Front Desk Manager

6 months ago

Grand Bend, Canada Oakwood Resort Full time

**Position Overview**:
As the Front Desk Manager at Oakwood Resort, you will be responsible for ensuring the smooth and efficient operation of the front desk area. You will oversee a team of front desk agents, providing leadership, guidance, and support to ensure exceptional guest service and satisfaction. Your role will be pivotal in maintaining a positive guest experience from the moment they arrive at the resort until their departure.

**Key Responsibilities**:
**Leadership and Management**:

- Supervise, train, and motivate front desk staff to deliver exceptional customer service.
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
- Develop and implement strategies to optimize front desk operations and improve efficiency.
- Foster a positive and collaborative work environment that promotes teamwork and employee morale.

**Guest Service**:

- Ensure prompt and courteous handling of guest inquiries, requests, and complaints.
- Monitor guest satisfaction levels and implement initiatives to enhance the overall guest experience.
- Resolve escalated guest issues or concerns in a professional and efficient manner.
- Coordinate with other departments to fulfill guest requests and ensure seamless service delivery.

**Administrative Duties**:

- Oversee the check-in and check-out process, ensuring accuracy and compliance with resort policies and procedures.
- Maintain accurate records of guest information, reservations, and room assignments.
- Handle cash transactions, process payments, and reconcile daily financial reports.
- Manage room inventory and availability, coordinating with housekeeping and maintenance teams as needed.

**Training and Development**:

- Conduct regular training sessions for front desk staff on customer service standards, resort policies, and operational procedures.
- Provide ongoing coaching and support to enhance employee performance and productivity.
- Identify training needs and opportunities for professional development within the team.

**Safety and Security**:

- Implement security protocols and procedures to ensure the safety and well-being of guests and staff.
- Respond effectively to emergency situations, following established protocols and guidelines.
- Maintain confidentiality of guest information and adhere to privacy policies and regulations.

**Qualifications**:

- Previous experience in a supervisory or management role within the hospitality industry, preferably in a resort or hotel setting.
- Strong leadership skills with the ability to motivate and inspire a diverse team.
- Excellent interpersonal and communication skills, with a focus on providing exceptional customer service.
- Proficiency in hotel management software and Microsoft Office Suite.
- Detail-oriented with strong organizational and problem-solving abilities.
- Flexibility to work evenings, weekends, and holidays as required.

**Salary**: $55,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Ability to commute/relocate:

- Grand Bend, ON N0M 1T0: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Front Desk: 2 years (required)

Work Location: In person

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