Basic Job Function: The Front Office Manager is responsible for creating an exceptional guest experience, specifically as it pertains to Cottage Rentals. Key areas for which the Front Office Manager is responsible include; overall guest and experience and satisfaction, arrival/departure experience, management of the cottage concierge team, housekeeping/maintenance coordination, departmental financial performance, and responding to guest service complaints and challenges.
Minimum Requirements: Bachelor's degree from a four-year accredited college or university; and five (5) plus years related experience and/or training; or equivalent combination of education and experience Prefer operational experience with front desk or other guest service role Experience working for a four or five diamond/star property preferred Must be willing to work varied hours including nights, weekends, holidays according to Cottage Rental needs Must be willing to participate in on-call service and Manager on Duty program Must posses strong leadership and interpersonal skills and be able to maintain an excellent professional presentation Excellent communication skills both written and verbal Excellent computer skills; ability to effectively operate all hotel computer systems. Consistently aspires to fulfill our core Company values (Respect, Accountability, Integrity, Caring, Passion, Loyalty, Teamwork, and Trust) Exhibits the Sea Island Five-Star Behavior Standards with guests, members and co-workers. Ability to easily adapt to organizational and environmental changes Valid Georgia Drivers License
Tasks/Responsibilities: Work alongside the Cottage Rentals General Manager in the daily oversight and management of the Cottage Rental Program Oversee homeowner communication, which will entail extensive, on-going interaction via telephone, mail, email, and in person Keep open dialog with homeowners on vacancies, physical condition of property, and rental revenue Management of the Cottage Concierge team Works closely with Housekeeping and Engineering team to ensure service standards are maintained Share in the responsibility of providing on-call service for after-hours emergencies and service complaints Learn the names and personally recognize our regular guests and owners Work with all hotel departments to maintain maximum rapport and open communication channels to anticipate and satisfy guest's and owner's needs and demands Act to solve guest and owner problems, coordinating necessary efforts through the appropriate departments and consistently follow-up with guests to ensure proper actions and responses have been received Complete a Guest Problem Resolutions (GPR) form on any issues (solved and unsolved) Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures Attends all scheduled company meetings and brings suggestions for improvement Willing and timely execution of other duties as delegated by leadership.