Front Office Manager

Description

Lake Lawn Resort team members have always been the true heart and soul of our story. Since 1878, we’ve helped create life-long memories that span generations. We take pride in making every lakeside experience memorable for our guests through amazing team members like you. We are deeply committed to our core values which influence all our interactions, with our guests, clients, team, and our community. We create engaging and impactful environments that connect people and allow our talented and passionate team members to thrive. Please join us on our lakeside journey as part of our dynamic team at Lake Lawn Resort.

To oversee the day to day operations for the Front Office operations.

• Responsible for the daily operations of the Front Office area.
• Achieves appropriate staffing within the department utilizing proper interviewing and hiring procedures.
• Training and supervising the Front Office staff in an on-going training program.
• Schedule staff consistent with volume of business and guest needs and within budgetary guidelines.
• Conducts pre-shift and staff meetings.
• Ensure that all front office procedures are being performed in an accurate and timely manner and to establish additional controls as needed.
• Complete departure report and follows up with Housekeeping department on last checkouts, and stay over’s.
• Review discrepancy report from Housekeeping; resolves discrepancies.
• Assist the guests with pertinent information concerning the resort’s accommodations, services and features, handles special requests, and resolves complaints.
• Runs daily system reports; i.e., arrivals, departures, occupancy, house counts, etc., and distributes according to established guidelines.
• Performs shift closing procedures and reviews all work performed during the shift.
• Interfaces with Audit shift and housekeeping to ensure a continuous and smooth running operation.
• Ensures that all problems, complaints, and special instructions are logged in the Front Office.
• Sells the resort in the most efficient way, maximizing occupancy and average rate in order to surpass budgeted objectives.
• Supervises the assignment of rooms; pre-blocks and assigns all V.I.P. and special room requests on a daily basis.
• Performs special projects and assignments in relationship to the Front Office needs.
• Performs the duties of Manager on Duty (MOD) as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• High school diploma or equivalent
• College degree or equivalent
• Extensive knowledge of resort property management systems, such as Agilysys
• Minimum two years of experience as an Assistant Front Office Manager with training in reservations
• Proficiency in Springer Miller, Microsoft Word and Excel
• Valid Drivers License

While performing the duties of this job, the employee is regularly required to sit and/or stand; use hands to finger, hands to feel; and reach with hands and arms. The employee frequently is required to walk; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

The position is indoors; and is exposed to hot, humid and/or cold conditions at times. The noise level in the work environment is usually moderate. The staff member will work in a high traffic/high volume business environment and will be required to spend a majority of their time at their desk and/or on the their feet.