Front Desk Manager

HOTEL FRONT OFFICE & RESERVATIONS MANAGER at Destination Geneva National

Join the fun, fast-paced hospitality team at Destination Geneva National as a Front Office & Reservations Manager, helping lead our Front Desk and centralized Call Center operations at our Lake Geneva, Wisconsin club and resort.

This leadership role oversees guest services, hotel reservations, restaurant bookings, and golf tee times while ensuring every guest interaction reflects our commitment to exceptional hospitality. The ideal candidate is a service-focused hospitality professional who enjoys leading teams, improving operations, and creating memorable guest experiences.

KEY RESPONSIBILITIES

Front Office Operations

• Oversee daily Front Desk and Guest Services operations
• Ensure smooth and welcoming check-in and check-out experiences
• Coordinate room availability, VIP arrivals, and group arrivals
• Provide service recovery and resolve guest concerns promptly
• Serve as Manager on Duty and support daily hotel operations as needed

Reservations & Call Center Leadership

• Lead a centralized reservations team responsible for:
• Hotel room reservations
• Restaurant bookings
• Golf tee time reservations
• Establish call quality standards and reservation accuracy
• Coach team members on upselling, product knowledge, and guest service
• Monitor call volume, conversion rates, and booking performance metrics Front Office-Call Center Manage…

Team Leadership & Development

• Recruit, train, coach, and develop Front Office and Call Center staff
• Set clear expectations and support employee growth
• Foster a positive, service-focused team culture
• Maintain training materials and ensure consistent onboarding

Cross-Department Collaboration

• Partner with Housekeeping, Maintenance, Food & Beverage, and Sales teams
• Participate in operations meetings and share insights on guest trends
• Ensure seamless communication across departments to enhance guest experiences

EXPERIENCE & QUALIFICATIONS

• 3–5 years of leadership experience in hotel front office, reservations, or call center operations
• Strong leadership, communication, and organizational skills
• Passion for delivering exceptional guest service
• Ability to manage multiple priorities in a fast-paced hospitality environment
• Experience driving revenue through upselling and guest engagement
• Bachelor’s degree in Hospitality Management preferred (or equivalent experience)

WORK ENVIRONMENT

This role operates in a fast-paced hospitality environment with frequent guest interaction both in person and by phone. The position requires standing, walking, computer and phone system use, and coordination with multiple hotel departments.

JOIN OUR TEAM

If you’re a hospitality leader who thrives in a dynamic resort environment and enjoys building high-performing teams, we invite you to apply and help create exceptional guest experiences at Destination Geneva National.

FULL-TIME/YEAR-ROUND BENEFITS

• Competitive salary and performance-based incentives.
• Medical, dental, vision, short-term disability, and life insurance group plans.
• 401K
• Paid Time Off
• Pay as you earn/daily pay available.
• Opportunity to work in a stunning resort setting with access to recreational facilities.
• Encouraging and supportive work environment that values creativity and teamwork.
• Potential for professional growth within a dynamic hospitality organization.

All seasonal and year-round staff receive benefits including complimentary golf, discounts at our dining facilities and Pro Shop, reduced greens fees for your foursome, special hotel rates for friends & family, monthly associate golf tournaments, and more. All staff benefit from the option for pay-as-you-earn with Dayforce Wallet.

Who is Destination Geneva National?

Specializing in the golf club lifestyle, the privately owned Destination GN hosts 54 holes of signature golf by Palmer, Player and Trevino, award-winning dining and event venues, a lakeside driving range, sprawling semi-private Clubhouse with sweeping verandas, and sleek on-course executive suites and cottages plus the 146-room Lodge Geneva National. Tee up a career at Southeast Wisconsin’s premier golf resort and set the stage for celebration. Learn more at www.desinationgn.com.

NOTE: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g., emergencies, changes in workload, rush jobs or technology developments) dictate.

Destination Geneva National is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.

Job Type: Part-time

Benefits:

• 401(k) matching
• Employee assistance program
• Employee discount
• Flexible schedule
• Life insurance
• Professional development assistance

Work Location: In person