JOB TITLE: FRONT DESK MANAGER
REPORTS TO: GENERAL MANAGER
LOCATION: THE LODGE BRONZE BUFFALO RANCH
DIRECT REPORTS: FRONT DESK STAFF
The primary focus since the lodge opened in December 2007 has always to been to provide exemplary service at every level while at the same time providing a safe and enjoyable workplace for our team members. The culture of our company has also been entrepreneurial, friendly, and hardworking. As an independent boutique property, we strive to provide unique and authentic experiences not found at flag hotels and resorts.
Bronze Buffalo Ranch is a popular destination for individuals, groups, and families alike to explore the surrounding Yellowstone-Teton area including Yellowstone and Grand Teton National Parks, skiing at Grand Targhee & Jackson Hole, as well as world-class fly fishing and hiking. We also offer one-of-a-kind private club amenities including 27 holes of championship golf, guided fly fishing both on property and on the Teton River, horseback riding and much more.
What sets us apart from other hotels, resorts, and property management companies is our commitment to the cleanliness and quality of our accommodations and our dedication to the guest experience. We pride ourselves in going above and beyond to create the best possible vacation/experience for every one of our guests.
Job Purpose
The Front Desk Manager is responsible for overseeing all Guest Service duties and responsibilities as outlined below. The Front Desk manager will ensure that all guests have accurate information from their initial inquiry, during their stay and until the depart. Communication with our guests’ is critical to our success and ensuring every guest has a memorable stay. The Front Desk Manager serves as a representative of Bronze Buffalo Ranch and their leadership is critical to our success. This position is primarily focused on guest services, but also oversees reservations and concierge duties.
Responsibilities
· Works closely with the General Manager, Maintenance, Concierge, Group Sales, Housekeeping, Homeowners Relations Manager and respective team members.
· Respond quickly and professionally to any maintenance/housekeeping issues. Ensure that information is communicated to the appropriate department in a timely manner.
· Responsible for being familiar with all packages, promotions, club events, and hours of operation including F&B and group events. Ensure information is readily available to all front desk members through verbal and written communication.
· Answer all calls promptly using proper phone etiquette and assist with reservation calls.
· Responsible for detailed knowledge of property inventory, location, amenities, etc.
· Oversee daily operations as it relates to the Front Desk.
· Review daily pass-on communications to verify the accuracy and completeness of information for internal operations.
· Monitor and evaluate daily OTA web portals (SiteMinder, Expedia, Booking.com, etc) to ensure their proper functionality and inventory for online bookings.
· Gain a solid understanding of RDP our PMS software (RDP - Resort Data Processing) and submit support tickets for any issues encountered.
· Proactively review upcoming reservations to identify potential problems or details that the front desk or other departments need to be aware of prior to the guest’s arrival.
· Monitor the Front Desk change and quarter banks and alert General Manager when change is needed.
· Perform other tasks/responsibilities as determined by General Manager and Senior Management.
· Oversee the purchase of materials and supplies for the front office.
· Must be willing to work flexible schedule as needed during peak and off-season periods.
· Oversee and send out all rental contracts for cabins and condos via DocuSign.
· Create and distribute weekly occupancy forecasts to Department Managers.
· Coordinate the weekly schedules of all front desk agents based on occupancy and guest needs.
· Review and process payroll.
· Work with the General Manager to hire and train new staff.
· Train and supervise all front desk staff by coordinating, prioritizing, and assigning their daily tasks in conjunction with other department managers.
· Maintain, improve, and create standard operation procedures for prompt and efficient processing of reservations, activity bookings, inquiries, and billing.
· Monitor multiple types of reports from our PMS software to ensure the correct and full payment of all guest bookings and collect any outstanding payments with assistance from the front desk staff.
· Collaborate directly with the accounting team to make necessary adjustments to reservations, process payment corrections, and coordinate with accounting staff to ensure all financial transactions are accurate and up to date.
· Communicate and coordinate with housekeeping and maintenance daily to assure efficient and timely availability of rooms.
· Oversee and participate in guest relations and direct arrangements for VIP guests, special individuals, groups, and property owners.
· Maintain relationships and contracts with local activity vendors.
· Organize regular meetings and training sessions with front desk staff and attend all management meetings as scheduled.
· Work closely with Adventure Concierge staff to make sure lodge and cabin guests have information related to BBR activities.
· Ensure the proper receipt and distribution of all incoming and outgoing guest mail, cabin/suite owner mail packages, faxes, and messages, in a timely manner.
· Always maintain a professional appearance and demeanour.
Person Specification
Experience/Qualifications
· Experience in customer service-related environment required
· Management/Supervisor experience essential
· Knowledge and experience in Front Desk and guest facing hotel operations preferred
· Excellent computer proficiency including Microsoft Office Suite
· Requires high school diploma or equivalent
· Excellent written and oral communication skills
· Ability to prioritize and multi-task
Key Skills & Personal Attributes
· Ability to work independently and as part of a team
· Strong oral and written communication skills
· Previous experience with Property Management Systems.
· Ability to exercise good judgement
· Proactive and flexible in approach to job duties and problem solving
· Excellent administrative and organizational skills
· Service-oriented
· Positive, creative, ‘can do’ attitude and ability to ‘make it happen’
· Friendly and welcoming team player who is open to feedback.
· Ability to build relationships with homeowners, vendors, guests, and onsite team.
Necessary Skills and or Education
He or she should possess the personal skills necessary to represent Bronze Buffalo Ranch in a professional manner whenever interfacing with guests, owners, and industry peers. Including but not limited to deescalating owner and guest complaints with support from other managers to a mutually acceptable outcome. Typing and computer skills are required which will allow him or her to efficiently communicate with guests, fellow employees, and industry peers. Computer skills will include a working knowledge of Microsoft Word, Excel, and Outlook.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, sit, walk, use hands to finger, handle or feel with hands and arms. This position will require walking for periods throughout the day on uneven surfaces or across company property and into homes. The employee may have to reach above shoulder height or below the waist or lift as required to file or store materials throughout the day. Proper lifting techniques are required. The individual must be able to lift 50 lbs and use proper lifting techniques. Lifting items include but are not limited to packages, luggage, boxes, mail, etc.
Hours of work
Due to the nature of the job, the Front Desk Manager should be flexible with their hours. Weekends and holidays may be required and will be busy with guest arrivals and departures. We encourage all our team members to take 2 days off per week where possible, knowing the Front Desk Manager should always be available in case of an emergency, which includes evenings and on-call.
*Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Victor, ID 83455 (Required)
Ability to Relocate:
- Victor, ID 83455: Relocate before starting work (Required)
Work Location: In person
