Assistant Front Desk Manager

The Assistant Front Desk Manager is responsible for the quality of service provided by the Front Desk department. The Assistant Front Desk Manager should strive to coordinate the efforts of the front office to best serve the guest, employees and other departments. Company Background: For over a century, friends and family, celebrities and athletes, world travelers and locals alike, have flocked to Pebble Beach Resorts. This stunning slice of California's Monterey Peninsula is a wondrous place that we are proud to share. Pebble Beach Company, located in Pebble Beach, California, owns and operates the world-famous Pebble Beach Resorts, including The Lodge at Pebble Beach, The Inn at Spanish Bay and Casa Palmero at Pebble Beach. The company also operates five renowned golf courses: Pebble Beach Golf Links, Spyglass Hill Golf Course, The Links at Spanish Bay, Del Monte Golf Course and The Hay. Its other famed properties include scenic 17-Mile Drive, The Spa at Pebble Beach, Pebble Beach Golf Academy & Practice Facility. It annually hosts premier events such as the Pebble Beach Concours d'Elegance, AT&T Pebble Beach Pro-Am, TaylorMade Pebble Beach Invitational, Pebble Beach Food & Wine and PURE Insurance Championship Impacting The First Tee. Essential Duties & Responsibilities: • Comprehensive understanding and hands-on performance of hotel operating system and its functional keys. • Acknowledge person in charge of group and work with them to coordinate arrangements. • Investigate "no-shows" and deposits that have not been accounted for from the previous day. • Complete the Daily Room Sales Count every morning. • Manual postings for room, taxes, and service charge for transient booking(s) and/or group booking(s), when necessary. • Block rooms, including groups, VIPs, and special requests, making necessary notations on registration cards. • Maximize financial performance - encourage agents on upselling and suggestive selling for added revenue. • Supervise posting and balancing of departmental charges and verify signatures. Deposit revenue with appropriate paperwork to account. • Readily available to assist the Front Desk agents with guest's question(s), if necessary, during the check-in and/or check-out process. • Review unidentified charge accounts and follow up. • Handle special requests, complaints, and billing discrepancies - offer compensation where appropriate. • Understand and implement group resumes and package and reservation billing requirements. • Comprehensive understanding of reservation traces and to communicate with Reservations MOD for necessary clarifications and/or specifications, if necessary. • Oversee all banks, cash folios, over and short accounts. • Keep front desk staff informed of VIP and group schedules and any other special arrangements. • Coordinate daily with reservations to verify occupancy, arrivals/departures, and requests. • Schedule staff at a level consistent with budget and hotel activity. • Assist with Labor and Productivity Tracking for both Front Desk and PBX on daily basis. • Assist with Overtime Tracking for both Front Desk and PBX on daily basis. • Assist with inputting into UKG weekly work schedules for both Front Desk and PBX and to updating, as necessary. • Assist in the training, development, and motivation of the staff to meet and exceed established service standards. • Oversee the operations of the front desk and PBX, work closely with the Guest Services department. • Encourage agents to maintain neatness and organization of front desk at all times. • Perform check-list, functions, and performance of Overnight Shift, due to tardiness or the absence of Overnight Shift agent. • Perform check-list, functions, and performance of AM Shift, due tardiness or the absence of AM Shift agent. • Counsel, discipline and evaluate staff. Hire, promote and terminate staff. • Serve as manager on duty for resort, when appropriate. • Control labor and material costs, ensuring profitable operations. Ensure payroll is accurate. • Interface with all departments to ensure that guests' needs are met. • Reconcile room availability, blocking, oversold categories, and unexpected "stay-overs." • Order necessary office equipment and supplies from external vendors. • Maintain inventory of office stationary supplies and order through SB Purchasing, as necessary. • Maintain inventory of First Aid supplies for hotel guests and order, as necessary. • Assist in writing and presenting reviews to employees. • Assist with onboarding and conducting of 30-Days, 60-Days, and 90-Days training of newly hired Front Desk employee(s). • Assist in writing Employee Communications Notices for Front Office Managers review and issuance to employees. • Knows, models, and integrates Pebble Beach Company culture (mission, values, and standards). Required Skills: • Able to perform, and manage direct reports, in the essential duties and responsibilities of the Team Leader, Supervisor, Front Desk Clerk, and Overnight Front Desk Clerk. • Comply with all Pebble Beach Company safety and health policies and procedures. • Support the Front Office Manager and Director of Rooms in other duties assigned as needed. Desired Skills: • Obtain comprehensive understanding of the daily operations of the hotel while still maintaining a high level of world class service to all patrons. • Develop strong interpersonal skills in task delegation and communication. • Responsible for managing the customer experience, educating and upselling guests on products and services. Why work for us: • Competitive Pay: Salary: $74,000/year plus bonus. • Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health and Wellness Center provides employees with unlimited access to a physician and medical team to tend to you, and your family's health needs free of cost. • Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year. • We encourage YOU to be our guest. You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons. • Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club. • Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career. • Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.