What are the responsibilities and job description for the Front Desk Manager position at Indian Head Resort?
Front Desk Manager
Indian Head Resort — Full-Time
Job Overview
Indian Head Resort is seeking an energetic and detail-oriented Front Desk Manager to lead our front office operations with enthusiasm and professionalism. In this pivotal role, ensuring a seamless and welcoming experience from check-in to check-out. Your leadership will drive exceptional guest service, uphold resort standards, and coordinate daily front desk activities — including staff schedules, guest interactions, and reservations. If you thrive in a fast-paced hospitality environment and possess excellent communication skills, this is your opportunity to make a positive impact on our guests' stay while managing a dynamic team.
Duties
- Oversee all front desk operations, including guest check-in/check-out, reservations, and guest inquiries
- Create, manage, and adjust staff schedules to ensure proper coverage at all times
- Lead, train, and motivate front desk staff to deliver outstanding customer service with a friendly and professional attitude
- Manage multi-line phone systems, ensuring prompt and courteous communication with guests and clients
- Utilize property management systems (PMS) such as OPERA to handle reservations, billing, and guest records accurately
- Implement resort emergency procedures effectively during incidents or safety concerns
- Coordinate night audit processes to reconcile daily financial transactions and ensure data accuracy
- Maintain guest relations by addressing concerns promptly, solving problems efficiently, and enhancing overall guest satisfaction
- Monitor front desk performance metrics and guest satisfaction scores
- Coordinate with housekeeping, maintenance, and management teams to resolve guest needs
- Enforce resort policies, safety procedures, and brand standards
- Assist with cash handling, billing, and end-of-shift reporting
- Step in to cover shifts or resolve issues as needed
Requirements
- Proven experience in hospitality management or hotel/resort front desk operations, with familiarity in hotel management systems like OPERA or similar PMS platforms
- Strong leadership and team management skills
- Strong customer service skills with a focus on problem-solving and client communication
- Excellent phone etiquette and experience managing multi-line phone systems in a hospitality setting
- Ability to handle hotel emergency procedures confidently and professionally
- Bilingual or multilingual abilities are highly preferred to serve diverse guests effectively
- Highly organized with strong attention to detail
- Ability to multitask in a fast-paced, guest-facing environment
- Flexible availability, including weekends and holidays as needed
- Previous resort or hotel experience is advantageous for understanding the nuances of guest relations in luxury environments
- A genuine passion for hospitality and guest satisfaction
Join us as a Front Desk Manager where your leadership fuels memorable guest experiences! We value energetic professionals committed to delivering top-tier hospitality service while fostering a welcoming atmosphere for all visitors. This full-time position offers an exciting opportunity to grow within a vibrant team dedicated to excellence.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Food provided
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person