Front Desk Manager

As the Front Desk Manager is responsible for the overall financial, service, and process results of the Night Audit operations team. Will act in a manner that ensures associate engagement, guest satisfaction, and financial performance to meet or exceed the Westgate Resorts vision. The Front Desk Manager is an ambassador for the Nigh Audit and will work closely with other department heads to assist in making the property successful.

As the Front Desk Manager, you will:

• Balance all credit cards and transfer on MR
• Supervise multiple Supervisors and Team Members in the Front Office, Guest Services, and Security departments.
• Responsibilities include interviewing, hiring, and training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
• Audit Front Desk work/tasks
• Run rooms report and verify rates
• Perform nightly bucket check
• Check-in and out guests
• Check all Front Desk transactions and make corrections if necessary
• Complete a Night Audit task sheet and pass along from PM Shift
• Provide support to Front Desk team members and leadership team
• Write vouchers, run folios, run calculator tapes on all vouchers, and balance with the daily report in preparation for the accounting department
• Answer telephones when necessary
• Regular attendance as scheduled is necessary
• Generates revenue via the room upgrade program
• Consistently monitors the company service score platform (Medallia) and builds tactics to grow service levels in Medallia, Tripadvisor, and other online platforms
• Working knowledge of e all facets of Hotel Operations front facing departments
• Generate reports requested by senior leadership
• Familiarity with Forbes rating standards and associate training techniques
• Provide training for Front Desk and Night Audit team members
• Resolves guest concerns utilizing luxury and Forbes service standards
• Act as manager on duty for the resort in the absence of senior leadership
• Examines department activities for compliance with management plans and policies.
• Prepares and submits audit findings and makes recommendations to management.
• Other tasks and duties as requested and/or assigned.

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English conversationally. Additionally, the person must possess and adhere to the following core values:

• Integrity
• Passion
• Work Ethic

• Associates degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 2
  years of supervisory experience preferably in hospitality but not required.
• Must be able to work weekends and holidays
• Must be flexible with schedule hours and/or days off
• Valid Driver s License
• Excellent customer service skills
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Why Westgate?

• FREE Epic Local s Season Ski Pass (while supplies last)
• FREE Ski & Snowboard and Mountain Bike equipment Rentals
• Exclusive discounts for Team Member (i.e., hotels, resorts, restaurants, entertainment, etc.)
• $2.00 in meals in Team Member Breakroom
• Comprehensive health benefits medical, dental and vision
• Paid Time Off (PTO) vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Wellness Programs
• Tuition Assistance
• Employee Assistance Program (EAP)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.