Front Desk Manager

The Front Desk Manager will lead a team that creates a warm, inviting, and memorable experience for our owners and guests. This position will directly oversee the front desk, night audit, and PBX Agents. This individual will participate in the hiring, training, development, compensation, evaluation, and supervision of all Front Desk and PBX personnel. Additional responsibilities include ongoing training, coaching, and counseling. This individual will ensure the staff's commitment to maintaining service expectations through observation, communication, and recognition. This Front Desk Manager will serve as a role model, develop talent, and provide staff support in handling complex situations. Other activities include folio research, posting, discrepancies, and any related cash handling issues. The Manager will confer with other departments to coordinate and follow up on all guest information. Maintains a high and visible profile by being in the lobby during peak check-in hours.

COMPANY BENEFITS:

• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture

ESSENTIAL DUTIES AND TASKS:

• Ensures the success of front desk specialists and PBX. Drives front desk processes to enhance the guest experience and maintain brand integrity. Measures success in terms of the metrics available.
• Ensures that all operational processes are followed and company rules and Policies are adhered to. And all behavioral standards meet and/or exceed expectations. Ensures timely verbal and written communication with employees.
• Supports hiring, assignment, training, motivation, development, and coaching of personnel. Recognizes and rewards excellent performance the moment as possible.
• Review and respond to guests' comment cards from Medallia, RCI, IHG Heartbeat, and Expedia. Ensures timely verbal and written communication to guests. Review the guest comments with the team members.

QUALIFICATIONS:

• 3 to 5 years of leadership experience in the Hospitality industry or a related industry.
• Ability to manage a large team.
• Working within the IHG hospitality portfolio is a plus
• A bachelor's Degree in hospitality or business management is a plus.
• Must develop and maintain comprehensive knowledge of resort policies, procedures, and operations, and ensure communication of relevant information as required
• Must possess a sincere dedication to provide an unsurpassed level of owner and guest satisfaction
• Must demonstrate a commitment to the continuous development of his/her team.
• Must have a high degree of judgment.
• Must have demonstrated exceptional verbal and written communication skills.

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We're committed to growing our people, memberships, resorts, and guest love. That's why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we're looking for you.