Description

Essential Duties & Responsibilities

• Assist in managing the daily operations of the Front Desk, Concierge, Bell Services, and Guest Services.
• Lead, coach, and motivate front office team members to deliver exceptional guest service.
• Ensure smooth check-in and check-out processes while maintaining Forbes and luxury hospitality standards.
• Respond promptly and professionally to guest concerns, service recovery opportunities, and special requests.
• Support scheduling, payroll review, attendance tracking, and labor management.
• Assist with hiring, onboarding, training, coaching, and performance evaluations of Front Office team members.
• Monitor room inventory, room assignments, upgrades, and VIP arrivals.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
• Ensure compliance with company policies, brand standards, and safety procedures.
• Monitor cash handling procedures, balancing of cash drawers, and financial controls.
• Review daily reports, occupancy forecasts, arrivals, departures, and operational metrics.
• Assist in achieving departmental goals related to guest satisfaction, revenue, and productivity.
• Maintain knowledge of resort amenities, local attractions, activities, and promotions.
• Act as Manager on Duty when assigned.
• Perform other duties as assigned.

Qualifications

• Minimum of 2–3 years of Front Office or Guest Services leadership experience in a hotel or resort environment.
• Previous supervisory experience required.
• Luxury resort experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Excellent customer service and conflict resolution abilities.
• Proficiency with hotel property management systems (PMS) and Microsoft Office.
• Ability to multitask in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays.

Education & Experience

• High school diploma or GED required.
• Associate's, bachelor's degree in hospitality management or 3 years' experience or a related field preferred.
• CPR and First Aid certification is a plus.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds.
• Ability to work in both indoor and outdoor resort environments.

Benefits

Eligible team members may enjoy:

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• 401(k) with Company Match
• Life and Disability Insurance
• Employee Assistance Program (EAP)
• Daily Pay (where available)
• Resort Discounts on Dining, Retail, and Recreation
• Employee Recognition Programs
• Training and Career Development Opportunities
• Employee Referral Bonus Program

Equal Employment Opportunity

Hawks Cay Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable federal, state, or local laws.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.