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Assistant Front Office Manager

Company: Diamond Resorts
Location: Williamsburg
Posted on: November 16, 2021

Job Description:

JOB SUMMARYUnder general direction, the Assistant Front Office Manager assist the management team with overseeing daily operations of the Front Desk and Reservations while delegating and assigning projects to Front Desk Managers, Assistant Front Desk Managers, Front Desk Agents, and Reservations team.ESSENTIAL JOB FUNCTIONS

  • Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
  • Effectively handle incidents and guests concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues.
  • Comply with corporate initiatives and policies including quality assurance initiatives.
  • Assist Front Office Manager/Director with managing resort inventory.
  • Implement staff incentives for team members who go beyond expectations to reach departmental goals.
  • Assists with adjustments in departmental policies and procedures.
  • Serves as department manager in the absence of Front Office Manager/Director.
  • Able to perform all job functions of Front Desk Manager, Assistant Front Desk Manager, and Front Desk Agent.
  • Perform quality assurance audit checklist quarterly for the Assistant Front Desk Managers and the Front Desk Agents.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.EDUCATION
    • High School Diploma or equivalent.EXPERIENCE
      • A minimum of one (1) year of experience in the customer service field required.
      • A minimum of six (6) months of supervisory experience in the customer service field required.SUPERVISORY RESPONSIBILITIESThis position provides immediate supervision to direct reports. Oversee and controls the work performance of others in a close working relationship, often in the same room or close proximity. A portion of the time may be spent performing individual tasks similar to those performed by direct reports. May participate in the interview, selection and training processes as assigned. May be responsible for assigning work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management.LICENSE & CERTIFICATIONS
        • This position does not include any licenses or certifications.SKILLS & ABILITIESThis position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.Specific skills and abilities include, but are not limited to the following:
          • Computer proficiency in Microsoft Word, Excel and Outlook.
          • Understand how to develop and implement business strategies.
          • Ability to interpret and create policies, procedures and manuals.
          • Excellent customer service skills.
          • Proficient in time management; the ability to organize and manage multiple priorities.
          • Ability to take initiative and effectively adapt to changes.
          • Recognizes an emergency situation and takes appropriate action.
          • Able to establish and maintain a cooperative working relation.
          • Ability to interpret and create spreadsheets.
          • Able to use sound judgment; work independently, with minimal supervision.
          • Strong analytical and problem solving skills.
          • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
          • Competent in public speaking.
          • Performs well with frequent interruptions and/or distractions.ADDITIONAL INFORMATIONPlease note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as ofAugust 02, 2021.If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated.As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.US-Virginia-Williamsburg

Keywords: Diamond Resorts, Newport News , Assistant Front Office Manager, Executive , Williamsburg, Virginia

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