2nd Shift Front Desk / Reservations Manager
About The Position
The Front Desk / Reservations Manager serves as the primary resource for Front Desk and Reservation Agents seeking technical assistance or guidance to support excellent guest satisfaction. The manager keeps staff informed about room availability, occupancy, and reservation status; responds to guest reservation requests; and oversees reservation systems and incoming-call tracking. The role maintains approved quality assurance standards for rates, deposits, property descriptions, activity tables, and reservation letters. The manager schedules staff for adequate coverage, trains and coaches employees, monitors performance and attendance, addresses escalated guest complaints, and coordinates with Housekeeping, Maintenance, and Reservations. The position supports customer service, professionalism, and operational efficiency, and includes other duties as assigned.
Requirements
- Previous supervisory or management experience.
- Previous Front Desk, Reservations, or Contact Center experience.
- Maintain a professional attitude and appearance at all times.
- Ability to work effectively in a fast-paced environment.
- Excellent verbal and written communication skills.
- Ability to handle guest complaints and resolve concerns professionally.
- Familiarity with Microsoft Office and Google Docs.
- Strong multitasking, organizational, and time-management skills.
- Ability to train, coach, motivate, and lead a team.
- Strong problem-solving and decision-making skills.
- Dependable, punctual, and able to maintain reliable attendance.
- Strong teamwork skills and commitment to exceptional guest service.
- Reliable transportation and availability to work weekends and holidays.
Responsibilities
- Serve as the primary resource for Front Desk and Reservation Agents who need technical assistance or guidance in achieving excellent guest satisfaction.
- Ensure Front Desk and Reservation staff are consistently informed about room availability, occupancy, and reservation status.
- Respond promptly to guest reservation requests with courteous, accurate, and professional service.
- Oversee reservation department systems to ensure accurate handling, tracking, and monitoring of incoming phone calls.
- Maintain approved quality assurance standards, including rates, deposits, property descriptions, activity tables, and reservation letters.
- Manage staff scheduling to ensure adequate coverage and efficient daily operations.
- Train, coach, and mentor Front Desk and Reservation staff to improve performance, reinforce service standards, and support professional development.
- Handle escalated guest complaints and concerns professionally and work toward timely, satisfactory resolutions.
- Monitor daily staff performance for productivity, accuracy, attendance, and compliance with departmental standards.
- Coordinate with Housekeeping, Maintenance, and Reservations to support smooth operations and a positive guest experience.
- Support high standards of customer service, professionalism, and operational efficiency.
- Perform other duties as assigned.
Benefits
- On-demand pay; get paid the same day you work.
- Fun and exciting work environment.
- Free waterpark and theme park passes, based on resort occupancy.
- Flexible schedules.
- Employee discounts on hotel rooms, retail, and food.
- Company-wide outings.
- Employee Referral Program.
- Full-time employees are eligible for health insurance, dental insurance, FSA Health, and FSA Dependent Care after 60 days of employment.
- Full-time employees are eligible for a 401(k) and paid time off after one year of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
