Assistant Front Desk Manager

About Shanty Creek Resort

Shanty Creek Resorts is committed to providing our guests with a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow us to grow our business.

About the Role

The Assistant Front Desk Manager helps support the daily operation of the front desk while ensuring guests receive friendly, efficient, and professional service throughout their stay.

This position assists the Front Desk Manager with supervising employees, coordinating daily front desk activities, supporting scheduling and training, and resolving guest concerns. The Assistant Front Desk Manager also works closely with other departments to help ensure smooth communication and consistent service.

This role is ideal for someone who enjoys working with people, solving problems, supporting a team, and creating a positive guest experience in a fast-paced resort environment.

Minimum Qualifications

• High school diploma or equivalent.

• Previous experience in a front desk, guest service, customer service, or hospitality role.

• Strong verbal and written communication skills.

• Strong interpersonal and problem-solving abilities.

• Ability to work a flexible schedule based on business needs, including weekends and holidays.

Preferred Qualifications

• Degree or coursework in Hospitality Management, Business, or a related field.

• Previous supervisory or leadership experience.

• Experience working in a hotel or resort environment.

• Familiarity with property management systems, reservation systems, and guest service software.

• Multilingual abilities are a plus.

Responsibilities

• Assist the Front Desk Manager with daily front desk operations.

• Help supervise, support, and provide direction to front desk employees.

• Assist with employee scheduling, training, and onboarding.

• Ensure guest check-ins and check-outs are completed accurately, efficiently, and professionally.

• Respond to guest questions, requests, concerns, and complaints in a timely and professional manner.

• Assist with service recovery and work to resolve guest concerns whenever possible.

• Support front desk employees with reservation, billing, room assignment, and guest account questions.

• Monitor the front desk and lobby areas to ensure they remain clean, organized, professional, and welcoming.

• Communicate guest needs and operational concerns to Housekeeping, Maintenance, Reservations, Food & Beverage, and other departments as needed.

• Help maintain accurate guest records, reservations, payments, and front desk documentation.

• Support established policies, procedures, service standards, and safety expectations.

• Assist with employee coaching, performance, and attendance concerns as directed by the Front Desk Manager.

• Help maintain appropriate front desk coverage based on occupancy and operational needs.

• Promote a positive, professional, and guest-focused work environment.

• Perform other duties as assigned.

Skills and Competencies

• Strong guest service and interpersonal skills.

• Effective verbal and written communication.

• Strong organizational and time management skills.

• Ability to prioritize and manage multiple responsibilities.

• Strong problem-solving and decision-making abilities.

• Ability to remain calm and professional in challenging situations.

• Leadership and team-support skills.

• Strong attention to detail.

• Ability to work effectively with multiple departments.

• Familiarity with hotel property management and reservation systems is preferred.