Front Desk Manager at La Campagne Tropicana Beach Resort

Job Summary

• We are seeking a highly organized and personable Front Desk Manager to oversee our guest services operations.
• The ideal candidate will have strong leadership skills, an eye for detail, and a passion for delivering superior guest experiences. Join our team and contribute to maintaining our reputation as a top destination for relaxation and luxury.

Job Responsibilities
Guest Services Management:

• Oversee daily front desk operations, ensuring that all guest interactions are professional, friendly, and efficient.
• Ensure smooth check-in and check-out processes, addressing guest needs and resolving any issues or complaints promptly.
• Coordinate and manage reservations, ensuring accuracy and effective communication with the reservations team.

Staff Supervision & Training:

• Lead, train, and motivate front desk staff to maintain high standards of customer service and professionalism.
• Develop and implement training programs for new staff, ensuring they are knowledgeable about resort policies, procedures, and amenities.
• Monitor staff performance and conduct performance evaluations, providing feedback and coaching when needed.

Guest Experience Enhancement:

• Ensure all guest inquiries, requests, and concerns are handled with the utmost care and attention.
• Anticipate guest needs and recommend resort services and amenities to enhance their experience (e.g., dining, activities, spa).
• Coordinate with other resort departments (housekeeping, maintenance, spa, F&B) to ensure guest satisfaction and smooth operations.

Front Desk Operations:

• Manage and update guest reservations and room assignments in the resort’s property management system (PMS).
• Ensure that the front desk is properly stocked with necessary supplies and all equipment is in good working order.
• Maintain accurate guest records, ensuring billing, payment processing, and special requests are handled correctly.

Cash Handling & Financial Reporting:

• Oversee daily cash handling procedures, including checking out guests, processing payments, and managing deposits.
• Ensure that financial transactions are accurate and that cash drawers are balanced at the beginning and end of each shift.
• Prepare and review daily financial reports for management.

Guest Feedback & Issue Resolution:

• Handle guest complaints or issues with professionalism, ensuring swift resolutions to enhance guest satisfaction.
• Monitor guest feedback and identify areas for improvement in guest services.
• Encourage guest reviews and feedback to continuously improve service quality.

Team Collaboration & Communication:

• Maintain clear communication with other departments to ensure all guest needs are met efficiently and effectively.
• Participate in weekly management meetings to discuss operational performance, guest feedback, and team development.

Requirements
Education & Experience:

• Bachelor's degree in Hospitality Management, Business, or a related field preferred.
• Proven experience as a Front Desk Supervisor, Front Desk Manager, or similar role in a hotel or resort setting (3+ years).
• Familiarity with resort property management systems (PMS) and hotel booking systems.

Skills & Competencies:

• Strong leadership skills with the ability to motivate and develop a team.
• Excellent customer service skills and the ability to handle difficult situations with grace and professionalism.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite and resort management software (e.g., Opera, RMS).
• Exceptional communication and interpersonal skills, both with guests and staff.
• Ability to work in a fast-paced environment while maintaining a calm and welcoming demeanor.

Personal Traits:

• Friendly, approachable, and solution-oriented.
• Strong work ethic and a commitment to delivering high-quality guest service.
• Ability to multitask and prioritize in a busy environment.
• Flexibility to work various shifts, including weekends and holidays.

Benefits

• Competitive salary
• Opportunities for career development and advancement within the resort
• A supportive and dynamic work environment.