Front Office Manager

2 weeks ago


Lodge, South Carolina, United States POWDR Full time
Job Summary

The Front Office Manager at Zion Lodge is responsible for overseeing all aspects of the Lodging department, ensuring exceptional guest experiences through effective management of front desk operations, security personnel, and group sales. This position leads the Front Desk Supervisor, Night Security team, and Group Sales personnel, fostering a welcoming environment while driving efficiency and teamwork.

Key Responsibilities
  • Supervise and lead the Front Desk Supervisor, Night Security team, and Group Sales personnel to ensure smooth daily operations.
  • Provide training, coaching, and performance evaluations to staff to ensure adherence to service standards and departmental goals.
  • Foster a positive team culture that emphasizes collaboration, accountability, and guest satisfaction.
  • Oversee front desk operations, ensuring efficient check-in and check-out processes, accurate reservations management, and prompt resolution of guest inquiries and concerns.
  • Implement strategies to enhance guest satisfaction, including personalized service and follow-up communication.
  • Monitor guest feedback and work collaboratively with the team to address any service issues or opportunities for improvement.
  • Ensure compliance with all policies and procedures related to front office operations, security, and guest services.
  • Develop and maintain standard operating procedures for front desk and security operations to ensure consistency and quality in service delivery.
  • Coordinate with the Night Security team to ensure guest safety and security protocols are effectively implemented and communicated.
  • Collaborate with the Group Sales personnel to promote and manage group bookings, maximizing revenue opportunities for the lodge.
  • Analyze occupancy trends and adjust strategies accordingly to optimize revenue and guest satisfaction.
  • Assist the Operations Manager in managing the departmental budget, including labor costs and operational expenses.
  • Monitor inventory levels for front office supplies and materials, ensuring timely procurement.
  • Maintain effective communication with the Operations Manager and other department heads to ensure seamless collaboration and operational efficiency.
  • Prepare reports on front office performance, occupancy rates, guest satisfaction scores, and other relevant metrics for management review.
Requirements
  • Able to work and thrive in Zion National Park.
  • Ability to requirements and compliance with our concessions contract.
  • Ability to get along well with people, be honest, punctual and reliable.
  • Ability to remain calm and friendly.
  • Ability to adapt to changing work conditions.
  • Ability to work cooperatively in a team environment.
  • Must be at least 21 years old.
  • High school diploma or GED equivalent required.
  • Previous experience in hotel front office management or a supervisory role in the hospitality industry.
  • Strong knowledge of front office operations, including reservations management and guest services.
  • Excellent leadership, communication, and interpersonal skills.
  • Proficiency in hotel management software and Microsoft Office Suite.


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