Front Desk Manager

Job Description

The Front Desk Manager holds accountability for overseeing the Front Office, Guest Services departments ensuring optimal financial, service, and procedural outcomes. They are tasked with fostering team member engagement, enhancing guest satisfaction, and driving financial performance in alignment with the vision of Westgate Resorts. The Front Desk Manager collaborates closely with department heads to contribute to the overall success of the property.

• Oversee the Front Office, Guest Services departments by providing guidance and leadership to Supervisors and Team Members.

• As the leader overseeing the entire employee life cycle, you are involved in every stage, from interviewing and hiring to training and evaluating performance.

• Play a crucial role in fostering a positive work environment, which involves handling guest concerns, resolving problems, and implementing both rewards and disciplinary actions when necessary.

• Audit Front Desk work and tasks to uphold accuracy and adherence to standards. Running room reports, verifying rates, and conducting nightly bucket checks.

• Actively engaged in guest interactions, managing both check-ins and check-outs, and correcting Front Desk transactions.

• Prepare the Night Audit task sheet and the seamless transition of shifts.

• Writing vouchers, running folios, and performing balance calculations to assist the accounting department.

• Readily available to answer phones when needed.

• Monitor resort's performance on the company service score platform, such as Medallia, and devising strategies to enhance service levels across various online review platforms like TripAdvisor.

• Commitment to upholding Forbes rating standards and implement effective training techniques that foster consistency in service excellence.

• Embrace additional responsibilities as delegated by management to contribute to the overall success of the guest experience.