Resort Hotel Front Office Manager

About us

VILLA ROMA RESORT AND CONFERENCE CENTER

In the Catskill Mountains

Experience a hotel stay like no other at Villa Roma Resort & Conference Center located in the Catskill Mountains. Whether you’re planning your family vacation, a family reunion, youth outing, wedding, bus tour, conference, corporate event, meeting, religious retreat, golf outing, day trip, or a ski trip, our accommodating staff will make your stay a memorable one.

https://villaroma.com/

Open Position

Front Office Manager

Year-Round Resort with indoor and outdoor activities

Flexibility is required as working hours may vary and include weekends & holidays

The Front Office Manager leads all front-of-house operations, ensuring exceptional guest experiences while maintaining operational excellence; Manages all Front Desk Agents, Bell Staff, Concierge Services, Reservations, Guest Relations and Shuttle Drivers. This hands-on leadership role combines strategic oversite with direct guest service responsibilities, requiring both management expertise and practical hospitality skills.

Responsibilities and requirements include, but are not limited to, the following:

• Bachelor's degree in Hospitality Management or related field
• Minimum 5 years of hospitality experience with 3 years in management
• Proven leadership and team development capabilities
• Strong financial acumen and budget management experience
• Excellent problem-solving and decision-making abilities
• Advanced knowledge of property management systems, including SMS Host and Oracle Opera Cloud
• Outstanding written and verbal communication skills
• Ability to multitask as a team focused, working leader in a fast-paced, information rich environment
• Knowledge, understanding and ability to perform all Front Desk processes
• Responsible for up-to-date knowledge of general resort resources, facilities and rate information
• Oversee the daily operations of the Front Office, including department staff scheduling, training programs and quality assurance.
• Lead department staff; monitor, educate and guide with constructive feedback, etc. to ensure smooth and efficient functioning of the department
• Excellent communication and interpersonal skills - Customer Service focused with the ability to be personable, professional and positive with both guests and staff
• Maintain a clean and organized Front Office area.
• Coordinate with Resort Management and other Departments as needed
• Manage department budgets and financial performance
• Ensure compliance with all resort policies
• Ensure compliance with safety and security protocols
• Must work well under pressure and maintain professionalism and customer service focus during high volume scenarios
• Prompt, accurate responses to any guest questions, concerns, etc.
• Resolve guest complaints or issues in a timely and satisfactory manner

Working Conditions

• Professional resort environment requiring business attire
• Extended hours including evenings, weekends, and holidays
• Regular walking and standing throughout the property
• High-pressure, fast-paced environment
• On-call availability for emergency situations

Physical Requirements

• Ability to stand and walk for extended periods
• Computer operation and desk work
• Light lifting up to 25 pounds
• Clear speaking voice for guest and team communication

Note: This job description is intended to provide a general overview of the position. Duties, responsibilities, and requirements may be subject to change based on organizational needs.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evenings as needed
• Every weekend
• Holidays
• Monday to Friday
• Morning shift
• Nights as needed
• Weekends as needed

Experience:

• Hospitality: 5 years (Required)
• Management: 3 years (Required)

Work Location: In person

Salary : $55,000 - $65,000