Front Desk Manager

Position Overview:
As the Front Desk Manager at Oakwood Resort, you will be responsible for ensuring the smooth and efficient operation of the Front Desk area. You will oversee a team of Front Desk agents, providing leadership, guidance, and support to ensure exceptional guest service and satisfaction. Your role will be pivotal in maintaining a positive guest experience from the moment they arrive at the resort until their departure.

Key Responsibilities:

Leadership and Management:

• Supervise, train, and motivate Front Desk staff to deliver exceptional customer service.
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
• Develop and implement strategies to optimize Front Desk operations and improve efficiency.
• Foster a positive and collaborative work environment that promotes teamwork and employee morale.

Guest Service:

• Ensure prompt and courteous handling of guest inquiries, requests, and complaints.
• Monitor guest satisfaction levels and implement initiatives to enhance the overall guest experience.
• Resolve escalated guest issues or concerns in a professional and efficient manner.
• Coordinate with other departments to fulfill guest requests and ensure seamless service delivery.

Administrative Duties:

• Oversee the check-in and check-out process, ensuring accuracy and compliance with resort policies and procedures.
• Maintain accurate records of guest information, reservations, and room assignments.
• Handle cash transactions, process payments, and reconcile daily financial reports.
• Manage room inventory and availability, coordinating with housekeeping and maintenance teams as needed.

Training and Development:

• Conduct regular training sessions for Front Desk staff on customer service standards, resort policies, and operational procedures.
• Provide ongoing coaching and support to enhance employee performance and productivity.
• Identify training needs and opportunities for professional development within the team.

Safety and Security:

• Implement security protocols and procedures to ensure the safety and well-being of guests and staff.
• Respond effectively to emergency situations, following established protocols and guidelines.
• Maintain confidentiality of guest information and adhere to privacy policies and regulations.

Qualifications:

• Previous experience in a supervisory or management role within the hospitality industry, preferably in a resort or hotel setting.
• Strong leadership skills with the ability to motivate and inspire a diverse team.
• Excellent interpersonal and communication skills, with a focus on providing exceptional customer service.
• Proficiency in hotel management software and Microsoft Office Suite.
• Detail-oriented with strong organizational and problem-solving abilities.
• Flexibility to work evenings, weekends, and holidays as required.

Job Type: Full-time

Salary: $55,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Flexible Language Requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

Ability to commute/relocate:

• Grand Bend, ON N0M 1T0: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Front Desk: 2 years (required)

Work Location: In person