Hotel Front Office Manager
About The Position
Dawn Ranch is a 22-acre riverside boutique resort destination in Guerneville, California, with an 86-unit cottage-style hotel and event venue. Its offerings include accommodations, dining, weddings and retreats, wellness, outdoor experiences, and seasonal programming. The Hotel Front Office Manager leads the front office and resort activities operations and helps ensure an exceptional guest experience that meets the resort’s quality standards and brand. The role oversees reservation management, guest billing, staffing, activity scheduling, training, record keeping, and report preparation. The manager hires, trains, schedules, and supervises employees; oversees administrative duties; and responds to guest complaints and inquiries. The position also coordinates with other department managers to support guest satisfaction and efficient operations, and serves as the property Manager on Duty when assigned.
Requirements
- At least 2 years of hotel or hospitality experience.
- At least 1 leadership experience; hotel front office leadership experience is preferred.
- Previous experience with hotel front desk operations.
- Strong verbal and written communication skills, including the ability to follow company communication policy and brand standards.
- Strong guest service and conflict-resolution skills.
- Ability to lead, motivate, and develop employees.
- Strong organizational and time-management skills.
- Ability to work effectively in a fast-paced environment and multitask.
- Ability to work collaboratively with department managers, team members, third-party vendors, and clients.
- Basic computer proficiency and ability to learn new systems quickly.
- Knowledge of safety management principles, federal and state OSHA regulations, and safety, emergency, and accident policies and procedures.
- Ability to stand and walk for extended periods throughout the resort.
- Ability to sit for periods while performing administrative, computer, scheduling, reporting, and other office duties.
- Ability to occasionally lift, carry, push, or pull items weighing up to 25 pounds.
- Ability to work in a hotel environment with frequent guest and employee interaction and varying noise levels, temperatures, and indoor and outdoor conditions.
- Ability to work flexible schedules, including weekends, holidays, and occasional overnight or extended shifts when business needs require.
Responsibilities
- Lead and manage front office and resort activities operations, collaborating with and supporting housekeeping, spa, food and beverage, events, engineering, sales, and administration.
- Develop and implement strategies to promote guest satisfaction and staff efficiency.
- Ensure guest inquiries and concerns receive timely, effective, and high-quality responses.
- Work collaboratively to maintain high standards of comfort, service, and quality throughout the resort.
- Manage the financial performance of the Front Desk and Activities departments, pursue revenue opportunities, and manage expenses.
- Assist with front desk operations according to occupancy and staffing needs.
- Promote the safety of guests, employees, and vendors by complying with safety, emergency, and accident policies and procedures.
- Recruit, hire, train, schedule, and supervise front office and activities employees.
- Assign and delegate work and authority; coach, advise, and assist employees and help them address obstacles and problems.
- Maintain appropriate staffing levels based on occupancy, business levels, and operational needs.
- Coordinate with and schedule third-party resort activity partners.
- Respond promptly and effectively to guest requests and complaints.
- Review employee and guest satisfaction results and communicate plans to address improvement areas and build on strengths.
- Maintain accurate guest information in the property management system and partner extranets, including reservations, profiles, billing, and account balances.
- Serve as the property Manager on Duty when assigned.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
