What are the responsibilities and job description for the Front Desk Operations Manager position at Sunriver Resort?
Overview
Join the team at Sunriver Resort and lead our front desk operations with a focus on exceptional guest service, efficiency, and team development. If you thrive in a dynamic hospitality environment and are passionate about leadership, we’d love to hear from you! The Front Desk Manager provides leadership and direction to the Bell Team, ensuring exceptional guest service and adherence to AAA Four Diamond standards. They motivate, train, and support staff to deliver a seamless guest experience and serve as the Guest Relations Manager in their absence.
The front desk manager will always conduct themselves in manner which supports the Core Values of Sunriver Resort:Trust, Open & Honest Communication, and Commitment. The front desk Manager shall strive to always provide exceptional service to both internal and external guests. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!
Benefits:
- Up to 28 Days of Paid Time Off
- Medical and Health Insurance
- Free Gym Membership
- Free Golf
- Complimentary and Discounted Stays
- 401k Matching
- Employee Assistance Program
- And More!
Responsibilities
- Provides direct guidance and leadership to Bell Team
- Works with Front Desk to assist guests as needed
- Guest Check-in/out, and all essential functions pertaining to the Front Desk
- Coordinates Front Desk activities and schedules
- Provides transportation confirmation to guests and/or associates as needed
- Designs and implements training programs for Bell Team
- Works with HR to recruit and hire staff
- Completes all new hire and termination paperwork
- Manages cost control while ensuring profitability
- Recommends discipline and/or termination when appropriate
- Assists the Director of Vacation Rentals with preparing and monitoring budget of expenditures and projected incomes
- Maintains a strong knowledge of hospitality trends and issues
- Maintains a strong knowledge of safety issues
- Ensures timeliness of all maintenance issues
- Ensures high standards of cleanliness within front and back offices
- Provides prompt follow-up to all guest concerns and works with the Guest Relations Manager to ensure complete resolution of issues
- Instills a calm, organized approach in all stressful situations
- Attends appropriate resort, division and department meetings
- Ensures guest service standards are being applied by all Front Desk staff
- Maintains a strong morale and spirit throughout team
- Responsible for the achievement of department goals and objectives
- Conducts staff meetings as needed
- Up sells other resort services and amenities to guests
- Reviews guests feedback through Unifocus and communicates information to staff to ensure continual guest satisfaction
- Coaches and counsels team as necessary
- Utilizes labor management tools to schedule and control labor costs
- Maintains an up to date working knowledge of all resort amenities as well as any special events
- Provides general resort information to guests
- Interacts with resort staff in a professional manner, assisting other departments with necessary information
- Always maintains a professional demeanor and attitude
- Communicates all pertinent information to the Lodge Resident Manager
- Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
- Trained in all guest services leadership responsibilities and provide assistance as needed.
Qualifications
- High school diploma or equivalent
- Two or four year degree in area of choice preferred
- Prior hospitality experience required
- At least 2 years customer service experience required
- At least one year supervisory experience preferred
- Prior Front Desk Supervisor Experience required
- Must have valid Oregon Drivers License and meet resort driving standards
- Must be able to drive guests safely in extreme weather conditions (rain, snow, sleet & ice)
- Must be able to work well under pressure
- Must have excellent phone etiquette
- Must have strong leadership skills
- Must be a positive example for team
- Must have strong computer skills
- Must have strong working knowledge of Microsoft Office programs
- Ability to work a flexible schedule that may include evenings, weekends and holidays
- Must have the ability to deal effectively and interact well with the guests and associates
- Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
- Must have a passion for creating an exceptional experience for all guests
