Front Desk Manager

Front Desk Manager The Front Desk Manager at Lake Hope Lodge is responsible for overseeing the daily operations of the front desk and retail area, ensuring exceptional customer service to all guests and maintaining a smooth and efficient check-in and check-out process. This is a full-time, individual contributor role with a competitive salary.This location is re-opening soon and operates 67 cabins along with a Dining Lodge that operates for breakfast, lunch & dinner.Benefits:Full benefit package available after 60 daysPTO after 1 year401(k) Retirement Savings PlanLife InsuranceDisability InsuranceFood, Retail Hotel Room Discounts at all Regency propertiesOngoing Training and Career DevelopmentResponsibilities:Interview, select, supervise and evaluate job performance of all Guest Service AttendantsSupervise and motivate staff to ensure that proper guest service is the number one priorityCoordinate the training of new employees and the on-going training of Guest Service AttendantsPrepare weekly schedule staying within company established budgetWork desk shifts when business levels require and cover shifts when there is a schedule conflictEnsure that employee performance is evaluated in a timely manner using the company provided formsEnsure that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.)Achieve high level scores from guest comments and Star Shopper reportsAnswer switchboard calls in a professional and friendly manner.Operate the front desk system to make reservations.Check guests in and out using the established company standards.Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.Maintain key controlFind and implement professional resolutions to problems and complaints as they occurCommunicate with the GM on a daily basis regarding operational developments of concernPre-block rooms and cabinsInterface with the sales team to coordinate group room details.Approve all weekly time sheets /payroll, purchase orders, and invoices. Update time & attendance point sheets as needed.Participate in property meetings and employee functions as required.Qualifications:Possess basic education at High-School level or equivalentOne (1) to three (3) years experience as a Hotel Guest Service Attendant or Hotel Front Desk AgentOne (1) year of supervisory or management experience preferably with a Hotel Front DeskMust be well organized, detail orientated, handle multiple events, have exceptional telephone etiquette and have outstanding customer service skillsMust have a professional courteous and friendly mannerExhibits excellent listening and negotiation skills and the ability to ask open ended questionsMust be able to stand for up to four (4) hours at a timeMust have the ability to work under pressureExperience with Stay N Touch or other similar front desk/reservation system requiredExperience with revenue management, rooms management and assignment of roomsMust have proven communication skills both written and oralCompetence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) requiredMust remain flexible with schedule to accommodate business needs, including evenings, weekends & holidaysMust be able to perform tasks in a safe manner and adhere to company policies and proceduresAbout the CompanyLake Hope Dining Lodge & Cabins is a premier dining destination located in McArthur, OH, known for its scenic views and warm hospitality. We pride ourselves on providing guests with delicious food made from fresh ingredients in a welcoming and comfortable atmosphere. Join our team and be part of a community that values quality, service, and the natural beauty of Lake Hope.