Front Desk Manager

About the role

The Front Desk Manager at Holiday Inn Club Vacations is responsible for overseeing various front-of-house service departments, serving as a guest advocate, and ensuring the brand promise is realized.

Responsibilities

• Develop and evaluate Personal Development Plans (PDPs) to support the growth and development of the team.
• Evaluate and recommend adjustments to staffing and performance targets.
• Manage department engagement plans, talent reviews, and succession planning.
• Demonstrate Brandhearted leadership by integrating the brand into all business decisions.
• Regularly seek and use guest feedback to improve guest satisfaction and drive continuous improvement.
• Ensure all special needs/requests of guests are fulfilled and respond to and follow up on all problem resolution cases.
• Promote and reinforce a brand culture where team members understand their roles and are inspired to deliver the branded guest experience and brand standards.
• Actively model brand behaviors in all aspects of the business.
• Balance the urgency of meeting budget goals with focus on team, individual, and brand success.
• Execute predefined guest service strategies, standards, and programs within front desk, security, transportation, and/or resort services operations.
• Lead teams in implementing, evaluating, and improving programs and policies to maintain a safe and secure environment for guests, team members, and resort assets, in compliance with owner's policies and procedures, and regulatory requirements.
• Develop departmental budgets and allocate resources to meet financial goals.
• Operate the department successfully within budgetary guidelines.

Requirements

• Demonstrated exceptional personal service delivery and problem resolution skills.
• Novice level mastery of Microsoft Office products.
• Demonstrated ability to anticipate, prevent, and solve complex problems, and deliver consistently high-quality results in a fast-paced setting.
• Demonstrated professional verbal and written communication and presentation skills.

Qualifications

• A High School Diploma or GED equivalent is required.
• A Four-year college degree is preferred.
• Three years of customer-facing service or hospitality experience is required.
• Two years of leading front-line staff experience is required.