Front Desk & Reservations Lead | Flexible Schedule

Mt. Olympus Water & Theme Park Resort; Wisconsin Dells (WI); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

On Demand Pay

Free Waterpark Passes

Flexible Schedules

Employee Discounts

Company Outings

Employee Referral Program

Health Insurance

401K after 1 year

Job summary

Mt. Olympus Water & Theme Park Resort in Wisconsin Dells seeks an AM Front Desk Manager to lead the front desk and reservation teams, ensuring smooth guest check-in/out and superior service.

The role focuses on staff guidance, system accuracy, and proactive guest communication to maintain high occupancy and guest satisfaction. The position involves supervising a fast-paced front office, coordinating with housekeeping and maintenance, and delivering professional, courteous service while managing

Qualifications

• Previous supervisory or management experience.
• 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.

Responsibilities

• 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.

Skills

Supervisory experience

Front Desk/Reservations

Customer service

Communication skills

Multitasking

Team leadership

Tools

Microsoft Office

Google Docs

Reservation systems

Job description

Mt. Olympus Water & Theme Park Resort in Wisconsin Dells seeks an AM Front Desk Manager to lead the front desk and reservation teams, ensuring smooth guest check-in/out and superior service.

The role focuses on staff guidance, system accuracy, and proactive guest communication to maintain high occupancy and guest satisfaction. The position involves supervising a fast-paced front office, coordinating with housekeeping and maintenance, and delivering professional, courteous service while managing