Job Description

Sparkling Hill Resort is searching for a Front Office Manager! The Front Office is the first and last impression for our guests. This individual ensures that each guest is recognized as a top priority and receives the highest quality experience from the start of the booking process until their vehicle is brought up on their departure. At Sparkling Hill Resort our goal is not just to provide service, but to leave guests with a lasting memory and a feeling of enjoyment. The Front Office Manager is an organized individual with impeccable eye for detail and an intuitive understanding of creating memorable moments. Leading by example, this individual works consistently with their team to deliver on the Sparkling Hill Resort experience.

The Front Office Manager will be responsible for the supervision and control of all Front Office areas. This individual is fully responsible for the operations of the department and works to ensure it is functioning seamlessly. The Front Office communicates continuously with all departments and must remain highly organized and proactive to ensure smooth operations and exceptional guest service..

Job Duties

Ensure that guests are always given the utmost attention and priority Maintain an active presence during busy periods such as check-in and checkout Develop and maintain a strong knowledge of Front Office subdepartments such as Reservations, Front Desk and Valet Support in subdepartments during high volume periods by completing check-ins or checkouts, moving vehicles, or taking reservations Regularly spend time with the team to ensure tasks are being properly completed and up to standard Constantly review systems and structures to ensure the department is functioning as they should and make adjustments as necessary Develop and facilitate trainings for the team to ensure effective spread of knowledge Actively monitor communication in all areas, for example phones being answered, emails being promptly acknowledged and replied to Maintain detailed knowledge of guest arrivals, departures, in-house guests to proactively enhance service and prevent issues before they arise Ensure guest complaints are promptly and thoughtfully resolved Ensure that reservations are promptly and accurately booked with all important information Maintain an in-depth knowledge of packages and offerings and upsell to packages whenever possible Stay current on upcoming rates, promotions and communications Ensure clear and consistent communication/collaboration between the Front Office and other departments Ensure that the Front Office is correctly processing guest folios including charge posting, payments, charge transfers, credits, third party billing, charge splits Plan and lead upselling initiatives to increase revenue Develop and maintain team expertise in upselling promotions Track upselling revenue and performance metrics Ensure that credit control procedures are strictly adhered to Work closely with Group Sales & Events to execute flawless group stays Manage Front Office operations to ensure speed, accuracy, and efficiency during all periods of high demand Ensure that all Front Office staff are dressed appropriately at all times Ensure that all Front Office areas are clean and tidy at all times Ensure that incoming and outgoing telephone calls are handled promptly and courteously Ensure maximum security of all items left in safety deposit boxes Carry out systematic checks of all Front Office areas for maintenance requirements, repairs or refurbishing, ensuring that these are completed without delay Hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is completed Other duties as assigned

Requirements

Experience in all aspects of customer service and people management Demonstrated ability to lead and direct a team Strong working knowledge of hospitality industry principles, methods, practices, and techniques Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments Ability to examine and re-engineer Front Office operations, form new policies, and develop and implement new strategies Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required Exceptional conflict resolution and communication skills Able to respond quickly in a dynamic and changing environment Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment. Good training, coaching, and mentoring skills are essential Able to build and maintain lasting relationships with corporate departments, key business partners, and customers Knowledge of cost analysis, fiscal management, and budgeting techniques Able to effectively communicate both verbally and in writing Ability to coordinate and organize meetings, exhibits, and other events Must have a valid work permit

Working Conditions

Open availability is a requirement Fast paced work environment
Qualified applicants may submit their resume to Mr. Bozidar Gujic, General Manager. Only candidates selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

Dental care Disability insurance Discounted or free food Extended health care Flexible schedule Life insurance On-site parking Store discount Vision care
Work Location: In person