Front Office Manager

ROCKING HORSE RANCH RESORT•Highland, NY

6d•Onsite

About The Position

Rocking Horse Ranch Resort is looking for a Front Desk and Reservations Manager with strong customer service, sales and leadership skills. This position will report to the General Manager and is responsible for supervising all aspects of the Front Office operation, guest relations and will manage a team of a 24 hour, active desk. The Front Office Manager will assist in training a team of committed professionals to maintain the highest level of guest satisfaction in our fast-paced work environment.

Requirements

3+ year(s) of supervisory experience
Strong organizational, communication, and interpersonal skills
Strong work ethic, adept at multitasking, and a true team player
Flexibility to work weekends or holidays
Strong computer software skills (such as Microsoft Office) and ability to learn and use our Property Management and other software as needed

Responsibilities

Receive and manage in-bound reservation calls and leads from potential guests, repeat clients, and groups; maintain strong understanding of specific guest needs to secure reservations.
Provide attentive and courteous service to all guests during check-in, throughout their stay, and at check-out.
Oversee and direct the Front Office team by issuing daily assignments, observing daily interactions, and providing ongoing coaching, training, and feedback.
Ensure Front Office staff deliver the highest level of guest satisfaction and create an efficient, warm and welcoming environment for guests.
Ensure full compliance to all Rocking Horse Ranch Front Office operating controls, SOP’s, policies, procedures and service standards.
Work and train with the accounting department to monitor accuracy of cashier posting, envelopes, and other departments cash/credit card summaries and ensure accurate set-up of accounts for each guest checking in according to their requirements (shares, separate room tax, incidentals, comps, etc.
Be knowledgeable and ensure Front Office staff is knowledgeable of room rates, promotions, special packages, itineraries, resort activities/services, and hours of operation.
Work closely with Housekeeping and Guest Services teams in overseeing daily arrival/departure activities.
Communicate closely with Management on guest feedback and follow up with a sense of urgency.
Manage Administrative tasks for the Front Office team to ensure coverage that meets business needs: create weekly schedules, monitor and approve timecards, review time off requests, perform candidate interviews, etc.
Other duties as assigned to meet business needs.