Front Desk Manager

Description

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.  

Located in the Smoky Mountains of Western North Carolina, Lake Junaluska is a ministry of The United Methodist Church and plays a vital role by providing a location for training and renewal.  Each year Lake Junaluska will host over 200,000 guests who are engaged in spiritual training, recreation or renewal events and activities.  Our guests include religious, non-profit and secular groups.  We are also a residential and vacation community. 

Essential Functions

• Responsible for all front desk processes pertaining to overnight accommodation at Lake Junaluska owned facilities.

• Serving as a secondary support for the Lake Junaluska reservations team for event registration including events organized by Lake Junaluska, lodging packages and for events/groups that contract Lake Junaluska to provide registration services. 

• Coordinates all front desk/stay related correspondences with guests looking to or staying at Lake Junaluska. At times this will require collaboration with our reservations department via our Reservations/Revenue Manager.

• Helps oversee the flow of information coming to and from the front desk team.

• Monitor hotel activity across all channels to ensure that accurate information is being shared, collected and actioned on to ensure expectations of our guests are met or exceeded. 

• Responsible for monitoring guest satisfaction metrics, and responding appropriately with staff and/or Lake Junaluska guests. 

• Responsible for training front desk staff, and supplemental support staff.  

• Assist Director of Guest Services with interviewing and hiring front desk staff.

• Responsible for development and implementation of front desk policies and procedures.

• Manage phone system for front desk phone calls.  Includes working with information technology staff in programming the system.

• Help avoid, diffuse and resolve guest challenges in a timely manner.

• Help reconcile on-property payments and resolve billing issues pertaining to lodging operations.

• Aide campground operations through property management system and guest service interactions. Provide assistance to all guests and visitors of Lake Junaluska.

• Schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed.

Other Responsibilities

• Comply with all safety policies, practices and procedures and report/rectify any unsafe activities or conditions appropriately.

• Develop, and participate in proactive team efforts to achieve departmental and organizational goals.

• Provide leadership to others through example and sharing of knowledge/skill.

• Perform other duties as assigned.

• Serves as back-up for the Director of Guest Services.

• Manage front desk staff’s timesheets, paid time off, performance, and job changes in Payroll/Staffing System.

• Help communicate departmental needs/supplies to the Director of Guest Services.

• Responsible for the daily audit of all monies received at the front desks and/or Welcome Center, assure accurate guest billing, and submission of daily deposits to accounting.

• Help monitor property’s activity/inventory to ensure smooth lodging operation.

• Strive to constantly enhance operations, whether through Maestro application, on-property procedures, communication, etc. Perform other duties and responsibilities as assigned by the Director of Guest Services and required to lead guests, staff and organization to success.

Qualifications

Knowledge, Skills and Abilities

• A combination of education and experience equivalent to a Bachelor's degree in hospitality management and a minimum of 2–4 years hospitality experience. Previous experience with a resort style operation and flagged property desired.

• Must have the ability to demonstrate strong communication skills, and commitment to providing responsive and conscientious customer service. Desire to provide gracious hospitality required.

• Ability to minimize conflict within the workplace.  Customer service and conflict management experience or training is a must. 

• Must be detail oriented.

• Ability to read and comprehend complex instructions, correspondence, and policies. Ability to communicate detailed instruction/correspondence.

• Math Skills: Ability to quickly add, subtract, multiply and divide in all units.

• Cash Handling Skills: The ability to properly collect, disperse and reconcile cash on a regular basis. All cash handling must be meticulously executed without error.

• Computer Skills: Advanced personal computer skills, including email, routine database activity and word processing.  Ability to learn and teach the use of specific software used for the front desk area.

• Must be flexible and able to adapt to changing needs, multiple task demands, and work structures.

• Ability to read and comprehend complex instructions, correspondence, and policies. Ability to communicate detailed instruction/correspondence.

• Strong computer skills, organizational understanding, and interpersonal skills will be critical for the success of this role.

Performance/Success Factors

• Be punctual to work and related functions; perform well in a team and individual environment; complete work in a timely, accurate, and thorough manner. Ability to remain mindful of assignments and able to prioritize tasks and events efficiently.

• Perform routine duties with minimal supervision; occasional check of work while in progress; work may be reviewed upon completion.

• Aide our mission by leading efforts to support others through friendly comradery, genuine hospitality and sharing of knowledge/skills.

• Strives for excellence in all tasks and duties and fosters an attitude of “exceeding guest expectations”. 

• Guest feedback and reviews should reflect that exceptional hospitality and service is routinely executed by our front desk team. A negative perception of our team/service reflects on the quality of our leadership.

• Ability to receive guidance with respect to general objectives; determine methods, work sequence, scheduling and how to achieve objectives of assignments in the majority of tasks and projects assigned.

• Able to operate within policy guidelines using independent judgment.

Working Conditions

• Well-lighted, heated and/or air-conditioned, indoor setting with adequate ventilation.

• Moderate physical activity performing non-strenuous daily activities of an administrative nature.

• Must have adequate vision to carry out daily activities.

• Physical Demands in the workplace include but are not limited to regularly moving around property, standing (occasionally for prolonged periods of time), kneeling, talking to and hearing staff and customer requests, and the ability to lift or carry or otherwise move and position objects weighing up to 40 pounds.

• Moderate noise environment (examples: business office with computers and printers, light traffic, and crowded room conversations)

• Must be willing to work a flexible schedule to include days, nights, weekends, holidays and overtime as required.

Lake Junaluska Assembly is an Equal Opportunity Employer