Front Desk Manager

Company Overview

At CoralTree, we serve from the heart – always and in all ways. We aim to make a meaningful difference in every interaction, believing that genuine connection is what people value most. Our commitment is to infuse humanity into everything we do, driving creativity and innovation that creates real value. Our team members are the soul of our company, embodying our core values.

Performance | Integrity | Relationships | Empowerment | Innovation | Balanced Life

Together, we reimagine the guest experience, drive creativity, and create signature moments that leave a lasting impact. Join us in making a difference!

Job Summary

The Landmark is seeking a Front Desk Manager who will manage the day-to-day operations of the hotel.

Essential Duties & Responsibilities

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Oversee front desk financial operations and ensure front desk compliance with accounting controls and procedures.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Monitor occupancy of guest room to ensure most efficient use and minimize overbooking.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Make changes to schedule if needed based on demand. Must be able to fill in when needed. Must have a flexible work schedule.
• Perform other duties as requested by management.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an open-door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Ensure appropriate new hire training to successfully onboard new employees
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Qualifications

• Prior experience in guest service, specifically the hotel industry.
• Management experience
• The desire and ability to learn new things
• A positive attitude

Wage

The starting base salary for this position is $65,000. Actual pay will be commensurate with experience.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

This is a full-time year-round leadership position eligible for all employment benefits including:

• Health insurance – two plans available including a Health Savings Account eligible plan.
• Dental, vision, life and disability insurance.
• Retirement savings plan with a company match.
• Employee Assistance Program.
• Room discounts for all team members, as well as for their friends and family immediately upon hire.
• Full-time employees are entitled to 5 complimentary nights per year.
• Paid time off and paid sick leave.
• Free on-site parking
• Ski pass wellness reimbursement.

This job posting will close on 12/30/2024 or until the position has been filled

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Schedule:

• 10 hour shift
• 8 hour shift
• Weekends as needed

Work Location: In person

Salary : $65,000 - $70,000