Front Desk Manager

Tamarack Resort•Donnelly, ID

About The Position

The Lodging Front Desk Manager for Tamarack Resort will provide leadership, guidance and support to the Lodging Front Desk, Night Audit, Bellhop, and Concierge teams. This role is responsible for overseeing day-to-day operations at The Lodging Front Desk, guest service and sales training, shift coverage, performance management and creating a hospitality culture. The manager will work closely with other departments including housekeeping, maintenance, property management, reservations, marketing, and others to ensure seamless communication, coordinated hand-offs, and anticipation of guest needs, The ideal candidate will have a strong background in hotel management, and a deep understanding of the resort industry. EMPLOYEE EXPERIENCE Working at Tamarack is an incredibly rewarding and magical experience. Not only will you be working in a beautiful mountain environment, but you will also receive amazing employee perks like a season pass for you and your family, resort discounts, free childcare and more! Tamarack Resort offers a comprehensive benefits package including free childcare, season passes, employee housing in our brand-new housing units, resort discounts, 401k, health, dental, vision, life insurance, and more! We are passionate about guest service and delivering memorable experiences to all who enjoy Tamarack. Mountains, meadows and lakes are for everyone, and our resort community is no different. We are committed to promoting equality, diversity and inclusion in hiring, training, and career advancement. We celebrate and respect our diverse team members and guests.

Requirements

Bachelor’s degree in Hospitality, Business, or a related field; or equivalent experience.
3+ years of experience in reservations management, preferably in the travel, tourism, or hospitality industry.
Proven leadership and team management experience.
Strong understanding of reservation systems and POS tools.
Excellent communication and interpersonal skills.
Ability to work independently and manage a remote team.
Strong analytical and problem-solving abilities.
Must be over 21 years of age.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and converse in the English Language.
Basic accounting knowledge required. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of geometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Frequent walking, standing, and talking in both noisy and quiet locations.
Frequent bending, climbing, kneeling squatting, twisting/turning from waist and pushing/pulling objects both with and without wheels.
Will be working with hands and fingers and lifting and moving objects up to 55 pounds horizontally and vertically on a regular basis.
Weekend and holiday work will be required
Early morning and late night shifts and/or on-call availability often times required.
Hazardous Weather

Nice To Haves

Prior work experience with a ski resort, seasonal business and/or the hospitality industry is highly preferred.
Fluency in other languages not required, but a plus.

Responsibilities

Lead, mentor, and manage Supervisors, ensuring high levels of performance and customer service for the Resort.
Be the hiring manager for Front Desk staff.
Develop and implement training programs to enhance the skills and knowledge of the Front Desk and Concierge team; including Standard Operating Procedures and continued staff development.
Communicate performance expectations in accordance with job descriptions for each position, monitor progress and ensure recognition.
Oversee schedules and staffing levels to ensure that guest service, operational needs and financial objectives are met.
Manage department expenses to achieve or exceed budgeted goals within your control.
Oversee and sign off on payroll.
Maintain complete knowledge at all times of: all features/services, hours of operation all room types, numbers, layout, decor, locations all room rates, special packages and promotions daily house count and expected arrivals/departures room availability status for any given day scheduled daily group activities, if any all activity requirements, availability, cancellation policies, etc. multiple systems and applications; including PMS and POS
Maintain a clean, neat and welcoming presentation of the public areas and offices at Lodging Check-In; including seasonally themed décor.
Assist and communicate with housekeeping as needed; including inspecting, stripping and cleaning rooms.
Oversee documentation, follow-up, resolution and communications of maintenance issues.
Oversee assembly of check-in packets; including keys, lift tickets, and other material. Quality control reservation check-in and check-out for accuracy.
Ensure all scheduled departures are checked-out by 11AM and/or the guaranteed check-out time.
Resolve all open guest room folios post check-out.
Ensure proper grooming, uniform, and appearance standards are met and upheld by all staff at lodging check-in and other guest-facing areas.
Maintain accuracy in all financial transactions processed through the PMS and payment systems.
Ensure staff is knowledgeable of all resort products and services; including their features & benefits to the guest, hours of operation, packages and promotions
Manage communication of services and amenities to guests, such as restaurant and activity reservations and recommendations, driving directions, transportation needs and other requests as needed.
Manage guest room deliveries for items such as keys, amenities, and lift tickets.
Manage documentation and tracking of all guest requests, preferences, opportunities or challenges, with special attention for VIP guests.
Ensure incoming calls are picked up in a timely fashion and handled professionally.
Maintain strong relationships with the marketing team, resort operations teams, group sales team, and key partners, including travel agents, tour operators, and corporate clients.
Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
Gather and analyze customer feedback to identify areas for improvement in service delivery.
Protect confidential guest information and room access.
Settle guest accounts: assist guests with billing inquires and make adjustments if necessary.
Collaborate with marketing and sales teams to develop and execute promotional campaigns and special offers for the Resort.
Coordinate with operations and logistics teams to ensure availability and accuracy of inventory for reservations.
Participate in regular meetings with regional and corporate leadership to align on goals and strategies.
Coordinate with third party contractors who supply Lodging Front Desk with services and products.
Collaborate with Accounting to ensure guest billing is complete and provide documentation when charges are disputed.
Work with Reservations team on a daily basis.
Participate in resort operational stand-ups.
Prepare regular reports on lodging stay activity and customer satisfaction.
Analyze data to identify trends and make data-driven recommendations for improving processes and outcomes.
Manage the department’s budget, ensuring efficient use of resources and alignment with financial goals.