Front Desk Manager

Job Description

Job Description

DEPARTMENT: King's Creek Front Desk

TITLE: Manager

FLSA CATEGORY: Exempt

REPORTS TO: Assistant General Manager (AGM)

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?

JOB DESCRIPTION SUMMARY

The Front Desk Manager will plan, coordinate, implement, oversee, and manage all the administrative duties for the King’s Creek Front Desk. Function as a management contact for issues regarding guest conflicts and resolutions to initiate prompt satisfaction. Ensure established procedures are completed in accordance with policy and standard guidelines and guests are handled both courteously and professionally.

DUTIES AND RESPONSIBILITIES:

• Demonstrate a thorough understanding of information concerning all aspects of King’s Creek Resort in order to function as the primary information source for guests.
• Assist in establishing on-going standard procedural guidelines and daily checklists for efficient and effective Front Desk operations.
• Investigate, respond, and resolve guest issues promptly when staff escalates to management level.
• Ensure all daily posting, cash and credit card transactions, account settlements and deposits are handled correctly.
• Maintain sufficient standard stock items needed to perform daily business operations and prepare purchase orders for all necessary supplies.
• Oversee the preparation of weekly staff schedules to ensure shift coverage and payroll expenses meet or fall below budget allocations.
• Prepare weekly payroll and submit to Human Resources following the established deadlines.
• Coordinate with Human Resources on all staff job descriptions, ensure all job descriptions are up to date, reviewed with and sign by staff.
• Maintain responsibilities for hiring, training, evaluating, coaching, counseling, disciplining and discharge (if necessary) of assigned department staff; coordinate with Human Resources on advertising open positions.
• Develop and implement training/coaching program focusing on guest satisfaction and employee development, including but not limited to performance evaluations, customer service, and corrective action methods.
• Conduct annual performance evaluations and make recommendations for annual merit increases.
• Coordinate with Human Resources and administer disciplinary action. Communicate and receive approval from Human Resources regarding pending terminations.
• Ensure company and departmental policies and procedures are implemented and followed by staff.
• Develop, perform, and monitor safe work practices for the department.
• Develop, promote, and display a teamwork environment among staff to attain departmental goals and objectives.
• Respond to emergency calls/questions after hours.
• Assist other managers/departments as needed and requested.
• Maintain knowledge of all tickets offered to guests and the associated costs.
• Maintain open line of communication with other departments, particularly Maintenance, Sales and Human Resources to ensure coordination of work and/or timely exchange of information regarding Guest Relations operations that may impact operations of other departments.
• Perform additional or different duties, from those set forth above, to address business needs and changing business practices.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Desire an AA, BS or BA in hospitality management, business management, minimum High School Diploma, GED, or relevant equivalent experience.
• Five (5) years Guest Relations experience required. Background in hospitality and timeshare industry preferred.
• Knowledge of property management and/or hospitality industry.
• Knowledge of timeshare operations, vacation ownership, and its exchange companies.
• Knowledge of standard office practices, procedures, routines, and equipment.
• Knowledge of all Microsoft® Office products and proficient in the usage of.
• Knowledge of computers and skilled in the usage of.
• Strong ability to pay close attention to detail and problem solve with effective and prompt resolutions while using good judgement.
• Strong ability to multi-task using excellent organizational and planning skills, emphasis on detail, prioritizing tasks and sense of urgency
• Ability to provide and be an advocate of superior customer service to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information, and resolve conflict to resolution.
• Ability to lead, supervise, and manage subordinate staff.
• Ability to comprehend, interpret, and apply rules and regulations in accordance with established policies and procedures, remain flexible to change and support changes.
• Ability to communicate effectively; both verbally and in writing.
• Ability to establish and maintain effective working relationships with peers, employees, and management.

WORKING CONDITIONS AND ENVIRONMENT

Physical Demands:

Primary functions require sufficient physical ability and mobility to stand or sit for prolonged periods of time; to frequently walk up inclines or uneven terrain and climb stairs; occasionally stoop, bend, kneel, crouch, reach, and twist; to frequently lift, carry, push, and/or pull up to 40 pounds of weight; to operate a motor vehicle; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to effectively communicate information; to see, hear, speak and write.

Working Conditions:

Full time position: varied work schedules to include evening, night, holiday, and weekend hours; may be required to work more than forty (40) hours based on business demands and inclement weather.

Environment:

Work is performed primarily in a fast-paced environment with frequent interruptions.

BENEFITS (if eligible)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules