Front Desk Operations Manager

4 weeks ago

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

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk, ensuring that guests receive excellent service from the moment they arrive until they depart. This position supervises the Front Desk staff, Porters, Night Auditors, and Shuttle Drivers, ensuring smooth communication and collaboration between all departments.

Key Responsibilities
  • Supervise and support Front Desk staff, Porters, Night Auditors, and Shuttle Drivers, ensuring they deliver exceptional guest service.
  • Oversee daily front desk operations, including guest check-ins, check-outs, reservations, and concierge services.
  • Act as a point of contact for resolving guest complaints or concerns, escalating issues to the Front Office Manager when necessary.
  • Train, mentor, and schedule staff to maintain effective coverage and service standards.
  • Monitor the performance of front desk employees, providing constructive feedback and conducting performance evaluations.
  • Ensure proper cash handling procedures are followed, including accurate reconciliation of daily transactions.
  • Assist with the scheduling and coordination of shuttle services for guests, ensuring efficient and timely transportation.
  • Collaborate with the Night Auditors to ensure smooth transitions between shifts and that all financial reports are completed accurately.
  • Work with the Front Office Manager to implement new processes and policies that improve guest service and operational efficiency.
  • Manage and maintain accurate guest information, reservations, and special requests using the property management system (PMS).
  • Ensure front desk, lobby, and entrance areas are clean, organized, and stocked with necessary supplies.
  • Coordinate and assist in guest luggage handling and deliveries by supervising Porter operations.
Requirements
  • Able to work and thrive in a fast-paced environment.
  • Ability to get along well with people, be honest, punctual, and reliable.
  • Ability to remain calm and friendly under pressure.
  • Ability to adapt to changing work conditions.
  • Ability to work cooperatively in a team environment.
  • Must be at least 21 years old.
  • Previous supervisory experience in a front desk or hospitality-related role is preferred.
  • Strong leadership, communication, and interpersonal skills.
  • Ability to handle difficult guest situations with diplomacy, professionalism, and problem-solving skills.
  • Knowledge of hotel property management systems (PMS) and reservation software.
  • Strong organizational skills and attention to detail.
What's in it for you?
  • Competitive hourly rate.
  • Onsite employee housing and employee meals.
  • Free onsite laundry facility, free shuttle service, WiFi, and employee gym.
  • Discounts on food, retail, and gear.
  • Complimentary access to most POWDR-owned resorts.
  • Generous benefit package for full-time employees.
  • Career development and growth opportunities available here and at our facilities across POWDR.

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