Overnight Front Desk Manager
5 months ago
**Position Summary**
**Horseshoe Resort - Overnight Front Desk Manager**
**This is an overnight position with standard hours from 11pm - 7am**
The Overnight Manager is responsible for the smooth overnight operations of Horseshoe Resort, ensuring the highest level of guest satisfaction. This includes serving as an information and referral source, handling emergency situations, and enforcing Resort Policies. The Overnight Manager will be responsible for maximizing our occupancy and revenue potential. Reporting to the Director, Rooms Division, the Overnight Manager is a key resource to the resort operation and an active member of the leadership team.
**Duties and Responsibilities**
- Performs the resort’s overnight procedures and operations
- Provides exceptional and professional service to our guests and team members
- Ensures the well-being of our guests and team members by being alert to and reporting potential hazards
- Respond to Emergency situations as required following established procedures.
- Excellent guest service specifically in arrival experience, guest’s services and departure experience. Ensures that guest and associate concerns are resolved in a professional and timely manner.
- Completes all the required end of day processing and reporting from the previous days operations
- Works closely with the Accounting team to ensure all end of day processing and reporting is completed and accurate.
- Responsible Cash and Float handling
- Responds and follows up to inquiries relating to guest comments and concerns.
- Monitors lobby area and all public spaces for cleanliness, maintenance and safety.
- Responsible for the Health & Safety of all departments and guests for the overnight shift.
- Acts on behalf of the Executive Office with the authority to ensure company and Resort standards and procedures are being maintained.
- Ensures the daily audit is balanced and any discrepancies are brought to the Accounting Team’s immediate attention.
- Complete daily backup of the Property Management System.
- Champions and coordinates the blocking and room assignment of all incoming guest reservations.
- Performs switchboard duties, including using multi-line phone systems and radios.
- Training, development of team members, ensuring team members are equipped to provide excellent guest service.
- Coordinates the scheduling and labour controls to effectively meet budgeted labour percentages.
**Skills, Abilities & Attributes**
- Guest oriented with a sincere, helpful, caring and friendly personality
- Able to work well with others
- Able to take initiative within given guidelines
- Pays precise attention to detail, order and cleanliness
- Has exceptional energy, flexibility and professionalism
- Enjoys offering exceptional service and meeting the needs of others
- Has effective communication skills (verbal, listening, writing)
- Able to adapt in a fast pace, constant changing environment within a dynamic work schedule
- Working knowledge of Property Manager and Micros/ DELPHI or related reservations software systems.
- Comfortable and enjoys managing diverse tasks at the same time
- Proven ability to organize tasks and priorities effectively with accurate sense of detail.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Work well in stressful, high volume work settings to meet the deadline demands.
- Must be able to work with and understand financial information and data
**Education & Experience**
- 2-3 years of Supervisory experience required
- Previous night audit experience is an asset
- Post secondary education in Hospitality/Tourism is an asset
- Must be eligible to work in Canada
- Horseshoe Resort does not offer staff housing presently for it's employees
**Benefits**:
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Life insurance
- On-site gym
- Paid time off
Schedule:
- Night shift
Work Location: In person
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