complete requisitions to replenish shortages or additional items needed for anticipated business and inform AFOM are to ensure orders are submitted in Buy Efficient prior to depletion
• Monitor payroll; newspaper and supplies expenses;   Track actuals against budget.
• Monitor inventory of American Express Fine Hotels and Resorts Welcome cards and inform AFOM’s and Director of front office to order prior to depletion.
• Monitor inventory and supplies of front office items
• Ensure that current information on rates, packages and promotions is available at the Front Desk (most current printed in the Front Desk binders) and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations (Late check outs; Early Arrivals; Same floor requests; Upgrades to Partner bookings in accordance with Hierarchy:
• Monitor Newspaper deliveries and alert DOF; FOM and AFOM’s if delivery is variant from order (to avoid company being paid for count if not received)
• Assist DOF; FOM  & AFOM’s in preparing and adjust weekly work schedules for the overnight shift in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled.  Document any late or absent employees – Email to Director of front Office & AFOM’s.
• Coordinate breaks for staff. Address and document break periods under and over 30 minutes
• Assign work duties to staff. Monitor and sign off to verify completion of all items on the AM/PM Agent Checklists; PBX Checklists; Concierge Checklists are completed
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business; Standard of the day; Role play.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Inspect radios and earpieces for From Desk agents; and bellman. Ensure all radios are signed out and in. Immediately report any missing radios
• Inspect radio signed out by Concierge & PBX
• Constantly monitor staff performance in all phases of service and job functions. Provide praise and encouragement for outstanding achievements and performance; and  rectify any deficiencies with respective personnel to include Front Desk, Bell staff, PBX ,  Concierge and valet staff. Make a notation of the occurrence include any support documentation (example: email; screenshot of Opera; Go Concierge or Vertilinc) for use in performance evaluations for positive and areas for further training and development> Coach to impart the “impact” of their action or inaction; and inform the FO Leaders to ensure awareness and assistance in monitoring. 
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up on through to completion and if further resolution pending that this is communicated accordingly. 
• Monitor House banks; audit at the beginning and end of each shift to ensure accuracy including co-signature on the house bank count sheets of both banks. If any variance detected at the beginning of the shift the current outgoing shift must attempt to reconcile the overage or shortage (Were all cash transactions posted; were the due backs reconciled correctly with any cash payments; Are there any pending petty cash receipts or house car purchases pending submission of invoices). Any variance which is unable to be reconciled must be communicated to the Director of Front Office, AFOM’s and the General Manager. Attempts to reconcile and identify the overage or shortage must be conducted immediately.
•  Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure delivery of all guest laundry
• Monitor and ensure all shoes for complimentary shoe shine have the applicable name and guest room number documented to ensure accuracy of return by 6:30am as detailed on the in room COMPLIMENTARY SHOE SHINE CARD
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Review previous night's no-shows, ensure housekeeping and In Room Dining are made aware to reverse turndown; remove/refresh amenity. Ensure reservations is made aware to ascertain of the reservation is to be cancelled. Ensure billing of such – Guest should be charged for No Show and arrival date moved forward. If guest was PRE- REGISTERED and has not arrived by 4pm the following day to avoid consecutive days of room charges.
• Assist Housekeeping with researching any “vacant” rooms identified in advance of departure date. Ensure the discovery is communicated to Front Desk; Front Desk Overnight; Acqualina Housekeeping; Acqualina Reservations. If room scheduled to depart the following day.  Place an “(O)” beside the last name and add a trace for the OVN Team to check out after audit. If departure date is 2 OR MORE days in the future attempt to contact the guest and communicate these details to ensure that the room is not left running vacant for multiple days.
• Assist staff with expediting problem payments. Any incidence of  declined credit cards; credit establishment concerns; inabilities to rectify credit limits exceeded must be reported via email to the Front Desk Group and applicable Finance /outlet managers. Attempts to contact guest must be included and noted including date/time/method of contact.
• Print arrival report for the following day and determine if any reservations are back to back. If a room move is required, send an email to Acqualina Room changes *Ensure that any room move conducted is done in accordance with the usage to ensure that the financial obligation to our owners is being honored*
• Oversee the preparation of the arrival packets for the following day: Including Registration cards (Verify that the rate printed is accurate or rate is suppressed where required; multiple rates are written on the registration card, etc); key packets contain the correct number of pool and beach passes and have the correct room number documented on them. The post it details the guest name, room number, VIP status if any; Dollar amount to be authorized; indication if email address is on file and GRM or Hotel Manager to be contacted.
• Verify that the Credit card transaction report has been printed (D-5-Y-T). Ensure that the Shift 4 process is completed.
• Ensure that all House accounts from the list provided (located on the clip board) are zeroed out
• Ensure that the first half of the night audit is completed.
• Ensure that the Comp room report is sent to the CEO; CFO; General Manager, Director of Revenue and Sales; Business Analyst Manager; DFO; FOM; Reservations Manager; Acqualina Accounting Group.
• Ensure that the trace report is printed; Newspaper requests are noted and delivered accordingly. Forward or close traces accordingly.
• Verify that the wake up call sheet is reviewed and set the alarm for the first scheduled call
• Ensure that the bucket check is conducted nightly to verify that the rate in Opera corresponds with the rate on the registration card. Discern any discrepancies, example : Registration card dates do not coincide with dates of stay; guest name/room number to determine if a name change; room change; amended dates of stay have occurred.
• Ensure that NO SHOWS are identified and communicated via email to Acqualina Room Changes; arrival date pushed forward or  reservations are cancelled if non-guaranteed (for owner bookings, check the reservation in). Kill any showrooms; Late check out holds; Early Check in Holds** VERIFY THAT STEPS 47 to 49 HAVE BEEN COINDUCTED BEFORE  OVERSEEING THE COMPLETION THE REMAINING HALF OF THE AUDIT**
• Once Night Audit process has been completed, ensure that each departure folio is printed and reviewed to ensure that package inclusions have been routed correctly and Notes & Traces have been reviewed to ensure special inclusions are routed or transferred accordingly.
• Ensure that the newspaper carts are prepared. Ensure that Special requests are fulfilled and purchases made where required for papers which are not typically carried or delivered.
• Ensure that the Daily packets are prepared correctly and printed
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Review the arrival report for accuracy and completeness.  Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
• Ensure that Quarterly  NO COMP’S ALLOWED is monitored and reported Daily
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print credit limit exceeded report and ensure that credit card authorizations are secured for any reservation folio which has exceeded the limit; For cash paying guests – Alert the incoming MOD to reach out to the guest; For folios above $10K balance –send the applicable letter to the guest room *UNLESS DEPARTING SAME DAY** Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Review requests for late check-outs and approve according to occupancy.  Communicate this information to Acqualina Housekeeping and Front Desk.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete an inspection of all public areas and restrooms daily and enter any visible deficiencies in HOTSOS for rectification by respective departments.
• Ensure that designated hotel entrances are locked at specified times.
• Maintain awareness of undesirable persons on hotel premises and escort off property.  Contact Security where necessary.
• Ensure all closing duties for staff are completed before staff sign out.
• Conduct a 2 week formal training program for all new hires on the required job functions with criterion expected and department orientation with new hires.  Utilize the checklist for the 10 day training and ensure it is initialed and issued to HT for filing upon completion. Any areas for focus/re-training/additional training must be conducted and signed off on
• Conduct ongoing training with existing staff to include knowledge of Five Star Service Standards; Verbiage; Credit Establishment Procedures
• Instruct all Front Desk Team to login to the Amex FHR portal for quarterly training; download the training; print/date/sign the document to be placed in their files in Human Resources
• Prepare team member 90 day and annual evaluations and submit to FO manager and Director of Front Office for review and submission to Director of Human resources. After receipt of approval from Human Resources; administer the review
• Provide feedback to staff on their performance. Provide praise (and document for use in evaluations). Provide constructive feedback (Be Specific about the action/explain the impact) and document for use in evaluations
•  Handle disciplinary problems. Coach and counsel employees.
• Provide feedback to staff on their performance.  Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with in-coming MOD.
• Complete Credit Check Nightly
• Resolve Traces Nightly
• Coordinate Newspaper deliveries.
• Prepare and submit a Shift handover via email.
• Complete any other duties assigned by Senior Leadership

1. Assume responsibility and be(come) the principal point of contact (MOD-Manager on Duty) for all resort departments to address all challenges and ensure smooth operations between the hours of 11pm until conclusion of the shift and/or in the absence of Division Head/Executive Level Management.

• 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.
• scheduled private events
• all resort and departmental policies and procedures.

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• Contracted banks (must be counted and balanced at every shift exchange: 7am; 3pm:11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices)
• Shortages/overages (Must be reported to DOF; FOM and GM – NO exceptions)
• Late charges (Review to ensure no “inclusions” are billed to guests)
• Petty cash/paid outs ($200.00 maximum per room per day. All Petty Cash and Paid Out slips must be co-signed by the MOD)
• Adjustments (Every adjustment must have an explanation and be signed by MOD)
• Posting charges (Verify that the accurate posting code has been utilized)
• Making change for guests
• Cashing travelers checks ($200.00 maximum per room per day – Must be co-signed in presence of team member cashing the check)
• Processing Foreign Exchange ($200.00 maximum per room per day)
• Payment methods/processing (ensure that no “inclusions’ are billed to guests; ensure that appropriate credit is established and maintained;
• Settling accounts
• Closing reports - All FD (Checklist & User Report); PBX (Checklist and Caller Logs); Bell (Bellman Logs) and Concierge staff (Checklist and User Report) are required to submit their checklists to be reviewed and signed by the MOD prior to team member departing their shift. All support documentation must be
• Cashier reports - All Cash transactions and paid outs must be verified for accuracy to ensure that due backs are calculated accurately
• Balancing receipts (review all agent paperwork to ensure accuracy in utilization of posting codes; transfers; routing of charges)
• Dropping receipts(ensure that all support documentation is contained in the agent paperwork; Ensure that all receipts/charge slips are scanned prior to dropping paperwork to accounting for ease of research upon inquiry)
• Securing banks (must be counted and balanced at every shift exchange: 7am; 3pm; and 11pm by both the outgoing and incoming shift – No exceptions. All Petty Cash and Paid outs are accompanied by the appropriate invoices)