Front Office Manager - Westin KOR
Job Description:
Vistana Signature Experiences, Inc. (Vistana) is a leading developer, owner and operator of 22 high-end vacation ownership resort properties. Founded in 1980, Vistana is the exclusive licensee of the Sheraton and Westin brands in vacation ownership and uses related trademarks under license from Starwood Hotels & Resorts Worldwide, Inc. Vistana offers its more than 220,000 owners Gold status in the industry-leading Starwood Preferred Guest (SPG) program and drives value for guests by delivering exceptional levels of service and programming that are unique to the brands and distinct in the market. Headquartered in Orlando, Florida, Vistana is an operating business of ILG, Inc. (Nasdaq: ILG), a leading global provider of professionally delivered vacation experiences. For more information, please visit: . Job Description POSITION PURPOSE Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests' stay. Act as Manager on Duty on occasion and respond to emergency codes. ESSENTIAL FUNCTIONS AVERAGE % OF TIME 40% Ensure all guests are being treated in an efficient and courteous manner and that all Vistana standards are being applied. Able to professionally handle all guest concerns and request. Follow up with guests who have had issues. Very comfortable with problem resolution and handling escalated guest concerns. 25% Responsible for the hiring, training, and direction of new department employees. Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk. Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied. 15% Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. 10% Supervise the activities and the service levels of the concierge, telecommunications, and front desk divisions. 5% Ensure the timely completion of performance appraisals. 5% Responsible for the Vistana Preferred Guest membership program and ensure that all guests who are members are appropriately recognized, meeting all Vistana standards. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Vistana rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: Responsible for budgeting, forecasting, financial planning and management of the Front Office. Activities center on identification of strengths and weaknesses and the development of plans and strategies to ensure business development. Responsible for sales to guests through the Front Desk and any actions taken by the incumbent that can impact on volume of business. Responsible for direct link between effort expended and decisions made and revenue generated by Front Office (performance indicators are sales, units, growth, turnover, etc.) Have control over the elements that determine profit and loss. Responsible for all major operating expenses and has the capacity to set margins and manage the business against profit projections. Make decisions that relate to profit and loss. Responsible for the financial management of the operation. Give direction and be responsible for the implementation of plans. Monitor plans' effectiveness and introduce changes in response to the marketplace, including setting targets, planning and scheduling work and performance indicators that are typically productivity and efficiency measures. Responsible for promoting the product and services to the targeted customer/guest group. Develop promotional programs, point of sales materials, merchandising activities. Responsible for enhancing the product and service that is presented to the gueEstimated Salary: $20 to $28 per hour based on qualifications.
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