What are the responsibilities and job description for the Front Office Manager position at The Ozarker Lodge?
Job Title: Front Office Manager
Location: The Ozarker Lodge, Branson, Missouri
About The Ozarker Lodge: The Ozarker Lodge is a reimagined boutique hotel nestled in the heart of Branson, Missouri, offering a unique blend of modern amenities and authentic Ozarks charm. Known for its exceptional guest experiences, The Ozarker Lodge provides thoughtfully curated programming, such as creek-side firepit evenings, cabana rentals, soaking tub experiences, live music, movie nights, and seasonal holiday events. Learn more at www.theozarkerlodge.com.
Position Overview: The Front Office Manager at The Ozarker Lodge is a hands-on leader responsible for managing all aspects of the front-of-house operations, including supervising Front Office Agents and ensuring exceptional guest service. This role combines operational oversight with active participation in daily front desk tasks, fostering a welcoming and efficient environment for both guests and team members.
Key Responsibilities:
Guest Services Management
- Lead and motivate the Front Office team to deliver warm, personalized, and efficient guest experiences.
- Oversee all front desk operations, including guest check-in/check-out, reservation management, and handling guest inquiries and concerns with professionalism and empathy.
- Ensure consistent delivery of The Ozarker Lodge's service standards and brand promise.
Team Leadership and Development
- Recruit, train, schedule, and develop Front Office Agents to meet performance standards and service excellence.
- Conduct regular performance evaluations and provide ongoing coaching and feedback.
- Foster a positive team culture that reflects the welcoming and adventurous spirit of The Ozarker Lodge.
Operational Oversight
- Manage daily operations of the front desk, including staffing, inventory control, and system management.
- Ensure accurate financial transactions, cash handling, and reconciliation in accordance with hotel policies.
- Maintain a safe, clean, and organized front office area.
Guest Satisfaction and Problem Resolution
- Respond promptly to guest feedback, reviews, and concerns, implementing solutions to enhance satisfaction.
- Collaborate with other departments to ensure seamless service delivery across the property.
Revenue and Inventory Management
- Work with the General Manager to implement room inventory controls and rate strategies to maximize occupancy and revenue.
- Monitor and analyze front office metrics and adjust strategies to meet performance goals.
Additional Responsibilities
- Act as Manager on Duty when required, overseeing hotel operations and resolving issues as they arise.
- Support The Storeroom's transition between morning coffee shop and evening bar service when necessary.
- Ensure compliance with all hotel policies and procedures.
Qualifications:
- High school diploma or equivalent required; college degree in Hospitality Management or related field experience preferred.
- Minimum of 3 years of front desk or hospitality experience, with at least 1 year in a supervisory role.
- Strong leadership, communication, and problem-solving skills.
- Proficiency in hotel management systems and Microsoft Office Suite.
- Barista or bartending experience is a plus but not required.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Personnel Issues:
- Abide by payroll policies, procedures and rules of conduct as stated in the OLS associate manual.
- Demonstrate a working knowledge of all hotel safety and security procedures as required to maintain a secure and safe environment for associates as well as guests.
- Report any unusual occurrences and/or request to the immediate supervisor/MOD.
- Read and abide by all the regulations and rules of conduct stated in the associate handbook.
Physical Requirements:
- Ability to stand for extended periods and move around the property.
- Capable of lifting or moving up to 20 pounds.
Benefits:
- Competitive salary
- Employee discounts
- Paid time off
- Opportunities for professional growth and development
Why Join The Ozarker Lodge? At The Ozarker Lodge, we pride ourselves on fostering a collaborative and innovative environment where team members are empowered to contribute to the property’s success. As part of the Springboard Hospitality portfolio, you’ll join a diverse team of passionate individuals dedicated to transforming the hospitality experience. We offer opportunities for professional growth, a supportive culture, and the chance to be part of a dynamic and growing property.
How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience and vision for the Front Office Manager role at The Ozarker Lodge. Please email your resume to cpatrick@theozarkerlodge.com.
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid jury duty
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- Day shift
- Night shift
Work Location: In person
