AM Front Desk Manager

Duties and Responsibilities

• Serve as the primary resource for Front Desk and Reservation Agents who need technical assistance or guidance in achieving excellent guest satisfaction.

• Ensure Front Desk and Reservation staff are consistently informed about room availability, occupancy, and reservation status.

• Respond to guest reservation requests promptly and provide courteous, accurate, and professional service at all times.

• Oversee reservation department systems to ensure accurate handling, tracking, and monitoring of incoming phone calls.

• Maintain the department's approved quality assurance standards, including rates, deposits, property descriptions, activity tables, and reservation letters.

• Manage staff scheduling to ensure adequate coverage and efficient daily operations.

• Train, coach, and mentor Front Desk and Reservation staff to improve performance, reinforce service standards, and support professional development.

• Handle escalated guest complaints and concerns professionally, working toward timely and satisfactory resolutions.

• Monitor daily staff performance to ensure productivity, accuracy, attendance, and compliance with departmental standards.

• Coordinate with other departments, including Housekeeping, Maintenance, and Reservations, to ensure smooth operations and a positive guest experience.

• Support the team in maintaining high standards of customer service, professionalism, and operational efficiency.

• Perform other duties as assigned.

Schedule

• First Shift: 7:00 AM–3:00 PM

• Must be available to work weekends and holidays.

Requirements and Qualifications

• Previous supervisory or management experience.

• Previous Front Desk, Reservations, or Contact Center experience.

• Professional attitude and appearance at all times.

• Ability to work effectively in a fast-paced environment.

• Excellent verbal and written communication skills.

• Ability to handle guest complaints and resolve concerns professionally.

• Familiarity with Microsoft Office and Google Docs.

• Strong multitasking, organizational, and time-management skills.

• Ability to train, coach, motivate, and lead a team.

• Strong problem-solving and decision-making skills.

• Dependable, punctual, and able to maintain reliable attendance.

• Strong teamwork skills and a commitment to providing exceptional guest service.

• Reliable transportation and availability to work weekends and holidays.

What We Offer:

• On Demand Pay- Get Paid the Same Day you Work!
• Fun and Exciting Work Environment!
• FREE Waterpark Park & Theme Park Passes (based on resort occupancy)
• Flexible Schedules!
• Employee discounts on hotel rooms, retail and food
• Company-wide outings
• Employee Referral Program
• Full Time Employees are Eligible for Benefits:
• Health Insurance, Dental Insurance, FSA Health & FSA Dependent Care after 60 Days of Employment
• 401K and Paid Time Off after 1 Year of Employment

For more information about our property, visit our website: https://www.mtolympuspark.com/

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