Hotel Resort Front Desk Manager
2 days ago
Under general direction, the Front Desk Manager oversees the daily operation of the Front Office to include Front Desk, Night Audit, and all customer service and reservation support functions.
Key Responsibilities- Manage day-to-day operations of the Front Office.
- Ensure quality assurance standards of hospitality are provided to all guests and visitors on property and/or via telephone.
- Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service.
- Exercise independent judgment in addressing and resolving internal and external service complaints.
- Work closely with corporate and club reservation on yield management, rental and club programs, relocations, and all resort room metrics.
- Perform quality assurance audit checklist quarterly for Assistant Front Desk Managers and Front Desk Agents.
- Schedule and conduct staff meetings.
- Create, control and review departmental budgets, cash banks, petty cash, room rates, and expenditures at the resort level.
- Complete bi-weekly payroll.
- Implement staff incentives for team members who go beyond expectations to reach departmental goals.
- Serve as manager on duty in the absence of the General manager or Director of Operations.
- Completes all required Company trainings and compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- High School Diploma or equivalent.
- A minimum of two (2) years of experience required.
- A minimum of one (1) year of supervisory experience required.
- Proficient in Microsoft Office.
- Excellent Customer Service Skills.
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