Front Desk Manager

Title: Front Desk Manager

Reports to: Assistant General Manager/ General Manager

Property: Sorrel River Ranch

About The Sorrel River Ranch Experience

Sorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We’re driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, most unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.

Position Overview

Collaborate with all team members to ensure that The Sorrel River Ranch product is delivered to the highest operational standards. Execute once-in-a-lifetime experiences for guests by anticipating guest needs, tailoring service to guest preferences, and exceeding expectations. Support the management in daily operations and leadership of the team. Support the business operations team by assisting with projects relating to the MEWS, and monthly inventories, team support and training on the systems. Support The Sorrel River Ranch operations by continuing to clarify The Sorrel River Ranch product, structure, standard operating procedures, and support other operations, as necessary. Work to further The Sorrel River Ranch product by questioning operational norms, proposing solutions, and striving to innovate and streamline The Sorrel River Ranch operation.

Position & Responsibilities

All duties must be done in the manner prescribed by Sorrel River Ranch and Spa.

• Supervise all department personnel demonstrating high leadership skills, model behaviors, and exemplary actions.
• Manage and motivate all Guest Experience Makers, Guides/Tours, Spa Therapists, and Reservations, with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. Understanding and anticipating each guest’s wants and needs. Helping co-workers goes beyond exceeding guests’ wants and needs
• Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue.
• Compile and prepare financial reports, including the rate and availability calendar. Understand Ihotelier, Synxis, Expedia and all other OTA’s and third-party booking engines
• Conduct daily, weekly department meetings
• Assist HR with department recruiting and hiring of all new personnel
• Direct department training programs include Orientation, New Hire Training, EI Certification, Train-the-Trainer, Ongoing Training, and Performance Evaluations
• Plan, assign, and direct various department tasks and projects assigned
• Demonstrate knowledge of, adherence to, and enforcement of all SRR standards
• Supervise and assist staff with basic functions such as:

• Process guest check-in and check-out smoothly and correctly
• Enforce and execute all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billing
• Deliver all guest messages, mail, and packages in a timely manner.
• Ensure that accurate guest and room status information is maintained and effectively communicated by completing thorough reviews as assigned.
• Operate front desk equipment including but not limited to phone system, MEWS - Property Management System (PMS), Central Reservation System, copier, calculator, fax, internet systems and printers.
• Maintain consistent communication, especially with housekeeping and engineering departments
• Complete necessary shift paperwork and ensure accuracy on shift checklist, logbook, courtesy call back log, and all other forms or checklists assigned
• Execute Standards – making sure we always comply
• AM/PM Checklist
• Guest Request Log
• Telephone Log
• Experience Log – BLM report
• Audit the Key Log Weekly Guest billing, disputes, and inquiries
• Creation of checkbook and maintaining/reviewing Rooms Department Expenses
• Reservation management – ensuring arrivals have been reviewed, deposits have been taken, understand what corporate accounts are arriving
• Resolve guest problems quickly, efficiently, and courteously. Meeting and exceeding each guest’s want and needs
• Maximize hotel profitability.
• Use and practice suggestive selling techniques to increase revenues.
• Maintain, monitor, and update group information on the hotel’s records, as necessary
• Be well acquainted with all area attractions, current events, directions, and competition in the local community.
• Maintain knowledge of all available Hotel, F&B, and Experiences packages, promotions, and details
• Perform essential front desk duties and responsibilities which include working desk shifts
• Develop and execute projects including identifying the necessary tasks and deadlines, assigning them to appropriate people, and following-up as needed to ensure effective and timely completion
• Participation as Manager on Duty as assigned
• Attend required meetings and pre-shift meetings
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear directions in advising and instructing staff in the details of work.
• Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information
• Effectively communicating with other department heads, teamwork is the network for success
• Counsel, in a timely manner, individual department members who are not performing adequately
• Provide security for guests, employees, and property by adhering to security procedures for guest room keys and master keys.
• Understanding all hotel emergency procedures
• Reporting any suspicious activity to management
• Performs all other duties assigned

Requirement & Qualifications

• Having a smiling and happy attitude
• Powerful desire to lead and motivate employees
• Judgment and speed in decision making.
• Professionally manage multiple tasks and demands simultaneously
• Mindfulness
• Attentive and friendly listener
• Sincere desire to provide exceptional customer service
• High ethical standards
• Availability and dependability in meeting a work schedule.
• Communication: Ability to read, write and speak English
• Mathematical: Ability to add, subtract, multiply, and divide. Calculate figures and amounts such as discounts and count cash
• Technical: Ability to operate and control equipment such as computers, switchboard, radio, copy / fax machines etc.
• Physical: Required to stand for prolonged periods of time
• Knowledge / Experience: No experience is required. Prior hospitality experience is preferred
• Must be able to work a flexible schedule including days, nights, weekends, and holidays
• Valid driver’s license to drive golf cart
  
  

We have limited rental housing available on a first-come, first-served basis. The starting rate of pay will be based on the level of experience.

We thank all applicants; however, only those selected for an interview will be contacted. Applicants who do not already have legal permission to work in the United States will not be considered. Sorrel River Ranch Resort & Spa is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V.

The above statements are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all job duties performed by the team members so classified. Management reserves the right to revise or amend duties at any time.

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