Front Office Manager
About The Position
Situated just 2.5 miles from the world-famous Las Vegas Strip, the tropically landscaped Westgate Flamingo Bay Resort allows you the ideal opportunity to help create remarkable guest experiences in a fun and rewarding environment. As part of the Westgate Flamingo Bay Resort team, you will help provide guests a home away from home at our amazing resort that features complimentary scheduled shuttle service to the Las Vegas Strip and Westgate Las Vegas Resort & Casino. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company. Oversee all front office operations. Assures guest satisfaction with room amenities and service. Resolve guest complaint in an efficient manner by performing the following duties.
Requirements
- High school diploma or general education degree GED.
- The Team Member must regularly lift and/or move up to 10 pounds.
- Follow instructions without close supervision.
- Must be able to work weekends and holidays as needed.
- Required to pass a background screen, drug test, and prove eligibility to work in the United States.
- 3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience.
- Proficient with computer software (including Microsoft Office).
- Commitment to delivering outstanding service and creating positive guest experiences.
Responsibilities
- Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service.
- Recruit, onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team.
- Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions.
- Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals.
- Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy.
- Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality.
- Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts.
- Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand standards.
- Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts.
- Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints.
- Other duties as assigned.
Benefits
- Comprehensive health benefits – medical, dental and vision
- Paid Time Off (PTO) – vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
501-1,000 employees
