Front Office Manager

Castle Hot Springs; Morristown (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Manager to lead the guest experience at a stunning desert resort. This role is pivotal in ensuring smooth operations at the front desk, where you will supervise a dedicated team, manage guest check-ins and check-outs, and maintain high standards of customer service. Your leadership will inspire team members to exceed expectations, creating memorable experiences for guests. If you thrive in a dynamic environment and possess strong interpersonal skills, this is an exciting opportunity to make a significant impact in a beautiful setting.

Qualifications

• 3+ years of hotel/resort front desk experience preferred.
• Strong proficiency in customer service and communication skills.

Responsibilities

• Supervise reception operations and ensure exceptional guest service.
• Support team members and handle guest requests efficiently.

Skills

Customer Service

Interpersonal Skills

Leadership

Communication Skills

Problem Solving

Stress Management

Education

High School Diploma

Hospitality Management Degree

Tools

Opera PMS

Microsoft Office

Job description

Located just north of Lake Pleasant, our 34 room boutique resort offers guests a retreat into a true desert oasis.

Position Summary: The Front Office Manager is a key facilitator of the Resort guest’s experience starting from their arrival onto our property and through to their departure. The focus of the position is to maintain consistent and efficient service for our guests and Front Desk Agents from start to finish and beyond.

Responsibilities include:

1. Perform duties of a Front Desk Agent.
2. Supervise the efficient operations of reception including check in/out procedures.
3. Support team members in handling guest requests and enquiries to ensure a positive outcome is achieved.
4. Ensure that Director of Rooms is kept fully aware of any relevant feedback from Guests and/or other departments.
5. Demonstrate a high level of customer service at all times.
6. Advise team of any special events or VIP Guests in the hotel for events or for general accommodations.
7. Understand thoroughly all hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
8. Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
9. Supervise Front Desk Agents to ensure exceptional service, and that policies and procedures are being followed correctly.
10. Close guest accounts and Open Folios ensuring payment was taken, the guest’s stay was enjoyable, and resolving issues as necessary.
11. Assist other departments wherever necessary and maintain good working relationships with Team Members.
12. Monitor the standards and performance of the Front Office Team with an emphasis on training and teamwork.
13. Ensure the front desk is always stocked with necessary items/equipment ordering inventory when needed.
14. Assist in MOD coverage if needed.

Specific job knowledge, skill, and ability:

• Reading, writing, and oral proficiency in the English language.
• Ability to maintain a pleasant disposition and function efficiently in a high stress/pressure work environment.
• Solid interpersonal skills and a positive attitude are a must.
• High proficiency in computer systems, including but not limited to Opera preferred or other Hotel / Property Management System.
• 3 Years Hotel/resort or customer service front desk experience preferred.
• Ability to stand and/or walk continuously to perform essential job functions.
• Clear, articulate telephone voice and excellent/professional communication skills required.
• Ability to listen effectively, to speak, and write English clearly.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Familiarity with the surrounding area is a plus.
• Must have a clean driving record to meet Resort insurance requirements.
• Must adhere to practices of occupational safety and health including wearing personal protective equipment when required.

Physical Demands:

• Standing, walking.
• Lifting through full range (50+ lbs).
• Work in temperature extremes of heat, cold, inclement weather.

Appearance Requirements:

• Proper professional attire required by following appearance guidelines as set forth in the Employee Handbook.
• Appearance must always be neat, clean, and professional.
• Name badge and proper/uniform must be worn at all times.