Front Services Manager - Kahana Falls Resort

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To participate in and oversee the daily operation of the front desk and ensure the delivery of excellence to our internal/external customers and assist General Manager with daily duties.

Reports to / Supervision Received:

• Indirect Reporting Relationship: Director of Resort Operations

Job Expectations:

1. Spot-check audit reports for accuracy and delegate corrections to appropriate personnel.
2. Handle front office employee complaints, problems, and work performance issues—following up on the same.
3. Address guest problems that are beyond the front desk clerk's jurisdiction.
4. Plan and implement all procedures and policies concerning front desk operations.
5. Ensure all reports are completed in a timely manner at month's end.
6. Coordinate all work projects to be done as side work by the front desk.
7. Coordinate all upgrades, ensuring payments are made immediately and guests are satisfied; handle actual encounters with guests whenever necessary.

Essential Functions:

1. Perform exceptional customer service
   • Greet and attend to guests
   • Ensure a smooth check-in and check-out procedure
   • Accommodate guest needs
   • Distribute mail
2. Maintain accounts
   • Check balance accounts
   • Daily reconciliation
   • Monthly deposits
   • Prompt and professional
3. Correct/follow up with guest requests
   • Identify problems and correct through appropriate departments; follow up
4. Inventory Control
   • Manage keys and gate cards
   • Maintain uniforms and nametags.
5. Reservations
6. Employee Supervision and Development
   • Assume leadership role
   • Train new employees
   • Schedule staff
   • Order supplies
   • Recruit new employees
   • Discipline and reward GSR
   • Problem-solving
   • Budget management
   • Payroll
7. Other tasks as required by General Manager.

Knowledge, Skill, and Experience:

1. High school diploma or equivalent
2. Minimum Experience required:
   • 2+ years in the management field
   • Previous hotel experience preferred
3. Skills Required:
   • Good oral and written communication skills
   • Ability to multi-task
   • Excellent interpersonal and leadership skills

Physical Job Description

Typical Working Conditions:

• Exposure to chemicals and elements of the local environment.

Equipment Used:

• Computer, phone, mouse, keyboard, calculator, copier, fax machine

Essential Physical Tasks:

• Ability to stand while using the computer or phone and completing work-related tasks.

Trading Places International reserves the right to modify and update this Position Description as needed.