Front Desk Manager, Branson MO

JOB DESCRIPTION SUMMARY

Directly manage all aspects of the Front Desk Department by planning, coordinating and overseeing the Front Desk staff in the daily operations of a highly presentable Gold Crown (RCI), 5-Star (II) vacation interval resort.

DUTIES AND RESPONSIBILITIES

Management

• Manage the front desk department in the following areas: hiring, training, review performances, coaching and discipline of Front Desk personnel.
• Work productively with the Housekeeping Department Manager, Maintenance Manager, Ticket Manager and Reservations Manager with open discussions and lines of communication.
• Possess the ability to effectively discuss progressive disciplinary/termination measures with Human Resources personnel when required.
• Responsible for the daily operations of the Front Desk department that oversee Palace View Resort, French Quarter Resort, and Palace View Heights.
• When requested, assist the AGM with projects, tasks and assigned reports pertaining to the operations of the Front Desk.
• Train personnel in the use of computer software, the standard procedures for performing various tasks, and safety procedures and standards.
• Monitor staff performance on an on-going basis.
• Monitor the skills of the Front Desk Supervisor and assist them when requested.
• Manage or delegate the preparation of work schedules for staff.
• Maintain a productive relationship with co-workers and senior management.
• Backup support to others, special projects as requested, and/or any legitimate business task within the scope of responsibilities.
• Be committed to the mission of Southwind Management Corp to establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable and caring staff.

Specific Tasks and Assignments

• Manage the inventory of necessary supplies for the daily operation of the Front Desk.
• Generate Purchase Requisitions of any supplies necessary for the operation of the Front Desk.
• Providing monthly reports regarding inventory as assigned by the Assistant General Manager.
• Ability to train and manage staff in all areas of the Front Desk operations in the following areas but not limited to: extensive employee training, knowledge for multiple reservations software (SPI), exchange programs, scheduling, exceptional customer care skills, problem solving, procedure development and implementation.
• Seek out and execute cost controls in all areas of responsibility.
• Promote, execute and encourage incentive programs; Pickle Program, SCAT, Strive for 5 by providing literature, information and training.
• Provide bi-annual department wide training and motivational sessions.
• Ensure Front Desk is performing excellent customer care skills and techniques.
• Observe staff in all areas of responsibility (i.e., company protocol, uniforms, schedules, punctuality, reports and guest interaction.)
• Work cooperatively with the Housekeeping Department in regards to the lost and found procedures for items turned into the Front Desk.
• Be available to cover the Front Desk when needed (i.e., employees sick, vacations, PTO.)
• Effectively maintain a consistent schedule (85% At the Front Desk, 15% Reports/tasks related)
• Review the RCI Comment Cards Website on a weekly basis to be knowledgeable of our current scores.
• Maintain all comment cards on a weekly basis for review by the Assistant General Manager.  These comment cards will be complied for the Employee WOW program.                                                                                      Generate operational reports as follows but not limited to:

a) Department Summary Report (weekly)

b) Inventory List (weekly)

c) Check in Happenings Report (weekly)

d) Department Summary Report (monthly)

e) Call Tally List (monthly)

Safety

• Ensure that all safety rules are observed by the Front Desk staff.
• Know tornado, fire and disaster procedures and help coordinate evacuation efforts if necessary.

Administration/General

• Assist with monitoring operating and capital expenditure budgets for the Front Desk operations of all associations.
• Generate schedules for off season (White Time) projects.  These should include scheduling, projects and tasks prepared with completion dates.
• Relay critical information about matters related to Front Desk to the Assistant General Manager.
• Perform any other duties as requested and/or assigned in order to maintain the smooth operation of the Front Desk Department in all area of responsibility.
• Maintain appropriate files to track work to be done and work completed.
• Maintain knowledge of timeshare, resort layout and amenities, shows, attractions and tourist related concerns involving Branson and the Branson area.
• Be punctual in reporting to work and starting duties.
• Maintain a professional appearance and demeanor at all time reflective of a positive impact on the Resort and SMC.
• Continuously Plan Front Desk projects.
• Be visible to co-workers and guests when not engaged in duties and tasks.
• Be a proactive member of the Team seeking to exceed the mission of Southwind Management Corp. Inc.