Front Office Manager

Responsible for the overall operation of the Front Office and front desk operation with oversight from the General Manager or Management Company Area Manager. This includes maintaining good working relationships with Landmark Staff, Board members, Owners, affiliates, and Capital Vacations staff and affiliates. Duties include maintaining excellent customer service, oversight of rental initiatives of Capital Vacations and the General Manager, overseeing the guest communication and service of the property, providing timely reports, process timely cash deposits, ensuring that proper inventories are maintained, maintaining vendor relations, supervising resort staff, monitoring exchange programs, maintain oversight of owner and guest relations, and any other initiatives or procedures adopted by the Board, General Manager, and Management Company. Leads by example, builds morale, motivate and helps maintain the highest standards of excellence in Vacation Ownership amongst the employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintains highest level of customer service possible.
• Strives to achieve 100% satisfaction for each guest/owner.
• Maintains a positive attitude, friendly demeanor, keen interest in each guest’s needs, and utilizes all resources to help guests/owners with each request.
• Treats all guests/owners with utmost respect.
• Reports all known customer service issues within other departments to direct report to address or resolve.
• Maintains high regard for customer safety, security, and comfort at all times.
• Reports interruptions in service to direct report immediately.
• Directs resort staff to achieve the goals listed below. Other duties may be assigned.
• Establishes and maintains highest standards for personnel administration and performance, service to guests, and customer service.
• Develops a good working knowledge of SPI Operating system, Channel Rush, OTA bookings, RDM programs. Assists with all reservation functions, rooming accommodations, exchange programs, internal exchange, bonus time, and maximization of all rental programs.
• Reviews night audit, rental activity, AM/PM checklists, bucket checks, and daily paperwork for accuracy and timely completion.
• Ensures (with appropriate department head if not handled directly) that each department is adequately staffed according to the business demands. Supports GM, and Department Supervisor when vacant.
• Assists in all recruiting of employees for vacant positions. Responsibilities include advertising, interviewing, and reference checks. In cases where needed, this position would be responsible for disciplining, guiding employees, and if necessary, terminating employees and to make sure that the termination reflects established procedures outlined in the most current employee handbook.
• Assists as needed in budget oversight, including coding of invoices and submission to VRI, payroll submission, and budget tracking of departments to make sure all department heads are working within budget constraints.
• Oversees the assignment of owner, exchange, and rental guestrooms based on room availability and restrictions due to timeshare ownership of individual units. Focus on rental programs to maximize income potential.
• Assist General Manager in planning, developing and implementing employee policies and procedures.
• Provides direction for each department’s cleaning and maintenance responsibilities throughout property.
• Responsible for services provided by personnel that will ensure each guest is greeted, recognized, and provided optimum service in a friendly, courteous, caring manner to provide optimum guest satisfaction.
• Analyzes operating budget on at least a monthly basis to determine variances and be able to explain/account for those variances.
• Responsible for the timely implementation of directives to department supervisors that outline policy, program, or operational changes.
• Works with owners and guests on a personal level to resolve problems or complaints. Handles special requests and unusual circumstances with compassion and understanding, in order to improve overall owner and guest satisfaction.
• Serves as liaison between owners using exchange services. Provides information and assistance to owners inquiring about management and exchange company policies and procedures.
• Acts as in-house representative within Assessment Billing and Collection policy guidelines.
• Serves as liaison between Association and Deed in Lieu, Foreclosure programs.
• Monitors and supports inside sales & marketing program.
• Develop and implement a plan(s) to welcome new owners.
• Conducts one-self in a professional manner at all times.
• Follows all rules and regulations set forth in the latest Employee Handbook, Association initiatives, or Management Company.
• Completes annual HR program training requirements as assigned by direct report.

QUALIFICATIONS:

• Must have at least (3) three years’ experience in a lead position within the timeshare or vacation ownership industry.
• Must have a good working knowledge of hotel, condominium operations or timeshare operation operating system.
• Must have working knowledge of automated reservation systems.
• Ability to deal tactfully and professionally with owners, guests, board members and public.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence via personal use of word processing and spreadsheet software.
• Ability to speak effectively before guests and employees of organization.
• Ability to calculate figures and amounts such as discounts, commissions, percentages, and payments. Ability to apply concepts of basic business math.
• Ability to define problems, collects data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions in mathematical form and deal with abstract and concrete variables.
• Ability to properly and safely lift 30 pounds.

BENEFITS:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Teladoc
• Life and AD&D Insurance
• Short- and Long-Term Disability
• Accident and Critical Illness Insurance
• Free Employee Assistance Program
• Tuition Reimbursement