Front Desk Manager

The Front Desk Manager at Lake Hope Lodge is responsible for overseeing the daily operations of the front desk and retail area ensuring exceptional customer service to all guests and maintaining a smooth and efficient check-in and check-out process. This is a full-time individual contributor role with a competitive salary.

This location is re-opening soon and operates 67 cabins along with a Dining Lodge that operates for breakfast lunch & dinner.

This position will work desk shifts a minimum of 30 hours per week and covers shifts between AM PM and Overnight.

Benefits:

• Salary range of $40000 - $45000 depending on experience
• Full benefit package available after 60 days
• PTO after 1 year
• 401(k) Retirement Savings Plan
• Life Insurance
• Disability Insurance
• Food Retail Hotel Room Discounts at all Regency properties
• Ongoing Training and Career Development

Responsibilities:

• Interview select supervise and evaluate job performance of all Guest Service Attendants
• Supervise and motivate staff to ensure that proper guest service is the number one priority
• Coordinate the training of new employees and the on-going training of Guest Service Attendants
• Prepare weekly schedule staying within company established budget
• Work desk shifts when business levels require and cover shifts when there is a schedule conflict
• Ensure that employee performance is evaluated in a timely manner using the company provided forms
• Ensure that all Front Desk Procedures are completed daily (i.e. bucket checks call backs signature procedures etc.)
• Achieve high level scores from guest comments and Star Shopper reports
• Answer switchboard calls in a professional and friendly manner.
• Operate the front desk system to make reservations.
• Check guests in and out using the established company standards.
• Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
• Maintain key control
• Find and implement professional resolutions to problems and complaints as they occur
• Communicate with the GM on a daily basis regarding operational developments of concern
• Pre-block rooms and cabins
• Interface with the sales team to coordinate group room details.
• Approve all weekly time sheets /payroll purchase orders and invoices. Update time & attendance point sheets as needed.
• Participate in property meetings and employee functions as required.

Qualifications:

• Possess basic education at High-School level or equivalent
• One (1) to three (3) years experience as a Hotel Guest Service Attendant or Hotel Front Desk Agent
• One (1) year of supervisory or management experience preferably with a Hotel Front Desk
• Must be well organized detail orientated handle multiple events have exceptional telephone etiquette and have outstanding customer service skills
• Must have a professional courteous and friendly manner
• Exhibits excellent listening and negotiation skills and the ability to ask open ended questions
• Must be able to stand for up to four (4) hours at a time
• Must have the ability to work under pressure
• Experience withStay N Touch or other similar front desk/reservation system required
• Experience with revenue management rooms management and assignment of rooms
• Must have proven communication skills both written and oral
• Competence in Microsoft Office applications (Word Excel PowerPoint and Outlook) required
• Must remain flexible with schedule to accommodate business needs including evenings weekends & holidays
• Must be able to perform tasks in a safe manner and adhere to company policies and procedures

About the Company

Lake Hope Dining Lodge & Cabins is a premier dining destination located in McArthur OH known for its scenic views and warm hospitality. We pride ourselves on providing guests with delicious food made from fresh ingredients in a welcoming and comfortable atmosphere. Join our team and be part of a community that values quality service and the natural beauty of Lake Hope.