Front Office Manager

**Position**:Front Office Manager

**Reports To**:General Manager
**Schedule**: Full-Time

**Who We Are**:
Highland Pines Campground is one of the finest seasonal and overnight campgrounds in Ontario. Located on the shores of Lake Belwood, outside Fergus, our campgrounds are easily accessible from anywhere in the GTA and we are open May through October. We offer seasonal camping for trailers, overnight camping, and lakeside cabin rentals. While staying at our campground, campers can enjoy our world-class amenities including three swimming pools, splash pads, themed playgrounds, sports facilities, beach front, hiking trails as well as weekly events. Our campground also offers access to protected wetlands and an on-site marina, with rental dock slips, where you can launch your boat onto scenic Lake Belwood.

**Job Summary**

We are seeking an experienced and dynamic Front Office Manager to lead our front desk operations and ensure exceptional guest experiences. This position works closely with the General Manager and is responsible for the Front Office and Night Manager Team. The role is integral to the continued growth and development of Highland Pines Campground and to maximizing operational efficiencies, customer experience, and profitability.

**Competencies**
- Prioritizes Customer Experience
- Clear and concise communication
- Cultural Sensitivity
- Organization
- Strong Analytical Skills
- Problem Solving
- Professionalism
- Teamwork
- Comply with quality assurance expectations and standards

**Summary of Responsibilities**
- Train, develop, and supervise a team of Front Desk Agents and Night Managers (Security)
- Review, comply with, and enforce the company's policies with reporting employees
- Develop a thorough knowledge of Highland Pines policies, emergency and security procedures, site locations; all park related fees and offerings, amenities, events and selling strategies.
- Organize the campground events calendar and develop events strategies and initiatives to run efficient events working within budget. Provide oversight to the campground Events Team and provide support on the day of the event
- Enforce Campground policies with customers and assist with camper discipline and/or eviction if necessary
- Respond to seasonal and transient camper questions regarding park policies, park events and activities inquiries, and general inquiries accurately and in a professional manner.
- Must be available on evenings, weekends and holidays during peak operating season (April-October) to ensure smooth and efficient park operations.
- Must be available to work industry tradeshows during the offseason, may include weekends
- Provide support to the Trailer Sales Department to insure smooth sales process for prospective customers
- Collaborate with other departments to ensure seamless communication and service delivery
- Answering telephone calls and park reservation inquiries in a courteous and professional manner.
- Monitor online booking traffic and provide occupancy reports to the General Manger
- Manage Front Office Store operations including purchasing product, pricing, advertising, and inventory management
- Responsible for cash floats and enforces all cash, check handling, and credit policies.
- Present and explain statements of charges to inquiring campers.
- Provide superior customer experience to guests
- Carry out other tasks and duties as assigned by the General Manager

**Job Requirements and Qualifications**
- College Diploma or University Degree or equivalent related experience in the hospitality industry
- Five (5) years of leadership role with direct public contact in the hospitality industry
- Experience in Property Management Systems
- Experience in managing a cash float
- Experience in Microsoft Office - Word, Excel and PowerPoint
- Ability to work individually as well as part of a team
- Must be a self-motivated and well-organized individual
- Professional appearance and manner

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Holidays
- Monday to Friday
- On call
- Weekends as needed

Ability to commute/relocate:

- Belwood, ON N0B 1J0: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Management: 5 years (preferred)
- Customer service: 5 years (preferred)

Work Location: In person

Expected start date: 2024-12-09