Front Desk Manager at IDM Hospitality Management – Ephraim, Wisconsin

Summary Scope of Role Primary Functions & Responsibilities

• Greet and welcome guests upon arrival
• Register guests into the computer, verifying reservation, address, and credit information
• Ensure the Guest Service Agents act in accordance with the set forth standard operation procedures
• Focus on revenue management operations and daily inventory assessment.
• Accept payment for guests’ accounts both at the time of registration and at checkout
• Maintain a house bank and make a deposit and accurate report of receipts daily
• Cash checks and exchange currency for guests.
• Supervise and train the front desk associates as needed, ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign specific tasks to front desk agents related to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Provide ongoing training and support to front desk agents.
• Revenue Management daily functions.
• Maintain all front desk related equipment and a par stock of supplies.
• Perform all duties as assigned.

Secondary Functions & Responsibilities

• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Follow-up on credit opportunities.
• Training of all new associates.
• Assist in revenue management daily operations, ensuring reservation systems are open for inventory sale.

Minimum Qualifications

• High School Diploma or GED required.
• 2+ years of hands-on experience in guest services, front desk, or related within the hotel industry is required.
• Prior supervisory experience preferred.

Skills and Abilities

• Basic computer skills. Knowledge of and ability to use Microsoft applications (Outlook, Excel, Word, etc.).
• Excellent verbal and written communication skills. Excellent problem-solving skills.
• Excellent organizational and time management skills and attention to detail.
• Maintain a friendly and professional demeanor, contributing to a positive guest experience and environment.
• Adapt to changing circumstances and guest needs with flexibility and composure.
• Demonstrated skills in supervising a team.
• Building mutual trust, respect, and cooperation among associates and property leaders.
• Ensuring property policies are administered fairly and consistently.
• Consistently reviewing associate satisfaction to identify and address concerns.

What can you look forward to?

• Employer Sponsored Health and Dental plans
• Employer Funded Short Term Disability and Life Insurance
• Employee assistance program
• Vision and other voluntary coverages available
• Generous Paid Time Off (PTO)
• 401(k) retirement plan with company match
• Hotel room discounts nationwide

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.