Assistant Portofino Front Office Manager - Po

Location: Portofino Resort

Department: Front Desk

Status: Full-Time Year-Round

Salary: $50,000

Hours/Days: Days and hours vary, including nights, weekends, and holidays.

Proficiency in property management systems. Degree and/or experience in hospitality management or related field. Strong leadership and team coordination skills across departments. Ability to multitask in a fast-paced environment with flexibility for evenings, weekends, and holidays.

I. Job Description:

To assist our guests, owner, and other Portofino staff efficiently, courteously, and

professionally in front office functions, while maintaining the resort's standards of

service, quality, and hospitality at all times. To ensure proper coverage in all front office

related areas, in addition to responding to guest challenges and requests.

II. Job Requirements:

• Great customer service skills, verbal and written
• Strong communication ability with emphasis on follow-up to insure 100% guest satisfaction

and over the telephone.

• Able to demonstrate problem-solving skills and the ability to project a positive attitude in

person and over the telephone.

• Coordinates all guest issues or concerns with the Front Office Manager.
• Required to assist the front desk with reservations, housekeeping, owner relations

and maintenance.

• Maintains open communication with reservations, housekeeping, owner relations, and

maintenance.

• Able to work all flexible schedules, including weekends, nights, and holidays.
• Must meet grooming and uniform standards,
• Requires strong organizational skills.
• Required to work independently.
• Perform in a professional, pleasant, and efficient manner at all times.
• Communicates daily with the Front Office Manager.

III. Job Responsibilities / Duties:

• Train all new employees on reservations, front desk, and PBX processes, service

recovery options, and PIMG culture (MVV and non-negotiables).

• Complete Daily Line Up with all shifts.
• Coordinate all training material and checklists with the Front Office Manager, update

training materials as required.

• Prepare the weekly staff schedule for approval by the Front Office Manager. Oversee

daily staffing levels in reservations, front desk, and PBX.

• Responsible for updating all shifts on any issues or events that they need to be aware

of.

• Ensure all items on the department's daily checklist are accomplished.
• Communicate to other departments guest and operational concerns. Coordinate

resolution for all items.

• Coordinate daily activities and follow up with the FO Manager. Follow up on all guest

service recovery opportunities and financial adjustments.

• Make sure all staff are informed of and process changes and kept abreast of all

items that need attention.

• Monitor all daily pass requests for completion.
• Assure staff are in proper uniform and wearing a name tag at all times. Any Concerns

or issues should be corrected immediately, and communicate items to the FO Manager.

• Assist with supply inventory and ordering.
• Serving as after-hours contact for Portofino condos in emergency situations & for off-

site properties if other managers are unavailable.

Front Desk:

• Guest registration and room assignments, accommodating special requests whenever

possible.

• Coordinating pre-keying of group arrivals and remote check-ins.

• 
  Have thorough knowledge of the resort, rates, adventure packages, and discounts.

Knowledge of how to handle these and how they relate to other departments.

• Have thorough knowledge of resort credit and check cashing policies and procedures

and adhere to them. Knowledge of cash handling procedures.

• Develop an intimate knowledge of reservation computer systems.
• Develop an intimate knowledge of unit locations, types, outlets, hours of operation, and

staff.

• Notify housekeeping of late check-outs, early departures, special requests, and early

check-ins.

• Guest and owner check out and special handling of accounts, to include billing

scenarios, city ledgers, multiple folios, transfers, and disputed charges.

• Knowledge of operating procedures for mail, packages, and message handling.
• Ensure daily completion of: exceeds credit report, non-zero report, emergency reports,

and bucket checks.

Reservations:

• Maintain a working knowledge of the reservation's department.
• Accept same-day and future reservations when necessary.
• Have thorough knowledge of the reservation system and call tracking systems.
• Review daily call volume/activity reports with Front Office Manager.
• Answer phones using proper etiquette and modulations.
• Handle guest complaints, requests, and discounts that surpass the agent's restrictions.
• Ensure daily department checklists are being completed.
• Running of unassigned reservations report & delinquent deposit report to ensure all

are caught up and handled as needed.

PBX:

• Knowledge of the phone operating system and text messaging services for guests &

Property communication.

• 
  Reviewing that daily responsibilities of PBX agent(s) are being completed (daily

packet making, checking registration cards from arrivals, notifying early arrivals once the room

is ready, Zingle uploads, etc.

• Assure stations are kept clean and in good working order. Maintain supplies needed

at each station.

• Assure operators are following up with guests to make sure requests have been

completed to their satisfaction.

• Perform any reasonable request as directed by management.

Supervisory Responsibility:

• Responsible for supervising a staff of 5 - 15 employees.
• Responsible for covering operational shifts in the absence of hourly employees.
• Responsible for handling all guest issues or concerns as needed.

Educational and/or equivalent in experience requirements:

1 - 3 years Front Office Experience preferred or Hospitality Degree.

• Computer knowledge, Word, and Excel.
• Ability to read and communicate effectively.
• Ability to organize and effectively present information to respond to questions from

guests, owners, and fellow team members.

• Ability to positively and professionally handle guest issues.

VI. Specialized equipment or machines used in the course of the duties of the

position.

Computer, printer, calculator, and standard office equipment and machines as required.

VII. Physical Demands:

While performing the duties of this job, the employee is regularly required to use their hands

and is required to talk and hear. The employee is frequently required to stand and walk.

The employee may occasionally be required to reach with hands and arms. Specific

vision abilities required by this job include close vision, peripheral vision, and the ability to

adjust focus.

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. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

VIII. Work Environment:

High traffic area office environment with low to high noise levels depending on the

amount of daily arrivals or departures.

The work environment characteristics described here are representative of those an

employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

IX. Additional Remarks:

Ability to work with minimum supervision and a high degree of autonomy.