CULTURE:

Join a team that’s been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.

SUMMARY:

The primary purpose of this position is to provide support to the Director of Front Office and oversee the day-to-day operations and efficiency of the Front Desk(s), Guest Experience Specialist, Condominium Rental, Bell, PBX and Cottage Ambassadors, ensuring guest satisfaction, repeat business and maximizing revenues. Should also be a team player and foster the same attitude with Employees by leading by example.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree required and a minimum of three years related experience; or an equivalent combination of education and experience. Hospitality experience to include two years front office experience and a minimum of one year of supervisory management.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage the day-to-day operations of the front desk, including check-in, check-out, room assignments, and guest registration, ensuring efficient and personalized service for all guests.
• Recruit, train, and supervise front office staff, including Management, Supervisors, Front Desk Agents, GES, PBX, Bell staff and Cottage Ambassadors, providing ongoing coaching and feedback to maintain high service standards.
• Inventory control, to optimize occupancy and revenue, and ensure accurate guest bookings.
• Physical presence in the operations. This position involves standing for long periods of time and moving between the various hotel buildings that form Pinehurst Resort (Carolina Hotel, Holly Inn, Manor Inn, Magnolia Inn and No. 8 Cottages).
• Cultivate relationships with guests, anticipating their needs, addressing concerns, and proactively seeking opportunities to enhance their stay and exceed their expectations.
• Implement and uphold in the daily operations the highest Luxury standards, in accordance with the Pinehurst Way, FORBES and AAA. implement and uphold such standards.
• Foster a positive and safe work environment, building strong relationships with staff, creating a collaborative space to improve processes and promoting teamwork.
• Work closely with other Departments such as Housekeeping, Maintenance, Transportation, Billing, Sales, Reservations, Events and Food & Beverage.
• Ensure that the departments within the scope of responsibility adhere to Pinehurst Resort and Country Club policies and procedures.
• Assume the other authorities pertaining to the areas of responsibilities as delegated by the Front Office Director.
• Maintain selection, staffing, training, supervision, grooming and conduct standards of person within area of responsibility.
• Ensure all are in appropriate uniform and attire for their scheduled shift.
• Respond and follow up to all guest concerns immediately before guest departure, recurring to service recovery actions if necessary.
• Ensure guest billing questions are addressed and resolved as quickly as possible.
• Develop personnel through a tailored Training Program within the area of responsibility. Assist with the training of new employees.
• Supervise, guide, schedule, evaluate, discipline and terminate all staff in areas of responsibility when necessary.
• Implement and continually administer all aspects of the Front Office training program to include full documentation.
• Periodically inventory and reevaluate all supplies and equipment in the Department.
• Comply with Pinehurst purchase contracts for office supplies and equipment.
• Assist with maintaining the Versa system and other interfaced systems to ensure a seamless guest experience and minimal system maintenance expense.
• Submit weekly labor analysis to the Director of Front Office.
• Conduct meetings with all staff on a regular basis to include frequent service line ups and documentation.
• Maintain an “open door” communication for Employees.
• Ensure that all security policies and procedures are observed in areas under his/her responsibility as with computer security, key and lock security, and safety deposit boxes.
• Maintain, revise and implement Standard Operating Procedures for the Front Office.
• Incorporate ideas, suggestions and improvements with the Director of Front Office.
• Attendance at all regularly scheduled meetings, preconvention meetings and special event meetings as needed.
• Establish guest relations by being familiar with all resort outlets and special events and by interacting with the guests and members on a regular basis.
• Assist in maintaining an effective forecasting system for the Resort.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

This position involves driving a company vehicle and/or company insured vehicle. A valid driver’s license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines. Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol or medications that may impair your ability to operate a vehicle safely, report any accidents immediately and cooperate fully with insurance claims investigations.

SUPERVISORY RESPONSIBILITIES:

Manages various Assistant Front Office Managers and supervisors in the Front Desk, Guest Experience, PBX, Bell, Condo Rental and Cottage Ambassadors departments. Is responsible for the overall direction, coordination, and evaluation of this unit. Also directly supervises various non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.