Front Desk Manager

Lake Hope Dining Lodge & Cabins•McArthur, OH

20h•Onsite

About The Position

The Front Desk Manager at Lake Hope Lodge is responsible for overseeing the daily operations of the front desk and retail area, ensuring exceptional customer service to all guests and maintaining a smooth and efficient check-in and check-out process. This is a full-time, individual contributor role with a competitive salary. This location is re-opening soon and operates 67 cabins along with a Dining Lodge that operates for breakfast, lunch & dinner.

Requirements

Possess basic education at High-School level or equivalent
One (1) to three (3) years experience as a Hotel Guest Service Attendant or Hotel Front Desk Agent
One (1) year of supervisory or management experience preferably with a Hotel Front Desk
Must be well organized, detail orientated, handle multiple events, have exceptional telephone etiquette and have outstanding customer service skills
Must have a professional courteous and friendly manner
Exhibits excellent listening and negotiation skills and the ability to ask open ended questions
Must be able to stand for up to four (4) hours at a time
Must have the ability to work under pressure
Experience with Stay N Touch or other similar front desk/reservation system required
Experience with revenue management, rooms management and assignment of rooms
Must have proven communication skills both written and oral
Competence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) required
Must remain flexible with schedule to accommodate business needs, including evenings, weekends & holidays
Must be able to perform tasks in a safe manner and adhere to company policies and procedures

Responsibilities

Interview, select, supervise and evaluate job performance of all Guest Service Attendants
Supervise and motivate staff to ensure that proper guest service is the number one priority
Coordinate the training of new employees and the on-going training of Guest Service Attendants
Prepare weekly schedule staying within company established budget
Work desk shifts when business levels require and cover shifts when there is a schedule conflict
Ensure that employee performance is evaluated in a timely manner using the company provided forms
Ensure that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.)
Achieve high level scores from guest comments and Star Shopper reports
Answer switchboard calls in a professional and friendly manner.
Operate the front desk system to make reservations.
Check guests in and out using the established company standards.
Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
Maintain key control
Find and implement professional resolutions to problems and complaints as they occur
Communicate with the GM on a daily basis regarding operational developments of concern
Pre-block rooms and cabins
Interface with the sales team to coordinate group room details.
Approve all weekly time sheets /payroll, purchase orders, and invoices.
Update time & attendance point sheets as needed.
Participate in property meetings and employee functions as required.