Front Desk Manager - Summit Hotel

Boyne Resorts•Big Sky Meadow Village, MT

36d•Onsite

About The Position

The Front Desk Manager assists the Assistant Hotel Manager and the General Manager in maintaining and improving front desk operations by training, scheduling, monitoring, and motivating staff. Responsible for recruiting and hiring the front desk staff including any Assistant front desk Manager and/or Supervisor positions within the department. This Manager is responsible for establishing and enforcing standards and procedures while improving our Net Promoter Scores and overall guest service standards. Directly supervises front desk staff while working alongside them. Ensures proper completion of all front desk daily duties. Manager must have excellent communication skills, and work closely with other departments such as Bellmen, concierge, and housekeeping. Manager must have great problem solving skills, be willing to handle guest complaints, and offer viable solutions for guests. Implements and monitors employee incentive programs. The front desk manager must be a leader, motivator, detail-oriented and enthusiastic.

Requirements

High School Diploma or equivalent
Current Big Sky Resort employee in good standing
Hotel Front Desk or front of the house experience is required
Computer literate and proficient with Microsoft Office Suite

Nice To Haves

Previous leadership or supervisory role is appreciated

Responsibilities

Lead by example and able to carry out all duties of the front desk staff. This includes, but is not limited to: completing check-ins and check-outs for guests, providing area and Resort information, and processing cash transactions.
Encourage and train staff to provide the highest level of service to all guests. Hold staff accountable and counsel and discipline in a productive manner, as needed. Create a positive and productive work environment that works cohesively and communicates well with all Resort departments.
Use judgement and authority to make decisions and resolve guest and employee issues. Able to determine when comps, guest discounts higher than 10%, upgrades, and refunds should be granted.
Contribute to agenda for weekly Front Desk meetings.
Able and willing to work long hours and stand for duration of shift.
Report to weekly operational meetings to ensure that the overall front desk and Hotel goals are being met.
Abide by and uphold Big Sky Resort and Boyne, USA policies and procedures.