Front Desk Manager

JOB SUMMARY: Plans, organizes, follows up and makes decision to ensure the Front Desk operation achieves its objectives.  The primary objective of this position is to provide world class service to ensure guests have a positive and memorable experience.  The allocation of resources such as department’s employees to ensure guest service is prioritized as a number one priority.  All other priorities are subordinate to providing world class service.   This position provides leadership and supervision clerks, auditors, and recreation personnel (i.e. Lifeguards, and Recreation Attendants).

ESSENTIAL FUNCTIONS:

Strategic Leadership or Directional Functions:

• Communicates with the GM and AGM daily regarding operational developments of concern and successes. 
• Awareness of the front desk operational strengths, weaknesses, opportunities, and threats (SWOT).  An ongoing and informal SWOT analysis will ensure that this position remains in a proactive position of predicting the future situations (surprises are not acceptable with the leadership in this position).
• Monitors cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.  Maintains key control.
• Ensures that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.).
• Oversee and provide assistance to the Front Desk and Activities.  Directs interviewing, selecting new hires.
• Evaluates job performance of the front desk agents. 
• Achieves a high-level score from STAR reports.
• Finds and implements professional resolution to problems and complaints as they occur.
• Interfaces with the sales office to coordinate group room details.
• Assist supervisors when needed while approving all weekly time sheets /payroll, purchase orders, and invoices. Update time & attendance point sheets as needed.
• Participate in property meetings and employee functions as required.
• Ensures that employees’ performance is evaluated in a timely manner.

Tactical Functions:

• Performs various functions and tasks while in the capacity of manager on duty.
• Checks guests in and out using the established US Hotels procedures.
• Operates the front desk system to make reservations.  Pre-blocks rooms and cabins.
• Answers front desk switchboard calls in a professional and friendly manner.
• Maintains room inventory and keeps abreast of all revenue lost through out of order rooms and other maintenance problems.  Resolves such problems in a timely basis with Maintenance and Housekeeping.
• Provides resources to off-shift employees necessary to maintain a high level of guest service.
• Ensures Supervisor is completing new hire training and ongoing training of front desk staff.
• Implements an objective process of determining the root cause of problems that prevents world class Guest service. The root cause may be human errors that derive from training, ability, or attitude.  Or the root cause may be the result of financial assets such as physical property.  Then timely corrective actions must be proposed to eliminate the hurdles to world class gust service.
• Performs other duties of similar nature and scope.

KNOWLEDGE, SKILLS and ABILITIES include:

• efficient & effective verbal and written communication,
• exceptional telephone etiquette,
• high level of customer service (who, what, where, when, why, and how much of any call),
• management of resources by planning, organizing, following up and making decisions (plan, do, act and check)
• Active listening, negotiating and asking open ended questions,
• Prioritize and achieve objectives in a high-volume people environment
• Organization, orientation towards detail, ability to handle ambiguity and multiple events,
• Professional courteous and friendly manner,
• Function and get results while under pressure,
• Experience with Room Master a plus or the ability to learn,
• Competence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) required,
• Must remain flexible with schedule to accommodate business needs, including weekends & holidays.

Must be able to perform tasks in a safe manner and adhere to company policies and procedures. 

Requirements (education, physical functions)

• High-School Diploma with (3) years or more experience as a Front Desk Supervisor or similar. Prefer a Bachelor’s Degree in Hospitality, Recreation or Travel Management. 
• Must be able to stand for up to four (4) hours at a time, to frequently bend, stoop, climb stairs and walk the distance of the lodge several times per day.
• Must be able to work in all temperatures.  Salt Fork Lodge is a climate control environment, but situations may occur where work outside is required.
   

Extremely Generous Perks offered: Employee friendly environment, training opportunities, transfer opportunities, holiday pay, paid time off, meal plan, room, food & retail discounts, incentives, recreation facility usage, 401k, free overnight stays at the Great Ohio Lodges and 50% discounts on Regency Hotel Management properties. Health, Dental, Vison, Short Term Disability, Long Term Disability, Supplemental Life Insurance.

• Apply on our website saltforkparklodge.com, Indeed, other career sites, or the lodge front desk.
• We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• CERTIFICATION/TRAINING REQUIREMENTS:  Salt Fork Lodge to provide
  •   Need VENZA training
  •  Need CPR/AED training      
  • Need TiPs training