Front Office Manager

Salary Range: $80,000-$85,000

Other Compensation: Bonus Potential

Position Type: Exempt Full-Time

The Lakehouse Resort/The Links at Lakehouse is looking for an eager and motivated professional to join our team!! As an employee, you are eligible to receive a wide range of benefits & perks, including:

**Medical and Dental Insurance**

**Company provided Vision and Life Insurance**

**Company matching 401(k) program**

**Employee Referral Compensation**

**FREE green fees & range balls**

**Employee discounts on food, drink, merchandise, hotel stays, & Marina activities**

**Discounts at Belmont Park - 4 FREE Rides and Attraction Passes per month**

About Lakehouse Resort

Reminiscent of a summer lake house, The Lakehouse Resort is a refreshing deviation from the commonplace and promises a tranquil escape from life’s daily stresses. We offer the optimal ambiance for a perfect event. Guests enjoy affordable luxury on the shores of sunny Lake San Marcos, matched with an unparalleled guest service experience.

The Lakehouse Resort offers 143 spacious rooms inclusive of breathtaking views, spa- like showers, Serenity memory foam beds, 100 channels of high-definition television with premium movie channels, complimentary wireless internet, a magnificent lobby area with a fireplace, library, board games: 2 spacious pool decks and hot tubs, hammocks, fire pits, 24 hour in-room dining, and many more legendary amenities.

Guests of the resort are encouraged to enjoy our golf course, The Links at Lakehouse Resort, which offers 18 holes of championship golf, a driving range, and 18 holes of executive golf. Our restaurant, Brickmans, offers fine dining for breakfast, Sunday brunch, lunch, and dinner. In-room dining guests can order off the full menu from the comfort of their own hotel room.

Front Office Manager

The Front Office is at the heart of every hotel, and our front-of-house staff are some of the most important members of the team. They are the first to meet our guests and have the first opportunity to provide them with impeccable service. Managers set an example for the staff to follow and are expected to provide leadership and professionalism as a representative of the Company.

Key Responsibilities:

• Oversee both short-term and long-term planning for the department.
• Assist in managing daily operations of the front office, ensuring smooth check-ins, check-outs, and guest services. 
• Responsible for maintaining departmental budgetary expectations and labor costs.
• Assist with creation of Standard Operating Procedures and departmental expectations.
• Provide overall accountability for the department.
• Ensure proper staffing levels are maintained for the department.
• Manage day-to-day operations of the Front Office.
• Support the coffee shop operations, ensuring high quality service. 
• Train, develop, and recommend discipline of staff members.
• Ensure quality assurance standards of hospitality are provided to all guests and employees on property and/or via phone, email, etc.
• Communicate respectfully and clearly with guests, superiors, and employees – verbally and in writing to provide clear information and direction.
• Interact positively with customers, take action to resolve problems, and maintain a high level of customer satisfaction and policies.
• Receive requests and/or complaints and take appropriate action, including communicating with departments involved directly or via telephone and/or email.
• Monitor office, amenities, and guest supply inventory.
• Ensure compliance of all front office and guest service standard operating procedures and policies.
• Oversee the VIP and Group guest processes including inspection of VIP arrival rooms, reviewing VIP reservations and all group resumes, and ensuring smooth check-in/check-out.
• Assist with upselling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Perform quality checks on employees, employee tasks and public spaces of the hotel.
• Complete all required Company training and compliance courses as assigned.
• Adhere to Company standards and maintain compliance with all policies and procedures.
• Support and collaborate with the other hotel departments and property Management to facilitate increased levels of communication and guest satisfaction.
• Establish and achieve company, property, and departmental goals & objectives.
• Function with independence and make decisions on matters of significant importance.
• Perform other related duties as assigned.
• This position will spend most of the time (50% or more) performing individual tasks related to those performed by direct reports, but primary duties are supervisory or organizational goal related. A portion of the time may be spent achieving organizational objectives, often through the coordinated achievements of subordinate staff.

Qualifications:

• The ideal candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate strong leadership capabilities.
• At least 3 years of front desk supervisor/managerial experience in a hotel of similar size and quality required.
• Opera experience preferred.
• Ability to handle stressful situations in a calm professional manner and exhibit good judgement.
• Strong interpersonal skills: ability to get along with a diverse group of personalities.
• Ability to communicate clearly and effectively with guests and team members, both verbally and written.
• Ability to stand, walk, and continuously perform behind the front desk.
• Ability to consistently demonstrate a “YES” attitude when performing duties with employees, guests, and management.
• Highly organized; quick, yet thorough and communicative.
• Extremely focused, while able to multi-task and adapt to changing priority levels for ongoing projects.
• Self-starter that feels comfortable taking initiative.
• Must demonstrate a positive attitude and professional demeanor. 
• Able to stand, walk, and sit up to 8 hours in a single day.
• Able to lift up to 40 lbs.
• Occasionally required to sit, climb or balance; stoop, kneel, crouch, or crawl; talk or hear, taste, smell.

EXPECTED HOURS OF WORK:

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts. Position requires working from property location.

In addition to working holidays and weekends as business demands, salaried managers are often expected to work up to or more than 50 hours per week with the opportunity to work less hours during slower time periods or as defined by your direct report.