Job Title: Front Desk Manager

Department: Guest Services

Reports To: Director of Lodging

FLSA Status: Salaried

Time Requirement: 45 hours per week

Prepared By: Ross Sherman, Director of Lodging

Summary

Position manages, directs, and coordinates all front desk operation and staff by performing the following duties.

Essential Duties and Responsibilities include the following.

Managing and overseeing orientation, training, performance reviews, discipline, and scheduling for all front desk, reservationist, night audit, Offsite Reservations, and night runner.

Ensuring all front desk staff always provide excellent customer service through coaching and training.

Maintaining detailed knowledge of resort products, services, and operations.

Maintaining expert knowledge of Resort Data Processing, our property management software.

Resolving all customer service issues and complaints and performing service recovery as needed.

Creating and monitoring labor and supply budgets.

Work with Lodging Director to maximize occupancy and revenue. Attendance periodically in Yield Management meetings. Assist with rate management.

Assist with Marketing efforts.

Assisting with Human Resource tasks including recruitment and interviewing for Front Desk Staff

Assisting in the oversight of the condition of resort facilities and recreational equipment.

Participating in weekly lodging meetings.

Responsible for staffing the front desk and making sure the front desk is supported.

Perform other job-related duties as assigned by Director of Lodging

Supervisory Responsibilities

Manages 10-20 employees including 4-5 managers-on-duty. Is responsible for the overall direction, coordination, and evaluation of this staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving

problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings; Writes clearly and informatively.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree from a 4-year college/university and 3 years of relevant experience; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of property management software, human resources software, Microsoft Outlook; Microsoft Access; Microsoft Excel; and Microsoft Word.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand. The employee is occasionally required to walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $50,000.00 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
• Holidays
• On call
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 4 years (Required)
• Front Desk: 2 years (Required)

Ability to Relocate:

• Tofte, MN 55615: Relocate before starting work (Required)

Work Location: In person