AM Front Desk/Reservations Manager

Mt. Olympus Resort & Theme Park; Wisconsin Dells (WI); Presencial; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-Demand Pay

Waterpark & Theme Park Passes

Flexible schedules

Employee discounts

Company outings

Employee Referral Program

Benefits: Health, Dental, FSA, 401K

Descripción de la vacante

Mt. Olympus Resort & Theme Park in Wisconsin Dells is seeking an AM Front Desk Manager to lead front desk and reservations, ensure room availability, respond to guest requests, and monitor reservation systems for accuracy.

You will supervise scheduling, train staff, handle escalated complaints, coordinate with housekeeping and maintenance, and uphold service standards while supporting on-demand pay and benefits.

Formación

• Previous supervisory or management experience.
• Experience in Front Desk, Reservations, or Contact Center.
• Strong verbal and written communication skills.

Responsabilidades

• Serve as the primary resource for Front Desk and Reservation Agents needing guidance to achieve guest satisfaction.
• Ensure Front Desk and Reservation staff are informed about room availability and reservation status.
• Respond to guest reservation requests promptly with courteous, accurate service.
• Oversee reservation systems to ensure accurate handling of calls.
• Maintain departmental QA standards including rates, deposits, and reservation letters.
• Manage staff scheduling for coverage and efficiency.
• Train, coach, and mentor staff to improve performance and service standards.
• Handle escalated guest complaints professionally and timely.
• Monitor daily staff performance for productivity and attendance.
• Coordinate with Housekeeping, Maintenance, and Reservations for smooth operations.
• Support team in maintaining high standards of service and efficiency.
• Perform other duties as assigned.

Conocimientos

Supervisory experience

Front Desk / Reservations leadership

Customer service excellence

Verbal and written communication

Microsoft Office & Google Docs

Multitasking / time management

Training and coaching

Problem solving

Punctuality & reliability

Teamwork

Herramientas

Microsoft Office

Google Docs

Descripción del empleo

AM Front Desk Manager

• Serve as the primary resource for Front Desk and Reservation Agents who need technical assistance or guidance in achieving excellent guest satisfaction.
• Ensure Front Desk and Reservation staff are consistently informed about room availability, occupancy, and reservation status.
• Respond to guest reservation requests promptly and provide courteous, accurate, and professional service at all times.
• Oversee reservation department systems to ensure accurate handling, tracking, and monitoring of incoming phone calls.
• Maintain the department's approved quality assurance standards, including rates, deposits, property descriptions, activity tables, and reservation letters.
• Manage staff scheduling to ensure adequate coverage and efficient daily operations.
• Train, coach, and mentor Front Desk and Reservation staff to improve performance, reinforce service standards, and support professional development.
• Handle escalated guest complaints and concerns professionally, working toward timely and satisfactory resolutions.
• Monitor daily staff performance to ensure productivity, accuracy, attendance, and compliance with departmental standards.
• Coordinate with other departments, including Housekeeping, Maintenance, and Reservations, to ensure smooth operations and a positive guest experience.
• Support the team in maintaining high standards of customer service, professionalism, and operational efficiency.
• Perform other duties as assigned.

Schedule

• First Shift: 7:00 AM–3:00 PM
• Must be available to work weekends and holidays.

Requirements and Qualifications

• Previous supervisory or management experience.
• Previous Front Desk, Reservations, or Contact Center experience.
• Professional attitude and appearance at all times.
• Ability to work effectively in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to handle guest complaints and resolve concerns professionally.
• Familiarity with Microsoft Office and Google Docs.
• Strong multitasking, organizational, and time-management skills.
• Ability to train, coach, motivate, and lead a team.
• Strong problem-solving and decision-making skills.
• Dependable, punctual, and able to maintain reliable attendance.
• Strong teamwork skills and a commitment to providing exceptional guest service.
• Reliable transportation and availability to work weekends and holidays.

What We Offer:

• On Demand Pay- Get Paid the Same Day you Work!
• Fun and Exciting Work Environment!
• FREE Waterpark Park & Theme Park Passes (based on resort occupancy)
• Flexible Schedules!
• Employee discounts on hotel rooms, retail and food
• Company-wide outings
• Employee Referral Program
• Full Time Employees are Eligible for Benefits:
• Health Insurance, Dental Insurance, FSA Health & FSA Dependent Care after 60 Days of Employment
• 401K and Paid Time Off after 1 Year of Employment

For more information about our property, visit our website: https://www.mtolympuspark.com/