Position Title: Front Desk

Reports To: Hospitality Manager/General Manager

FLSA Status: Non-Exempt

Purpose

The Front Desk assists in the management of daily operations of the front desk, rooms control, and PBX, while maintaining positive working relationships with all other departments.

Principal Duties and Responsibilities

• Responsibilities listed may not apply to all locations
• Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives
• Is a hands-on leader and a visible front office team member who leads by example
• Monitors departmental service levels and acts accordingly
• Assists with internal audits to ensure compliance with corporate SOPs and QA standards
• Assists in training and mentoring staff
• Serves as Manager on Duty as needed, making decisions based on the business requirements
• Works all shifts as need dictates
• Checks guests in/out, answers phones and handles guest comments and concerns
• Assists in the management of the resort’s room matrix, discrepant reservations, and maintaining inventory
• Monitors front desk controls, cash drawers, change given, and key inventories
• Provides follow-up of maintenance/ housekeeping requests
• Ensures the satisfaction of all guests by responding to guests needs, leading other Team Members in handling guests’ concerns
• Ability to step into any role as necessary
• All other duties as requested

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School Diploma/GED
• Minimum 2 years of experience in hotel/resort operations, preferably in vacation ownership

Skills, Knowledge, and Abilities:

• Exceptional communication and leadership skills
• Excellent interpersonal skills when dealing with guests, Team Members, and the general public and have a good work ethic
• Knowledge of daily operations of the front desk, reservations, and problem resolution
• AS400/TSW experience preferred
• Ability to supervise a staff of Team Members
• Knowledge of Vacation Ownership is preferred
• Strong interpersonal and organizational skills
• Effective oral and written communication skills coupled with strong interpersonal skills
• Demonstrated ability to manage multiple functions and multitask
• Flexible schedule, ability to work evenings, weekends and holidays

Shift: Additional hours may be necessary to meet business needs

• Regular Hours and Weekend

Travel:

• None