Front Desk Manager - Stehekin

Guest Services; Washington (District of Columbia); On-site; USD 33,000 - 36,000; Full time

Job summary

Guest Services is seeking a Front Desk Manager to oversee the front desk, housekeeping and retail operations, ensuring exceptional guest service. Responsibilities include check-in/out, reservations, staff supervision, cash handling, and coordinating daily operations to meet budget and quality standards.

The role requires leadership, strong interpersonal skills, and proficiency with MS Outlook, Word, and Excel. On-site position with emphasis on guest satisfaction and safety.

Qualifications

• High School Diploma. Bachelor's Degree or related customer service experience preferred.
• Clerical skills including typing, filing, office machine operations, cash register operation, maintenance of records, and the ability to undertake multiple tasks simultaneously.
• Computer proficiency with the ability to utilize MS Outlook, Word, and Excel.
• Demonstrated talent for interacting with a wide variety of people; ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.
• Ability to arrange and coordinate schedules for reservations.
• Excellent interpersonal, administrative, telephone and other communications skills.

Responsibilities

• Oversee front desk, housekeeping, and retail operations to ensure guest satisfaction.
• Coordinate reservations, check-ins/outs, and guest orientation to local area.
• Forecast sales, labor, and profitability; monitor budget compliance.
• Recruit, supervise, train, schedule, and evaluate front desk staff.
• Maintain cash handling, POS accuracy, and safe facility environment.

Skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Time management

Leadership

Organizational skills

POS systems

Reservations coordination

Education

High School Diploma

Bachelor's degree or related customer service experience preferred

Tools

MS Outlook

MS Word

MS Excel

Reservations system

Job description

Compensation Amount: 25.00 USD Hourly

Job Summary: The Front Desk Manager oversees the front desk. housekeeping and retail operations, including checking guests in and out, reservations, retail cashiers and monitoring of the retail store, while ensuring overall excellent guest service.

ESSENTIAL FUNCTIONS

• Receive direction from the Unit Manager and assist in the overall management of the unit's operations.
• Assist in planning and developing daily operations for Front Desk, housekeeping, and retail operations;
• forecasting and analyzing sales and revenue, labor, and profit;
• ensuring compliance with established budget;
• and scheduling, supervising, and participating in the operational duties specific to the unit.
• Assist in recruiting, supervising, training, scheduling, disciplining, reviewing, and directing the front desk staff.
• Respond to guest inquiries and resolve customer complaints.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Maintain and ensure safe facility environment including standards for maintenance and upkeep of unit's equipment, housekeeping, sanitation, dress, cash control, and employee hygiene.
• Notify Unit Manager of all unusual events, circumstances, or other safety or quality control issues.
• Represent the company in a professional and positive manner at all times.
• Maintain and enhance the company's image when interacting with clients, guests, associates, and vendors.
• Perform unit opening and or closing procedures.
• Maintain awareness of safety issues, and report them immediately to your manager.

RETAIL

• Manage and successfully maintain a smooth, efficient, effective, and profitable store.
• Assist in recruiting and developing your team along with creating weekly work schedules, assigning daily tasks, and maintaining accountability at all levels.
• Ensure that staff understand and can execute successfully all facets of their jobs including but not limited to cash handling, re-stocking, merchandising and customer service.
• Cultivate a collaborative and productive team environment.
• Ensure compliance with existing health and safety regulations.
• Coordinate, analyze, observe, meet deadlines, and make decisions that reflect GSI company strategies.
• Oversee daily restocking of the sales floor while maintaining a clean, safe, and intriguing merchandise strategy.
• Ensure that all shipments and orders are processed correctly, communicated to all involved parties, and are completed in a timely manner.
• Manage all controllable costs to keep operations profitable.
• Communicate daily with management about store operations, staff and guest interactions.

FRONT DESK

After training, must display a working knowledge of policies and emergency procedures so that employee and guest safety will be insured.

• Utilizes the radio/paging communication system used throughout the facility.
• Assists in coordinating registration functions for all guests.
• Daily front desk checklist tasks that include:
  • a) Check in and check out functions
  • b) Guest orientation of the local area and local hiking trails
  • c) Proper telephone service technique
  • d) Informing guests of transportation availability
  • e) Full understanding and utilization of the property management system
  • f) Assisting all guests in any way possible
  • g) Maintaining a limited supply of sundries
  • h) Assisting guest with any of their meeting room needs
  • i) Forwarding guest suggestion or concerns to the proper Manager.
• Performs any and all other duties assigned by management.
• Operating a computer, fax machine, and copy machine.

SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE

High School Diploma. Bachelor's Degree or related customer service experience preferred.

Clerical skills including typing, filing, office machine operations, cash register operation, maintenance of records, and the ability to undertake multiple tasks simultaneously.

Computer proficiency with the ability to utilize MS Outlook, Word, and Excel.

Demonstrated talent for interacting with a wide variety of people; ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.

Ability to arrange and coordinate schedules for reservations.

Excellent interpersonal, administrative, telephone and other communications skills.

• Calm, effective, and strategic leadership style.
• Strong Interpersonal, analytical and communication skills
• Problem Solving Skills, positive attitude, and creative thinker.
• Strong Organizational and time management skills
• Proficient in POS systems. Excel, Word, and Outlook proficiency are a must.
• Strong Experience in Merchandising in retail environment.

PHYSICAL AND MENTAL REQUIREMENTS

Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the unit. Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment.

Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. frequently, and up to 50 lbs. occasionally.

Ability to stand for the entire work day and to climb steps regularly.

Reading and writing work-related documents in English.

Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.

Constantly communicates and receives verbal communication with other employees in a fast-paced environment.

Physical presence at the job site is essential to perform job duties.

EQUIPMENT USED

• Typical office equipment (computers, phone system, fax, copiers, scanners, among others).
• Reservations system.
• POS system.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.