Boyne Resorts

  • Front Desk Manager-Mountain Grand Lodge

    Job Locations US-MI-Boyne Falls
    Posted Date 3 weeks ago(9/30/2019 1:04 PM)
    Requisition ID
    # of Openings
    Boyne Mountain Resort
    Position Type
    Full-Time Year Round
    Year Round
    Targeted Job Start Date
  • Overview

    As a Front Desk Manager you are responsible for ensuring the front office operation in an attentive, friendly and efficiently run department, providing all guests with elevated high quality service throughout their stay while maximizing room revenue and occupancy.  Individual will be required to work all shifts including nights, weekends and holidays.


    The Front Desk Manger's typical job functions include:

    • Conducting trainings, cross –trainings, and re-trainings  of all front office personnel
    • Recruiting, hiring, coaching, dismissal of all front office personnel to ensure highest level of guest service in adherence to company policies
    • Scheduling the front office staff
    • Supervising workload during shifts and working alongside the front office team to maintain high levels of guest service
    • Evaluating the job performance of each front office team member
    • Maintaining working relationships and communicates with all departments
    • Verifying that accurate room status information is maintained and properly communicated
    • Resolving guest problems quickly, efficiently, and in a courteous manner
    • Updating group information; maintaining, monitoring, and preparing group requirements; relaying information to appropriate personnel along with attending the group update meetings weekly
    • Reviewing and completing credit limit report
    • Working within the allocated budget for the front office
    • Enforcing all cash-handling, check-cashing, and credit policies
    • Conducting regularly scheduled meetings of front office personnel
    • Requiring all front office employees to wear proper uniforms at all times
    • Upholding the hotel's commitment to hospitality
    • Reviewing daily review reports and following-up on guest concerns
    • Maximizing room revenue and occupancy by reviewing status daily; analysing rate variance, monitoring credit report and maintaining close observation of daily house counts;  monitoring selling status of house daily i.e. flash reports, allowances, etc.
    • Monitoring high balance guests and take appropriate action
    • Ensuring implementation of all hotel policies and house rules
    • Operating all aspects of front office computer systems, including software maintenance, reporting generation and analysis, and simple configuration changes
    • Preparing revenue and occupancy forecasting
    • Ensuring the logging and delivery of all messages, packages, and mail in a timely and professional manner
    • Ensuring that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other team members
    • Monitoring all V.I.P 's special guests and requests
    • Following-up on past guest positive/negative experiences within 48 hours of receiving notification
    • Monitoring and maintaining team member lodging requests
    • Receiving emails/voice-mails daily and answering accordingly, preferably within 24 hours
    • Maintaining accurate uniform inventory, including seasonal uniforms, for front desk agents, bellmen, season pass agents, and shipping & receiving
    • Must possess thick skin and be calm and comfortable working with upset guests


    This positon may for you if:

    • You are at least 18 years old and are available to work nights, weekends and holidays
    • You have achieved a high school diploma or general education degree (GED); completed an Associates Degree from a college or university; possess one to two year related experience and/or training; or equivalent combination of education and experience
    • You possess previous supervisory experience strongly preferred
    • You have experience with point of sale software and Microsoft products such as Word and Excel preferred
    • You have the ability to build and lead a team, mentor others and possess strong communication and interpersonal skills
    • You possess solid customer service skills, display excellent management abilities 
    • You have an in-depth understanding of the lodging and resort industry; able to adhere to company philosophy/mission statement/sales goals


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