Front Desk Manager

Sorrel River Ranch aspires to welcome guests and staff into a progressive, authentic community that shares the common passion of living life to its fullest. We’re driven to develop and foster a one-of-a-kind ranch resort experience offering the best quality locally grown food, most unforgettable and enjoyable adventure pursuits, genuine relaxation that restores the mind and body, unique opportunities for bonding with loved ones, and a wealth of experiential education programming with the goal of expanding our collective awareness, understanding, and appreciation of the incredible world we all share.

About the role

Collaborate with all team members to ensure that The Sorrel River Ranch product is delivered to the highest operational standards. Execute once-in-a-lifetime experiences for guests by anticipating guest needs, tailoring service to guest preferences, and exceeding expectations. Support the management in daily operations and leadership of the team. Support the business operations team by assisting with projects relating to the MEWS, monthly inventories, team support and training on the systems. Support The Sorrel River Ranch operations by continuing to clarify The Sorrel River Ranch product, structure, standard operating procedures, and support other operations, as necessary. Work to further The Sorrel River Ranch product by questioning operational norms, proposing solutions, and striving to innovate and streamline The Sorrel River Ranch operation.

Responsibilities

• Supervise all department personnel demonstrating high leadership skills, model behaviors, and exemplary actions.
• Manage and motivate all Guest Experience Makers, Guides/Tours, Spa Therapists, and Reservations, with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Understand and anticipate each guest’s wants and needs; help co-workers go beyond exceeding guests’ wants and needs.
• Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue.
• Compile and prepare financial reports, including the rate and availability calendar.
• Understand Ihotelier, Synxis, Expedia and all other OTA’s and third-party booking engines.
• Conduct daily, weekly department meetings.
• Assist HR with department recruiting and hiring of all new personnel.
• Direct department training programs including Orientation, New Hire Training, EI Certification, Train-the-Trainer, Ongoing Training, and Performance Evaluations.
• Plan, assign, and direct various department tasks and projects assigned.
• Demonstrate knowledge of, adherence to, and enforcement of all SRR standards.
• Supervise and assist staff with basic functions such as:
  • Process guest check-in and check-out smoothly and correctly.
  • Enforce and execute all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billing.
  • Deliver all guest messages, mail, and packages in a timely manner.
  • Ensure that accurate guest and room status information is maintained and effectively communicated by completing thorough reviews as assigned.
  • Operate front desk equipment including but not limited to phone system, MEWS - Property Management System (PMS), Central Reservation System, copier, calculator, fax, internet systems and printers.
  • Maintain consistent communication, especially with housekeeping and engineering departments.
• Complete necessary shift paperwork and ensure accuracy on shift checklist, logbook, courtesy call back log, and all other forms or checklists assigned.
• Execute Standards – ensuring compliance with:
  • AM/PM Checklist
  • Guest Request Log
  • Telephone Log
  • Experience Log – BLM report Audit
  • Key Log (audit weekly)
• Handle guest billing, disputes, and inquiries.
• Create and maintain checkbook and review Rooms Department Expenses.
• Manage reservations – ensuring arrivals have been reviewed, deposits have been taken, and understand what corporate accounts are arriving.
• Resolve guest problems quickly, efficiently, and courteously while meeting and exceeding each guest’s wants and needs.
• Maximize hotel profitability using suggestive selling techniques to increase revenues.
• Maintain, monitor, and update group information on the hotel’s records, as necessary.
• Be well acquainted with all area attractions, current events, directions, and competition in the local community.
• Maintain knowledge of all available Hotel, F&B, and Experiences packages, promotions, and details.
• Perform essential front desk duties and responsibilities including working desk shifts.
• Develop and execute projects including identifying necessary tasks and deadlines, assigning them to appropriate people, and following-up to ensure effective and timely completion.
• Participate as Manager on Duty as assigned.
• Attend required meetings and pre-shift meetings.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear directions in advising and instructing staff in the details of work.
• Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information.
• Effectively communicate with other department heads; teamwork is the network for success.
• Counsel, in a timely manner, individual department members who are not performing adequately.
• Provide security for guests, employees, and property by adhering to security procedures for guest room keys and master keys; understand all hotel emergency procedures.
• Report any suspicious activity to management.
• Perform all other duties assigned.

Requirements

• Having a smiling and happy attitude.
• Powerful desire to lead and motivate employees.
• Judgment and speed in decision making; professionally manage multiple tasks and demands simultaneously.
• Mindfulness, attentive and friendly listener.
• Sincere desire to provide exceptional customer service.
• High ethical standards.
• Availability and dependability in meeting a work schedule.

Qualifications

• Communication: Ability to read, write and speak English.
• Mathematical: Ability to add, subtract, multiply, and divide; calculate figures and amounts such as discounts and count cash.
• Technical: Ability to operate and control equipment such as computers, switchboard, radio, copy/fax machines.
• Physical: Required to stand for prolonged periods of time.
• Knowledge/Experience: No experience is required; prior hospitality experience is preferred.
• Must be able to work a flexible schedule including days, nights, weekends, and holidays.
• Valid driver’s license to drive golf cart.

Benefits

• Limited rental housing available on a first-come, first-served basis.

The starting rate of pay will be based on the level of experience.