Front Office Manager

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

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JOB DESCRIPTION SUMMARY

Directly manage all aspects of the Front Desk Departments to include S.R Hotel, Bluewater and Waterside Front Desk locations. This is achieved by planning, coordinating and overseeing the Front Desk staff in daily operations.

**SIGN-ON BONUS: This full-time position is eligible for a $1000.00 sign-on bonus after 90 days of good standing employment**

DUTIES AND RESPONSIBILITIES

· Responsible for the daily operations of the Front Desk department.

· Work cooperatively with other department managers and supervisors.

· Hire, train, conduct review performances, coach and discipline Front Desk personnel.

· Maintain schedules of front desk personnel.

· Coordinate vacation and PTO time of front desk personnel without negatively impacting operations

· Train all new Front Deskpersonnel using the Front Desk Quick Reference Guide and Daily Training Schedule.

· Train all existing front desk personnel and supervisors with a training topic of the week.

· Keep training logs of all personnel training.

· Ensure proper uniform standards are met.

· Conduct a monthly Front Desk Team Meeting.

· Write and/or continually update standard operating procedures within the Front Desk Quick Reference Guide.

· Order supplies for the Front Desk.

· Work with Front Desk staff on an ongoing basis at all three locations in order to evaluate staff and maintain on-going training.

· Delegate tasks as necessary to front desk personnel and supervisors.

· Help the team prepare for check-in of guests which include: multiple stay requests, special requests and Shipyard Plantation passes.

· Create monthly incentive programs to promote a positive owner experience.

· Manage pre-arrival/post arrival owner calls.

· Manage HotSOS ticket follow up efficiency.

· Generate the following Reports:

o RCI Comment Scores (Monthly).

o II Comment Scores (Monthly).

o RCI Comment Scores for Housekeeping (Monthly).

o Guest Ledger Report (Monthly).

· Update Bluewater gate codes quarterly along with adding or suspending staff as needed.

· Maintain accurate master key access.

· Ensure all guest issues are forwarded to the correct department specializing in the area of guests’ concern.

· Relay critical information to the General Manager, Resort Operations.

· Continuously implement front desk projects as an effort to continually improve operations and the guest experience.

· When requested, assist the General Manager, Resort Operations.

· Maintain stock of coffee and breakfast Items at S.R Front Desk.

· Maintain stock of housekeeping essentials for front desk.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

· High School Diploma

· Experience in front desk operations in hotel or timeshare industry

· Supervisory Experience

· Above average written and verbal skills

· Computer: Proficient in Word, Excel, Outlook

· Must be available to work Saturday and Sunday

· Ability to be on feet for an extended period of time

· Be available to work over 40 hours a week, depending on business levels

OPTIONAL SKILLS A PLUS

· Proficient in SPI

BENEFITS (BASED ON ELIGIBILITY)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs, including Employee Health Fairs and RALLY.
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Application Question(s):

• How far of a commute is Hilton Head from you?

Experience:

• Hotel Front Desk Management: 1 year (Required)
• Hotel Front Desk Customer service: 2 years (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person