Front Desk Manager

FRONT DESK MANAGER

A great opportunity awaits for an inspiring team leader to grow

Join a team of passionate and genuine hospitality individuals that create a welcoming environment for all guests alike. Offering a culture that focuses on you and creating personalized connections and kind service.

The Pinestone Resort and Conference Centre Overlooks 160 acres of lush "Cottage Country" landscape in the scenic Haliburton Highlands of Ontario. The area's only full-service hotel with a golf course and restaurant, just two and a half hours from Toronto. Staff and Guests can enjoy an abundance of outdoor activities ranging from hiking, biking, downhill skiing at nearby Sir Sam's, cross-country skiing, snowmobiling and snowshoeing

Job Description:

Oversee the operation of the Front Desk Team and while working in partnership with all other departments across the resort. Leading by example to assist the team and create memorable experiences for resort guests. Reporting directly to the General Manager, the Front Desk Manager will be responsible for bringing passion to every guest experience, while promoting the goals, strategies and values that enliven the resort's operations.

Duties and Responsibilities:

Essential job functions include but are not limited to:

• Oversee all operations of the Front Desk department.
• Provide outstanding guest service and delivery.
• Be exceptionally knowledgeable about the resort's facilities and services.
• Hire, train, develop and coach a knowledgeable and professional Guest Services Team.
• Work closely with the Housekeeping and Maintenance Manager to ensure exceptional guest arrival experience throughout the resort.
• Follow up and provide a solutions to guest concerns as needed.
• Manage all reservations, cancellations and rates while maximizing revenues and occupancy.
• Ensure proper credit control and handling of financial transactions by the guest services team, cash float management.
• Carefully schedule staffing based on business demands and seasonal trends
• Approve staffing hours for payroll and submit hours on a biweekly basis.
• Conduct regular team meetings and evaluations.
• Oversee regular front desk and gift shop inventories and make approved purchases.
• Be efficient, effective and responsive with inquiries and requests using excellent communication.
• Ensure Maintenance requests are logged appropriately to ensure high level response time and service.
• Attend and contribute to scheduled Leadership Team meetings.
• Plan, implement and communicate departmental procedures and policies.
• Know responsibilities of Fire Safety Plan, All Health & Safety and oversee training of team members.
• Act as a Manager on Duty and assist in other departments when required.
• Other duties as assigned.

Other areas of responsibilities:

• Build rate codes and rate packages within PMS system as required
• Monitor and manage relationships with all Online booking systems to ensure accuracy of reservations, inventories, pricing and promotions
• Work with Sales and Accounting to ensure proper and timely billing of individual guest folios/ groups/ weddings/ special events.
• Participate in Sales and Rate Strategy meetings to ensure resort profitability and strategy
• Advocated for other leaders that seek out and secure competent, enthusiastic employees
• Monitor online comments and reply accordingly
• Creatively contribute to the vision of the resort's team
• Monitor and co-ordinate use of pool- guest use, parties etc.
• Assist to facilitate recreational activities of the resort when required such as boat equipment, life jackets, towels for pool etc.

In order to be considered for this role you must have:

• A minimum of a High School Diploma or equivalent.
• The ability to work all days of the week and schedules that consist of days, evenings and rarely overnight shifts.
• A high level of patience and the ability to work with discretion.
• The ability to multitask and prioritize workflow while maintaining organization.
• Exceptional communication skills in English including, reading, writing and speaking
• The ability to work standing, sitting and walking for extended periods or an entire shift.
• Ability to commute/relocate: Haliburton County, ON - reliably commute or plan to relocate before starting work is required

The following are considered assets:

• Previous experience with Microsoft Office.
• Previous experience in hotel Front Desk, Front Office or Guest Services
• Previous experience with hotel property management systems
• Knowledge of Haliburton County including restaurants, attractions and events
• Proven to be able to work well under pressure in a fast-paced environment

Job Type: Full-time

Pay: $45,000.00-$50,000.00 per year

Work Location: In person