Asst Front Office Manager

ABOUT US:

The Palms Hotel & Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel’s signature eatery, Essensia Restaurant & Bar, delivers all-natural dining with a focus on locally and sustainably sourced ingredients. The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels & Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years.

Known as Miami Beach’s premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards. 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 The Palms family!

JOB SUMMARY

Assistant Front Office Manager assists the Front Office Manager in directing and supervising operational duties of the hotel's front office to provide the highest standards service.

MAIN DUTIES & RESPONSIBILITIES:

• Manage the front desk operation including guest registration, room assignment and check out procedures
• Monitor and evaluate performance of the front office staff
• Monitor cash handling procedures
• Monitor billing, cashiering and bill adjusting procedures
• Represent property management in guest issue resolution and decisions related to the front office
• Assign VIP guest rooms and monitor amenities
• Mentor, train & coach and discipline the front office staff
• Interviewing potential front office staff
• Drive innovation, identify & resolve issues to improve and uphold standards in operational area
• Anticipate and improve guest satisfaction in area & manage difficult service situations
• Pro-actively monitor, track and respond to guest comments and feedback
• Ensure all team members are enabled to and follow guidelines & service standards
• Collaborate with the FO Manager/Director to develop, implement, train & monitor hotel policy
• Manage shift transfer process & proactively disseminate information
• Lead & Facilitate Front Office Meetings
• Participate in hotel departmental meetings
• Manage associate time cards using Paycom system.

OTHER DUTIES & RESPONSIBILITIES:

• Maintain highest level of customer service and guest satisfaction, according to the standards set forth by The Palms Hotel and Spa
• Attend all meetings/trainings related to Front Desk
• Ensure compliance with health and sanitation policies in all areas
• Adhere to all fire, safety, and security procedures according to hotel policy
• Adhere to all sustainability guidelines as per the Inspired by Nature Program

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Be Courteous
• Show genuine care for all co-workers and guest(s)
• The ability to work well in a team environment
• Proficient in the English language. Second language is an asset.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.

• Maintain a professional appearance and manner at all times.
• Possesses excellent people skills, an energetic personality and superior listening skills.
• Has strong orientation towards customer service with a special focus on etiquette.
• The ability to always be courteous, friendly and professional. Instills a “can do attitude” in all team members and promotes team work between departments.
• Excellent time management skills.
• Exceptional detail in follow-up.
• Creative problem-solving skills.
• Ability to quickly evaluate alternative and decide on a plan of action.
• Instills a calm, organized approach in all situations.
• Previous front desk experience preferred; hotel experience required.
• A true desire to satisfy the needs of others in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to work well alone and as a leader.
• Strong leadership skills and ability to train and motivate staff.
• Ability to multi-task and prioritize assignments
• Excellent planning, coordination and organizational skills

EXPERIENCE & EDUCATIONAL REQUIREMENTS:

Two (2) years as Front Desk agent or supervisory experience in a Hotel or Resort or an equivalent combination of education and experience.

High School Diploma or College preferred.

WORK CONDITIONS & PHYSICAL DEMANDS:

• Most of the time spent standing, walking or there are some requirements to lift moderate weight (10-20 pounds).

• There may be regular exposure to mild discomfort from factors such as dust, odors, extreme temperature, inclement weather, noise, or lights.
• 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 hotel operates 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 changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.