Front Desk Manager

Team Leadership & Development:

Join our wonderful resort as a key member of our leadership team At Split Rock Resort, our Front Desk is the face of the resort. Our Front Desk team is responsible for ensuring exceptional guest services from the moment someone walks through the door. To excel as the leader of the front desk, you must be an excellent communicator, have the ability to multitask, & have an outgoing personality.

GENERAL JOB DESCRIPTION

The Front Desk Manager is responsible for the overall success and smooth operation of the front desk, encompassing comprehensive team leadership, unwavering guest satisfaction, efficient operational execution, and consistent adherence to resort policies and procedures. This multifaceted role requires a blend of management acumen, service orientation, and problem-solving skills to ensure every guest interaction is positive and memorable.

Specific responsibilities include:

• Define, implement, and maintain front desk objectives and operational procedures.
• Lead the full employee lifecycle for front desk staff, including hiring, training, scheduling, and performance management.
• Supervise all front desk activities, encompassing check-in/check-out processes, reservations, guest inquiries, phone calls, and email correspondence.
• Ensure all team members are proficient in hotel amenities, computer systems, and all relevant operational procedures.
• Conduct regular performance appraisals (e.g., 90-day and annual reviews) and provide ongoing coaching, counseling, and discipline in accordance with company SOPs.
• Foster a positive and collaborative work environment, promoting strong employee morale and continuous professional development.
• Prepare and manage employee schedules based on business forecasts, payroll budgets, and productivity requirements.

Exceptional Guest Service & Relations:

• Ensure all guests are greeted and welcomed in a friendly, attentive, and professional manner, adhering to Split Rock Resort by Bel Air Collection's service standards.
• Proactively and promptly respond to all guest requests, concerns, complaints, and incidents, ensuring appropriate action is taken and follow-up is completed to guarantee guest satisfaction.
• Monitor the reservation process to ensure consistent application of courtesy, accuracy, and upselling techniques.
• Track and manage VIPs, special guests, and specific guest requests to ensure personalized and elevated service.

Operational Excellence & Financial Management:

• Oversee and ensure accurate and efficient financial control procedures for cash handling, vouchers, inventories, and receivables.
• Produce accurate and timely financial reports for management review.
• Strategically maximize room revenue and occupancy through daily status reviews, rate analysis, credit report monitoring, and close observation of daily house counts.
• Ensure no-show revenue is maximized through consistent and accurate billing practices.
• Collaborate closely with the Accounting department on follow-up items such as returned checks, rejected credit cards, and employee discrepancies.
• Maintain required inventory pars of all front office supplies and stationary.
• Review daily Front Office work and activity reports generated by Night Audit.
• Manage budgets, records, and contracts relevant to the front office.
• Ensuring that the front desk and reception area is kept clean and organized.

Compliance & Communication:

• Ensure consistent compliance with all brand standards, company training initiatives, and Standard Operating Procedures (SOPs).
• Maintain professional working relationships and foster open lines of communication with managers, employees, and other hotel departments.
• Operate communication radios efficiently and professionally, ensuring proper etiquette within the department.
• Coordinate the ongoing implementation of the Split Rock Resort by Bel Air Collection's philosophy of service across the front desk team.
• Stay informed of all current rates, packages, and promotions.
• Strictly enforce all Split Rock Resort by Bel Air Collection hotel credit policies.
• Attend all required monthly employee team meetings and other management functions, including MOD (Manager on Duty) participation.
• Perform administrative duties such as filing, updating records, and other tasks as needed to support front desk operations.
• All other duties as assigned

Qualifications

• A Bachelor's degree in Hospitality Management or a related field is preferred.
• A 4-year college degree, or a 2-year college degree with at least 1 year of related experience, or two to three years of experience in a hotel or related field (with a focus on front office operations) is required.
• A minimum of 2 years of progressive experience as a Front Desk Manager or in a similar supervisory role within a hotel environment is required.
• Previous management experience is preferred.
• Ability to work weekends, holidays, and flexible/long hours as dictated by business needs.
• Proficiency in Windows operating systems
• Solid understanding of operational procedures and best practices within the hospitality industry.
• Exceptional written and verbal communication skills with the ability to convey information clearly and effectively to all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Strong organizational skills, excellent time management abilities, and keen attention to detail.
• Proven ability to provide outstanding customer service and resolve guest issues effectively.
• Strong leadership, coaching, and training abilities with a track record of developing high-performing teams.
• Demonstrated ability to handle stressful and high-pressure situations with composure.
• Proactive problem-solving skills, including anticipating, preventing, identifying, and resolving issues efficiently.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Must be proactive, show initiative, and anticipate guest or operational needs.
• Maintain high standards of personal appearance and grooming, including adherence to uniform and nametag policies.
• Reliable attendance in compliance with Split Rock Resort standards is essential.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person