Front Office & Reservations Manager
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Job Location:
Lake Geneva, WI - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Front Office & Reservations ManagerJoin the fun fast-paced hospitality team at Destination Geneva National as a Call Center/Front (CCFD) Desk Manager often the first point of contact with hotel dining and golf guests visiting our Lake Geneva Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse which overlooks three championship golf courses and the serene Lake CCFD Manager will work with the Director of Rooms to hire and train CCFD associates and monitor their progress as well as help oversee Night Audit Security Bellhop and Shuttle staff. This role also is responsible for reviewing upcoming reservations noting special occasions or preferences and coordinating with Housekeeping F&B and Golf departments to ensure personalized touches are ready before guest Responsibilities:Oversee Room Reservations holding all staff members accountable to policies and a high level of guest service through hiring training and developing an empowered team that can anticipate and react to guest new staff on PMS systems (e.g. Versa Kipsu Open Table) opening & closing procedures and guest service Reservations staff with guest concerns/complaints and handle guest concerns in accordance with companys best train schedule & oversee Night Audit Security Bellhop and Shuttle staff who integral to CCFD operations. Understand Housekeeping demands working together as one customer service team. Communicate workflow priorities and needs daily to the Revenue operation issues and suggest possible improvements to better the guest reservation the fiscal goals of the Call Center team are met by minimizing rate discrepancies and maximizing room revenue through room upgrades and other proper coverage levels and scheduling in the Call Center that will create an equilibrium balance between labor expense and phone coverage/hold OTAs and online bookings ensuring all reservations are properly entered into the Property Management oversee Stay and Play bookings. Work with the Golf and Food & Beverage teams to ensure all guests are given the best possible experience. Ensure all guests are being treated in an efficient and courteous all reservations quality standards are complied with and that policies and procedures are consistently Hotel Room walks to ensure guest rooms do not have maintenance needs and are presented in a manner that meets/exceeds company standards. Maintain cleanliness and order of the office file cabinets Front Desk and outside areas of the Clubhouse. Prepare reports and analyze data to assist in determining call center goals. These reports will include but are not limited to revenue/occupancy reporting housekeeping and maintenance reports. Supportive Functions:Assist in the daily maintenance of room inventory to achieve optimal levels or revenue while maintaining high levels of guest other projects as requested while maintaining normal job reports and analyzing data to assist management with meeting preparation and goal necessary weekly monthly and quarterly meetings. Working with other departments within the resort which could include assisting in Housekeeping F&B Golf or Banquets. Education/Experience:High School or equivalent education required. Bachelors degree in hospitality to four years experience in hospitality Front Office/Reservations. At least two years supervisory experience is preferred.
Required Experience:
Manager
Key Skills
About Company
Lake Geneva's premier vacation destination with 54 holes of golf, lodging, award-winning dining, and event spaces with lake views.
