Front Office Manager

Milwaukee Succeeds; Lake Geneva (WI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Free meals each shift

Gym membership discount

Room discounts at Marcus Hotels &

Employee parking

401k with employer match

Job summary

Grand Geneva Resort & Spa in Lake Geneva, WI is seeking a Front Office Manager to lead the Guest Services department, overseeing supervisory staff, Night Audit, PBX and related front desk operations. You will ensure exceptional guest service, train associates on HotSos and Opera PMS, manage guest profiles, budgets and forecasting, and coordinate with other departments to deliver seamless experiences.

Hospitality degree preferred and candidates with 1+ year in the field are encouraged to apply;

Qualifications

• Hospitality degree preferred, plus 1 or more years of experience in the related field.
• Able to work independently, has good judgment, problem solving, and decision-making skills.
• Service oriented.
• Good oral and written communication towards guests, supervisors, peers, and/or subordinates.

Responsibilities

• Maintains standards of guest service as established by the Guest Services Director.
• Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS).
• Responsible for the management of our guest's profile information and communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival.
• Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property.
• Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
• Provide budgets/forecasting numbers accurately and on time when requested by upper management.
• Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge at all times of: All hotel features/services, hours of operations, All room types, numbers, layout, decor, appointments and locations, All room rates, special packages and promotions, Daily house count and expected arrivals/departures, Room availability status and rate for any given day, All hotel departmental policies and procedures
• Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms.

Skills

Guest service

Team leadership

OPERA PMS

HotSos System

Education

Hospitality degree

Tools

OPERA PMS

HotSos

Job description

If you're eager to showcase your talents at a prestigious, full-service, AAA Four Diamond resort and make a meaningful impact, an extraordinary career opportunity awaits you. We seek a passionate individual to join our team and help us continue delivering the unparalleled guest experience that sets us apart. As a Front Office Manager at the Grand Geneva Resort & Spa, you'll assist in the oversight of the Guest Services department consisting of supervisory team, Club Vacation Liaison, Guest Service Agents, Night Audit, PBX and Trolley Conductors.

Grand Geneva in Lake Geneva is a 1,300 acre, AAA Four Diamond resort and spa recognized as a Top Resort in the Midwest by Conde Nast Traveler. This award-winning, all-seasons destination features over 746 guest accommodations, the WELL Spa & Salon, two championship golf courses, fitness facilities, a ski hill and terrain park, and 9 unique food and beverage outlets. Our name in the area means home, family and tradition. We have a strong sense of tradition, and we're looking to create a strong, bright future - a future that includes you.

What will you be doing?

• Maintains standards of guest service as established by the Guest Services Director.
• Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS).
• Responsible for the management of our guest's profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival.
• Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property.
• Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
• Provide budgets/forecasting numbers accurately and on time when requested by upper management.
• Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operations
  • All room types, numbers, layout, decor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status and rate for any given day
  • All hotel departmental policies and procedures
• Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms.

What do you bring to the role?

Hospitality Degree preferred, plus 1 or more years of experience in the related field

Able to work independently, has good judgment, problem solving, and decision-making skills

Service oriented

• Organization and time management skills.
• Good oral and written communication towards guests, supervisors, peers, and/or subordinates.
• Able to guide, direct, and motivate subordinates.

Self-motivated and willing to think out of the box.

What's in it for you?

• A free, well-balanced meal every shift
• Discounted gym membership
• Room discounts at Marcus Hotels & Resorts
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa
• Free parking
• "Two for one" movie theater coupons at Marcus Theatres
• Ability to grow your career and transfer from one property to another
• Early wage access
• Paid time off
• Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match
• And more!

About Us:

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are "People Pleasing People" who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

The Grand Geneva Resort & Spa is an equal opportunity employer.