Spinnaker Resorts

Front Desk Manager, Branson MO


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.



  • 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)


  • 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.


  • 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.


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