Front Desk Manager

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We're committed to growing our people, memberships, resorts, and guest love. That's why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we're looking for you.

COMPANY BENEFITS:

• Weekly Pay

• Matching 401K

• Growth & Developmental Opportunities

• Comprehensive Medical, Dental & Vision Benefits

• EAP - Employee Assistance Program

• PTO - Paid Time Off

• Travel Benefits, Discounts & FREE Vacations through our ClubGo Program

• Tuition Reimbursement & Continuing Education Courses

• Outstanding Company Culture

The Front Desk Manager will lead a team that creates a warm, inviting, and memorable experience for our owner and guests. This position will directly oversee the front desk, night audit, and PBX Agents. This individual will participate in the hiring, training, development, compensation, evaluation, and supervision of all Front Desk and PBX personnel. Additional responsibilities include ongoing training, coaching, and counseling. This individual will ensure the staff's commitment to maintaining service expectations through observation, communication, and recognition. This Front Desk Manager will serve as a role model, develop talent, and provide staff support in handling complex situations. Other activities include folio research, posting, discrepancies and any related cash handling issues. The Manager will confer with other departments to coordinate and follow up on all guest information. Maintains a high and visible profile by being in the lobby during peak check-in hours.

ESSENTIAL DUTIES AND TASKS:

• Ensures success of front desk specialists and PBX. Drives front desk processes to enhance the guest experience and maintain brand integrity. Measures success in terms of the metrics available.

• Ensures that all operational processes are followed, and company rules and Policies are adhered to. And all behavioral standards meet and/or exceed expectations. Ensures timely verbal and written communication with employees.

• Supports hiring, assignment, training, motivation, development and coaching of personnel. Recognizes and rewards excellent performance in the moment as possible.

• Review and respond to guest's comment cards from Medallia, RCI, IHG Heartbeat, and Expedia. Ensures timely verbal and written communication to guests. Review with team members guest comments.

• Assists with special projects as assigned.

Responsibilities:

• The Front Desk Manager is expected to demonstrate thoughtful decisions in a high-pressured environment. This individual is responsible for the actions, results, successes, and failures of the team. Service, operational levels, training, and employee motivation should be the focus. They should take responsibility for the failures and share the successes, always modeling the approach expected from the team. Guidance is received from the Asst. General Manager and General Manager and/or Guest Services Manager with respect to Overall Operational objectives.

QUALIFICATIONS:

• Must develop and maintain comprehensive knowledge of resort policies, procedures, and operations and ensure communication of relevant information as required.

• Must possess a sincere dedication to provide an unsurpassed level of owner and guest satisfaction.

• Must demonstrate a commitment to the continuous development of his/her team.

• Must have a high degree of judgment.

• Must have demonstrated exceptional verbal and written communication skills.

• Mus have open availability and be able to work weekends and holidays.

• Must be at least 21 years of age with an active driver's license, and 4 years of driving experience.

• The employee may frequently lift and/or move up to 50 pounds and stand for long periods of time.

EDUCATION and/or EXPERIENCE:

• Minimum of Three to Five years of leadership experience in the Hospitality industry or a related industry. Bachelor's degree in hospitality or business management is a plus. Internal candidates may substitute equivalent experience for educational requirement.

CERTIFICATES, LICENSES, REGISTRATIONS

• Active driver's license.