Front Office Manager

Canyon Ranch guides the pursuit of wellbeing on a path through immersive destinations to a lifetime of proven answers. We inspire your well way of life through Integral Answers, Personal Guidance, Lifetime Impact and Evidence-based Progress

Financial Accountability: 25%-Ensures adherence to all hotel cashier and credit policies. Establishes procedures and maintains accuracy of all cashier posting functions, taking action and providing additional training as necessary. Ensures accurate processing of all special billing functions by staff for the various special rates and programs. Ensures establishment of new rate codes, or special billed accounts, are properly allocated within the guidelines of the package breakdown. Monitors guest’s credit limits and ensures appropriate credit and timely payment on all accounts. Involved in management of department budget and manages departmental costs, including inventory, maintaining appropriate changes as operational forecasts change. Sets departmental goals for future growth.

Guest Experience: 25% -Oversees the satisfaction of all guests’ requests and the resolution of all complaints received by the Front Office departments. Forwards appropriate information to management staff as needed for follow up. Interacts frequently with guests to ensure total satisfaction with services. Ensures accurate communication of information to guests regarding all hotel facilities and operating hours. Manages the Return Guest and VIP services programs recommending changes and improvements as needed. Evaluates changes in Guest Services, the guest’s profiles, industry and competitive trends and recommends changes in products and services or operational changes to ensure guests’ satisfaction to maintain market dominance. Ensures wakeup call standards are established and maintained.

Staff Supervision: 25%- Coordinates the exceptionally friendly, professional, and efficient reception, registration and account settlement for hotel guests. Supervises positions in the department. Performs all functions of these positions, as needed with operational demands. Monitors daily punch reports to minimize overtime and ensure compliance by staff to Hotel policies. Manages department daily payroll reports and records, maintaining labor costs within forecasted budgetary guidelines. Schedules, plans agendas, arranges and facilitate monthly department meetings. Maintaining consistent standards of tour procedures including demeanor of staff and quality of information. Monitors the accuracy of all front office/housekeeping room statuses including discrepancies and out of order rooms. 25 %

Operations: 25%-Reviews group resumes, ensuring communication of all necessary information to the Front Desk personnel. Works with Group Sales and Sales managers to ensure all groups needs and special requests are met. Oversees scheduling of arrival and departure manifests daily. Develops and updates guest rooming procedures, including orchestration of entire arrival experience, information and efficiency of guest’s welcome to the resort. Oversees pre-blocking of room assignments to ensure special requests are anticipated and met and the blocking screen is managed with a high level of efficiency allowing maximum selling opportunities. Oversees room waits and room moves. Oversees daily Bucket Check for accurate room status and occupancy statistics with Registration cards. 25 %

Supervises 6 or more (full time equivalent) colleagues.

Must have prior knowledge of position/industry (3-5 years previous experience in same or related field).

Valid in-state driver's license with an acceptable driving record is required.

Current CPR/AED Certification required within 6 months of hire.