Atlantis, Paradise Island – the most popular resort destination in the Bahamas – features the world’s largest open-air marine habitat; Aquaventure water park, including the iconic Mayan Temple’s Leap of Faith slide; 11 unique pools; renowned beaches; 18-hole golf course; the largest casino in the Caribbean; over 21 restaurants, 19 bars & lounges and Aura nightclub. Atlantis also offers a multitude of unique accommodations, including the iconic Royal Towers and the stylish Cove Atlantis.

Job Summary

The Director of Front Office Operations is ultimately responsible and accountable for the daily operations of Beach, Coral and Royal Towers at Atlantis Front Office, Hotel Assistant Managers, Bell Desk, Prompt Response, Concierge Desk, and Transit Lounge. This person is instrumental in providing leadership, training, and is responsible for the safety and security of all guests; which is coordinated through the Hotel Assistant Managers.

Main Duties & Responsibilities

Plans and manages the Front Office and related areas of operations to achieve guest satisfaction and quality service while meeting/exceeding financial goals.
Drives the Guest experience to ensure that the company and divisional goals.
Plans, organizes and directs Operations in Front Office, Prompt Response Concierge, Bell Desk, Transit Lounge and Hotel Assistant Managers.
Conducts ongoing training and development programs; works directly with Department Heads.
Continuously reviews all Policies &Procedures and ensures they are being adhered to.
Resolves all customer issues when known before the guest leaves property.
In conjunction with Department Heads, reviews arrival and departures and ensures strategy is set for patterned arrivals and departures.
Displays outstanding interviewing skills and applies behavioral interview methods when interviewing.
Is capable of evacuating and supervising a hotel evacuation.
Participates in local education institutes to promote tourism and hotel careers.
Maintains and monitors workflow including checklists and fulfilling daily operational needs.
Supports and facilitates training. Attends professional development programs for personal improvement.
Actively involved in employee promotions and incentives.
Executes company training initiatives and ensure follow through.
Ensures the proper functioning of all equipment to required standards i.e., terminals, printers, etc.
Ensures confidentiality of information received.
Accurately prepares, and monitors, follows up and disseminates the Daily Operating Report and Hotel Assistants Manager logs.
Develops Annual Financial Budgets for related departments for SVP of Hotel Operations Review.
Manages annual performance review process for all related departments.
Ensures enforcement and execution of all agreed accounting standards and procedures. Knows audit expectations and internal control.
Reviews, monitors and updates Standard Operating Procedures as needed
Perform any other duties or projects assigned by the Senior Vice President of Hotel Operations or General Manager.

Requirements

Seasoned professional with at least three years experience as a department head in front office, reservations and/or housekeeping in a large resort property or in a department that is proven to be complex.
Demonstrated evidence of strong leadership and communication (written & verbal) skills
In-depth knowledge of related front office departments
Acute knowledge of the resort and its accommodations.
Complete knowledge of the Bahamas and International innkeeper laws.
Excellent administrative skills and proficiencies in computer applications including Microsoft Word, Microsoft Excel, Microsoft Outlook and Microsoft PowerPoint.
AED and CPR certified.
Outstanding knowledge of fire panel equipment and all safety and emergency procedures and how to act upon them. Also, is aware of accident and prevention policies.
Competent in the execution of employee recognition and discipline matters. Thorough working knowledge of The Employee Handbook and the Union Hand Book.
Competent in Process Improvement Projects and Root Cause Analysis
An in depth knowledge of the lodging management system. (LMS)
An in depth knowledge of managing a divisions profit and loss statements with the ability to drive changes and hit new targets as they become necessary