Front Office Manager - Cloister - Exempt

As a leader within our Guest Services Team, you live and share your passion for genuine Southern hospitality and strive to always provide extraordinary guest experiences. You are a positive, detail-oriented and hands-on team leader that enjoys accomplishing a variety of tasks in a fast-paced environment. You are a gracious ambassador for Sea Island with every interaction. You support team members in providing friendly, attentive, and timely Five Star guest service.

Reporting to the Director of the Front Office, you will be leading, inspiring and supporting daily operations within the Guest Services Department - Front Desk, Concierge, Bell Stand, and Valet. You play a key role in the recruitment, training and ongoing development of team members. Through coaching and providing consistent constructive feedback, you and the team are always on the pursuit of excellence. When you do not proactively recognize an issue, you act to solve guest problems and exceed their expectations. You will be coordinating necessary efforts through the appropriate departments and consistently following up with guests to ensure proper actions and responses have been received. You respond to all guest requests and follow through to assure satisfactory outcomes and compliance, like completing and following up on Guest Problem Resolutions (GPR). You will also provide administrative support, like ordering and inventory.

You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for quality, timing, attendance, and appearance. You follow and ensure all Sea Island safety protocols are consistently me through situational awareness of your surroundings. You enthusiastically maintain your knowledge of Sea Island's properties, services, and offerings, and share this information with guests and members. You are proactive in helping when needed and are willing to help with other areas or duties as requested. You form effective relationships and work closely with resort departments to maintain rapport and foster open communication. This includes coordination with key stakeholders including the leadership team of each vertical (Spa, Golf, Food and Beverage, etc.). You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for safety, quality, timing, attendance, and appearance. You maintain a thorough knowledge of current services, amenities, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area. When needed or requested by leadership, you act to promptly resolve any concerns, coordinating necessary efforts through the appropriate departments and consistently follow-up to ensure resolution.

Job Requirements:

• Five (5) years experience in a managerial role with preferred focus on Guest Services and/or Front Office role within a luxury hotel or resort
• Experience working for a four or five diamond/star property preferred
• College degree preferred; Hospitality or Business related degree preferred or equivalent credentials
• Possess a valid Driver's license with a favorable driving record
• Confident use of standard office equipment, Microsoft Office programs, and specialized resort related software
• Physical strength and stamina to perform a Guest Services operations leadership role, maintain ongoing, prolonged activity throughout a scheduled day to include lifting 30+ pounds, working indoors and outdoors in varying weather, comfort with noise levels, electrical, chemical, and fume hazards with or without a reasonable accommodation
• Timeliness and flexibility-you agree to work a flexible schedule. We work at peak business hours, which for us include weekends, early mornings, evenings, and holidays
• Excellent communication skills in English, both written and verbalv