Front Desk Manager

JOB DESCRIPTION SUMMARY

Directly manage all aspects of the Front Desk Department by planning, coordinating, and overseeing the Front Desk staff in the daily operations of a highly presentable Gold Crown (RCI), 5-Star (II) vacation interval resort.

DUTIES AND RESPONSIBILITIES

Management

• Manage the front desk department in the following areas: hiring, training, review performances, coaching and discipline of Front Desk personnel.
• Work productively with the Housekeeping Department Manager, Maintenance Manager, Ticket Manager and Reservations Manager with open discussions and lines of communication.
• Possess the ability to effectively discuss progressive disciplinary/termination measures with Human Resources personnel when required.
• Responsible for the daily operations of the Front Desk department that oversees Palace View Resort, French Quarter Resort, and Palace View Heights.
• When requested, assist the AGM with projects, tasks and assigned reports pertaining to the operations of the Front Desk.
• Train personnel in the use of computer software, the standard procedures for performing various tasks, and safety procedures and standards.
• Monitor staff performance on an on-going basis.
• Monitor the skills of the Front Desk Supervisor and assist them when requested.
• Manage or delegate the preparation of work schedules for staff.
• Maintain a productive relationship with co-workers and senior management.
• Backup support to others, special projects as requested, and/or any legitimate business task within the scope of responsibilities.
• Be committed to the mission of SDC Properties, Inc. to establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable, and caring staff.

Specific Tasks and Assignments

• Manage the inventory of necessary supplies for the daily operation of the Front Desk.
• Generate Purchase Requisitions of any supplies necessary for the operation of the Front Desk.
• Providing monthly reports regarding inventory as assigned by the Assistant General Manager.
• Ability to train and manage staff in all areas of the Front Desk operations in the following areas but not limited to extensive employee training, knowledge for multiple reservations software (SPI), exchange programs, scheduling, exceptional customer care skills, problem solving, procedure development and implementation.
• Seek out and execute cost controls in all areas of responsibility.
• Promote, execute and encourage incentive programs; Pickle Program, SCAT, Strive for 5 by providing literature, information and training.
• Provide bi-annual department-wide training and motivational sessions.
• Ensure Front Desk is performing excellent customer care skills and techniques.
• Observe staff in all areas of responsibility (i.e., company protocol, uniforms, schedules, punctuality, reports, and guest interaction.)
• Work cooperatively with the Housekeeping Department regarding the lost and found procedures for items turned into the Front Desk.
• Be available to cover the Front Desk when needed (i.e., employees sick, vacations, PTO.)
• Effectively maintain a consistent schedule (85% At the Front Desk, 15% Reports/tasks related)
• Review the RCI Comment Cards Website on a weekly basis to be knowledgeable of our current scores.
• Maintain all comment cards on a weekly basis for review by the Assistant General Manager. These comment cards will be complied for the Employee WOW program.
• Generate operational reports as follows but not limited to:
• Department Summary Report (weekly)
• Inventory List (weekly)
• Check in Happenings Report (weekly)
• Department Summary Report (monthly)
• Call Tally List (monthly)
• Provide HH Rental Office with daily task assistance in managing OTA inbound…Review and adjust daily OTA Inventory Allocation and Availability Management when requested by HH Rental Office.

Check Inbounds daily and ensure updated in SPI.
Assisted with all OTA review follow up/response.

Safety

• Ensure that all safety rules are observed by the Front Desk staff.
• Know tornado, fire and disaster procedures and help coordinate evacuation efforts if necessary.

Administration/General

• Assist with monitoring operating and capital expenditure budgets for the Front Desk operations of all associations.
• Generate schedules for off season (White Time) projects. These should include scheduling, projects and tasks prepared with completion dates.
• Relay critical information about matters related to the Front Desk to the Assistant General Manager.
• Perform any other duties as requested and/or assigned to maintain the smooth operation of the Front Desk Department in all areas of responsibility.
• Maintain appropriate files to track work to be done and work completed.
• Maintain knowledge of timeshare, resort layout and amenities, shows, attractions and tourist related concerns involving Branson and the Branson area.
• Be punctual in reporting to work and starting duties.
• Maintain a professional appearance and demeanor at all times reflective of a positive impact on the Resort and SDC.
• Continuously Plan Front Desk projects.
• Be visible to co-workers and guests when not engaged in duties and tasks.
• Be a proactive member of the Team seeking to exceed the mission of SDC Properties Inc.

Work Schedules

Given that we are in the hospitality industry and operations are 24 hours, 7 days per week, schedules will vary by department based on seasonality and business needs. All employees are encouraged to recognize there is a certain level of flexibility expected based on legitimate business situations. For office staff, slight variations of start and end times are available by department based on business needs. However, once a schedule is determined, employees should ensure they are timely based on their established schedule. Requests for schedule adjustments should be submitted to your immediate manager and may be considered if it meets the needs of the business.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• High School Diploma or GED.
• Experience preferred in Front Desk operations.
• 3 years of management/supervisory experience in a related field preferred.
• Proficient in reading and writing English. Word, Excel & e-mail proficiency desired.
• Be customer service oriented and display an obvious people-person personality.
• Ability to train and manage staff in all areas related to the operation of the Front Desk.
• Above average verbal and written communication skills for interaction with employees, guests, vendors and the general public, using tact and poise.
• Ability to work overtime and weekends as required and to receive calls while not on duty when requested by the Assistant General Manager.
• Posses the ability to coach staff members to maintain an increased level of customer care.
• Provide ongoing training for staff in the Front Desk operations.
• Knowledge and experience of budgeting skills, and ability to implement cost containment programs.
• Ability to walk extensively, climb stairs and walk the properties intermittingly.
• Valid driver’s license and reliable transportation.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

People with a criminal record are encouraged to apply

Education:

• High school or equivalent (Required)

Experience:

• Management/Supervisory: 3 years (Required)
• Front desk: 1 year (Preferred)

Language:

• Fluent English (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $50,000 - $55,000