Front Office Manager

Summary: The Front Office Manager is responsible for all aspects of the historic 73-room Crater Lake Lodge Front Desk operation. Coordinates front office activities and staff to ensure a positive guest experience. Provides information to guests and staff in a courteous, enthusiastic, and efficient manner. Makes knowledgeable and informed decisions to ensure a smooth operation. **A high level, working knowledge of OPERA is required for this position.**

Essential Duties and Responsibilities:

-Performs all duties with the ultimate goal of providing exemplary guest service.

-Performs all duties with respect to the Company’s Core Values, Mission Statement, and guest service standards.

-Reports to the Location Manager in all areas of lodging systems, policies and procedures.

-Reports to the Location Manager in scheduling, staffing, and budgetary areas.

-Schedules Guest Service Agents and Bell Staff in a consistent and fair manner to ensure proper coverage of necessary functions. Submits schedule to Location Manager for approval in a timely manner in order to comply with Oregon state law.

-Reports to the Location Manager regarding customer service needs. Ensures that all complaints are addressed immediately and rectified prior to the guest leaving Crater Lake.

-Performs all job duties toward the goal of maximizing guest service while simultaneously maximizing profit.

-Manages (plans, directs, supervises, evaluates, rewards, and disciplines) all tasks performed by front office personnel including labor.

-Develops and maintains positive relationship with all National Park Service (NPS) personnel.

-Maintains positive and professional communications at all times, with all persons, face-to-face, via phone, via email, and via radio.

-Approves daily time in Kronos for all front desk staff.

-Trains and supervises front desk and bell staff personnel. Knows all related job functions of both, including boat tour information.

-Coordinates with Human Resources Manager in scheduling Relief Night Guest Service Auditor.

-Balances guest and deposit ledgers daily in Opera PMS.

-Maintains open and positive communications with other departments to ensure coordination and efficiency of hotel activities, functions, and operations.

-Responsible for daily room blocking and ensures that guest requests are handled efficiently.

-Answers inquiries pertaining to hotel policies, services, and reservations for rooms, tour/transportation needs and outside activities.

-Greets VIP guests and keeps Location Manager, Assistant General Manager, and General Manager informed of all unusual or important happenings.

-Follows Company policy and procedures, as well as Location Manager guidelines, on refunds and other guest compensation.

-Resolves guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.

-Handles all phases of group tour arrivals to provide a smooth and orderly flow of guests. May include meeting group tour escorts, tour check-in, collecting money and fees, preparing vouchers, and rooming lists.

-Coordinates bell staff in the dispatching and receiving of all buses/vans as they arrive and leave, or assigns responsible Guest Service Agents.

-Follows all cash handling procedures per Accounting policies. Ensures that all Guest Service Agents follow all cash handling procedures. Responsible for a cash bank.

-Addresses all job performance issues by coaching, mentoring, performing corrective action of all Front Desk staff, including Bell staff.

-Coaches all Front Desk staff in acting as the secondary eyes and ears of public safety for the Lodge.

-Has, or obtains upon arrival, knowledge of Crater Lake National Park and all of its facilities and activities so that information passed to guests is informative and accurate.

-Performs other duties as assigned, including working in other departments, with positivity and professionalism.

-Ensures each Guest Service Agent is properly trained to deliver friendly, efficient, effective service to Park visitors.

-Continues the development of all Guest Service personnel throughout the season.

-Adheres to and enforces policies in the areas of dress, appearance and conduct, established by the Company.

-Regulates shift coverage for optimum effectiveness by scheduling staff according to business levels and labor standards.

-Provides constructive feedback to staff and prepare employee How’s It Going (HIG) forms and documentation.

-Facilitates daily communications with staff to ensure motivation and enthusiasm.

-Maintains working knowledge of emergency fire evacuation and safety procedures as needed and attends meetings as required.

-Ensures all NPS lost and found policies are strictly enforced at all times.

-Ensures all PCI Compliance guidelines are trained, followed, and enforced.

-Completes payroll reports on a daily/weekly basis for all front desk personnel.

-Delegates tasks while leading by example.

-Performs all duties with consideration of the Company’s environmental commitment. Motivates staff in these initiatives as well.

-Ensures that the all staff is trained and complies with safety guidelines. Performs all duties in a safety conscious manner. Maintains a safe workplace. Reports all safety issues or potentially hazardous situations to the appropriate manager in a timely manner.

-Organizes and maintains front office records, paperwork, and equipment in accordance with department policies.

-Controls the inventory of front office supplies and forms.

-Provides managers on location with a weekly occupancy forecast, including to enable them to plan staffing and supply needs for the following week.

-Attends department meetings as scheduled by the Location Manager.

-Front Office Manager's responsibilities include those listed on the Guest Service Agent job description.

-Participates in Manager on Duty Program as required by the General Manager.

Supervisory Responsibilities: The Front Office Manager directly supervises the Guest Service Agents and Bell staff.