Front Desk Manager - Full-time

Overview

Elevate Your Career by joining the Black Rock Mountain Resort Family!

At Black Rock Mountain Resort, we are an Employer of Choice—we understand that the care of our team members is as important as the service we provide to our guests and the communities around us.

We offer all of our employees the following benefits:

• Highly competitive wages
• Free parking
• Hotel room discounts and travel benefits
• 401K Plan with Employer Match

Additionally, we offer our full-time employees the following benefits:

• Paid Time Off (PTO)
• Unlimited Paid Time Off (PTO) rollover
• Paid Time Off (PTO) cash out options
• Comprehensive employee benefit/insurance programs
• Company paid life and AD&D insurance
• Tuition reimbursement
• 7 Paid Holidays

The Black Rock Mountain Resort is an Equal Opportunity Employer.

We are looking for a highly motivated, customer focused leader to join our Front Desk team as Front Desk Manager. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

If you have experience in hotel front desk operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

• You will oversee the Front Office operations to lead the team in helping guests discover their “Wanderlust” experience
• You will be involved in the Financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
• You will develop and mentor a team for the Front Desk Agents, Bell Staff, Concierge
• You will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.
• You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.
• Participates in Revenue Optimization Committee (ROC) meetings.
• You will lead by example to ensure all guest interactions are handled in a professional manner.
• Provide exceptional customer service by being engaging and taking sincere interest
• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
• Help to resolve problems and “WOW” guests through recovery when things aren’t quite right
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

The Black Rock Mountain Resort is an Equal Opportunity Employer.

Responsibilities

• Ability to respond promptly to guest concerns and questions
• Strong time management and organizational skills
• 3-5 years customer service experience
• Knowledge of Infor or similar property management software

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