What are the responsibilities and job description for the Front Office Manager position at Castle Hot Springs?
Located just north of Lake Pleasant, our 34 room boutique resort offers guests a retreat into a true desert oasis.
Position Summary: The Front Office Manager is a key facilitator of the Resort guest’s experience starting from their arrival onto our property and through to their departure. The focus of the position is to maintain consistent and efficient service for our guests and Front Desk Agents from start to finish and beyond.
Responsibilities include:
- Perform duties of a Front Desk Agent.
- Supervise the efficient operations of reception including check in/out procedures.
- Support team members in handling guest requests and enquiries to ensure a positive outcome is achieved.
- Ensure that Director of Rooms is kept fully aware of any relevant feedback from Guests and/or other departments.
- Demonstrate a high level of customer service at all times.
- Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
- Understand thoroughly all hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
- Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
- Supervise Front Desk Agents to ensure exceptional service, and that policies and procedures are being followed correctly.
- Close guest accounts and Open Folios ensuring payment was taken, the guest’s stay was enjoyable, and resolving issues as necessary.
- Assist other departments wherever necessary and maintain good working relationships with Team Members
- Monitor the standards and performance of the Front Office Team with an emphasis on training and teamwork.
- Ensure the front desk is always stocked with necessary items/equipment ordering inventory when needed.
- Assist in MOD coverage if needed.
Specific job knowledge, skill, and ability:
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Reading, writing, and oral proficiency in the English language.
- Ability to maintain a pleasant disposition and function efficiently in a high stress/pressure work environment.
- Solid interpersonal skills and a positive attitude are a must.
- High proficiency in computer systems, including but not limited to Opera preferred or other Hotel / Property Management System.
- 3 Years Hotel/resort or customer service front desk experience preferred.
- Ability to stand and/or walk continuously to perform essential job functions.
- Clear, articulate telephone voice and excellent/professional communication skills required
- Ability to listen effectively, to speak, and write English clearly.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Familiarity with the surrounding area is a plus.
- Must have a clean driving record to meet Resort insurance requirements.
- Must adhere to practices of occupational safety and health including wearing personal protective equipment when required
Physical Demands:
- Standing, walking,
- Squatting
- Lifting through full range (50 lbs.)
- Work in temperature extremes of heat, cold, inclement weather
Appearance Requirements:
- Proper professional attire required by following appearance guidelines as set forth in the Employee Handbook.
- Appearance must always be neat, clean, and professional.
- Name badge and proper/uniform must be worn at all times.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Company Paid Life Insurance
- Company Paid Long Term Disability
- Direct Deposit
- Flexible Spending Account
- Employee Shuttle
- 401K with Match