Assistant Front Office Manager

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again! We are so lucky to be part of the Woodloch family of resorts. The "Woodloch Way" is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We've created a place where we can work hard, be creative and have our voices heard.

GENERAL PURPOSE OF JOB

Responsible for assisting the Front Desk Manager and the Director of Rooms & Guest Services with the overall direction and overseeing the key guest contact departments; their managers and team members by giving guidance, leadership and instruction. The Assistant Front Office Manager will oversee the operations of the front desk and reservations departments with a strong focus on operations and active support for the team; routinely completing shifts in both areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Regular and timely attendance for scheduled shifts; will include varied shifts including nights, weekends and holidays.
• Assumes control of the functioning of the entire Front Desk and Reservations Departments. Has authority to administer Resort policy with respect to emergency procedures, complaints, general conflicts of interest and staff discipline.
• Is directly responsible for the daily operations of the Front Desk and Reservations Departments. Is also responsible for the execution of all daily department activities.
• Contributes, implements, and documents all administrative responsibilities on a consistent, professional level. Understands and enforces all quality standards and guest's needs with respect to service and consideration.
• Monitors all room-related systems that directly impact the guests to ensure proper procedures are in place and followed, which allow for outstanding guest experience
• Handles all guest concerns and complaints promptly, courteously and efficiently while exhibiting the standards of Woodloch Hospitality.
• Supports and contributes to loss and control program and ensures the entire staff understands all emergency procedures
• Is a positive role model for service excellence and luxury language
• Acts as a liaison between Front Desk, Bell, Valet, Gate House, Reservations Departments and Housekeeping, Laundry, Spa & Food & Beverage Departments.
• Oversees, creates and facilitates training programs for all staff within Front Desk Operation.
• Reviews and enters staffing schedules into UKG and monitors for coverage
• Ensures that all special requests by guests are administered and followed through.
• Required to fulfill Manager on Duty shifts and assists when staffing shortages present shifts of need.
• Regularly cross-trains in other operational departments to understand the overall operations of a destination spa resort.
• Maintains a sales mindset and is a good advocate of all that Woodloch has to offer.
• Performs any other tasks assigned by Management.

ESSENTIAL QUALITIES

• Proficient in all aspects of resort operations with a demonstrated track record in service excellence
• Computer skills; experience with Agilysys products is preferred but not necessary.
• Excellent interpersonal skills, particularly in the area of guest relations
• Excellent training and communication skills, both verbal and written
• Proficient in finding new ways to surprise and delight our guests

SCHEDULE REQUIREMENTS

Must be able to work all shifts and have a flexible schedule. Shifts include nights, weekends and holidays. This employee may be asked to cover shifts in the event of a call-out, scheduled time off, or illness.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree preferably in hospitality management or similar field; Minimum two years' experience in management capacity
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
• Ability to perform operations using units of American money and weight measurement, volume, and distance.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Working at this job, the employee must deal with a moderate to loud noise level.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to; sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. They are sometimes required to stand for long hours, walk, climb or balance, stoop, kneel, crouch, or crawl. It is also required that the employee be able to lift, turn, or exert force more than 30 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Working at this job, the employee must deal with a moderate to loud noise level.

Culture:

Woodloch takes pride in having exceptional staff with a great work culture in a beautiful setting (lake side!) We promote teamwork and cooperation We celebrate our staff with appreciation/holiday parties Career development and advancement

Benefits:

Medical, Dental, and Vision for Full Time, Part Time and Seasonal employees Company-paid Life insurance for Full-Time employees Short Term Disabilities plans, Life and Pet insurance 401k with employer match 529 College Savings Plan Generous Paid Time Off package, Paid Sick & Paid FMLA Flexible & Dependent Care Saving Account (FSA) Complimentary birthday dollars Employee Crisis Fund/ Benevolent Fund Complimentary Day Passes Free use of many facilities, sports complex discounts, golf discounts, wellness programs Dozens of local employee retail discounts

• Full benefit details will be disclosed during new employee orientation

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