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Front Desk Manager

3 months ago

Dubuque, United States Grand Harbor Resort Full time
Job DescriptionJob Description

Ideally situated in the Port of Dubuque, Iowa and featuring a winning combination of service, amenities and entertainment, the Grand Harbor Resort and Waterpark is the Midwest’s premier destination for meetings, group events and family vacations. The team at this location, along with S&L Hospitality, is currently accepting resumes for a Front Desk Manager. 

As a Front Desk Manager, you will be responsible for supervising the guest service team, ensuring that quality standards are met and that exceptional service is provided.  This position is that of a "working"/"hands-on" manager, where time is split between team member training and supervision, as well as filling in for regular (AM/PM/weekend) front desk shifts, as needed. If you are service-oriented and have a desire to lead and motivate, plus to grow in hospitality, this may be just the opportunity for YOU

Some Responsibilities May Include:

  • Oversee night audit function and preparation of daily financial reports.
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
  • Manage day-to-day staffing requirements, plan and assign work and establish performance and

development goals for team members. Provide mentoring, coaching and regular feedback.

  • Manage conflict and improve team member performance.
  • Educate and train team members in compliance with federal, state and local laws and safety regulations.
  • Ensure staff is properly trained and has the tools and equipment to carry out job duties.
  • Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards.
  • Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
  • Ensure guests are greeted upon arrival and make time to interact effectively with guests.
  • Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct.
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
  • Train team members on procedures and serve as a central communications point during

emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel.

  • Perform other duties as assigned.

Qualifications:

  • Must possess good overall technical, mechanical and maintenance skills in order to effectively troubleshoot, identify and/or repair hotel product deficiencies.
  • Must possess strong time management skills and good common sense.
  • Must be detail oriented and organized.
  • Must maintain good accurate logs and/or records as required or requested by the General Manager and/or governing authority.
  • Must be flexible and willing to respond to any emergency related maintenance issue and/or repairs.
  • Some weekends and holiday shifts
  • Must have the ability to multi-task, as needed.

Physical Requirements:

  • Ability to bend and lift up to 20 lbs.
  • Ability to stand and/or walk for long periods of time.

Benefits such as:

For all team members:

  • Eligibility to enroll in the 401(k) after 6 months of service.

  • 100% match at 3% contributions, 50% up to 5%.

  • Paid Time Off – Sick & Vacation

  • Holiday Pay

  • Growth and development opportunities with us as a company, potentially at the same property or transferring to another one of our properties. Currently have properties in Wisconsin, South Dakota, North Dakota and Iowa.

  • Travel discounts available through Choice Brand Hotels, Hilton, IHG and Marriott as well as at our independent properties.

For regular full time team members/leadership team:

  • We offer medical, dental, and vision insurance as well as opportunities to enroll in STD, LTD, critical illness, accident and/or life insurance as well as flex spending.