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Front Desk Manager

Posted April 27, 2021

Horseshoe Bay Resort
Horseshoe Bay, TX
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About This Job

JOB SUMMARY:

To supervise the front desk, bell staff, concierge, and guest relations, to strive towards total guest satisfaction. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Must be able to perform all front office functions. Responsible for hiring, training, and development of all associates working for the front office operations.

 ESSENTIAL JOB FUNCTIONS:

  • Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
  • Ensures good communications between the departments.
  • Strictly follows bank-out procedures and cash handling procedures.
  • Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
  • Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
  • Leads by example; Provides  high-quality service and impeccable hospitality towards all guests and members.
  • Ensures that recognition programs for both guest and associates are in place and working.
  • Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
  • Communicates with Rooms Manager and Front Desk Supervisors about daily audits and controls, so all are informed about proper procedures.
  • Initiates additional tasks to improve existing procedures and guest satisfaction.
  • Resolves system problems and can operate the system manually. Can lead the staff through a down time.
  • Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
  • Is present in the Hotel Lobby during high traffic times to assist front office staff, and guests and to ensure smooth operations.
  • Has plans and actions in place to meet goals and mission of the company and the hotel.
  • Familiar with sales strategies; communicate daily with reservation sales.
  • Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment.

MINIMUM REQUIREMETS:

  • Minimum age requirement – 18+ (21+ if driving licensed Resort vehicle)
  • Valid driver’s license and ability to meet the requirements of driver insurability as established by the insurance carrier required.
  • Must be able to pass pre-employment drug screen test.
  • High school diploma or equivalent; college degree valuable.
  • Must have previous management experience in hotel front desk or guest services role.
  • Proficient with computers; Microsoft Office and email and ability to learn new software programs quickly. Experience with V-1 and Agilsys preferred.

ADDITIONAL QUALIFICATIONS:

  • Must be well groomed and conform to the hotel’s dress code to include closed toe shoes.
  • Be informed about daily operations and events.
  • Know all frequent guests and members and be familiar with their special requests. Ensure that their needs are met.
  • Be knowledgeable about all emergency plans and know how to act upon them.
  • Have good knowledge about the area and the environment, and surrounding communities.
  • Must be able to comprehend reading materials, speak, read and write English.
  • Maintain a clean, safe and environmentally responsible work environment.
  • Must be able to interact with co-workers and have a sense of TEAM.

BENEFITS FOR FULL-TIME ASSOCIATES:

•Medical, Dental, Vision Insurance

•Paid vacation, paid Holidays

•401k plan

•Long and short-term Disability

•Major Illness Insurance

•Accident Insurance

•Limited access to some resort amenities

•Discounts at all Crescent Hotels & Resorts properties

PERFORMANCE STANDARDS

Customer Satisfaction: 

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: 

The safety and security of our guests and associates is of utmost importance to Crescent.  Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:  

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Horseshoe Bay Resort

200 Hi Circle North
Horseshoe Bay, TX 78657

(830) 598-2511

400 Room Resort

www.hsbresort.com

Our Resort

Resting along the shores of Lake LBJ, Horseshoe Bay Resort's upscale, lifestyle vacation destination, puts you just a short drive from Austin and San Antonio. The picture-perfect Texas Hill Country scenery inspires you to unwind in modern rooms, suites and villas, many with views of the lake. Taste creative local cuisine at our restaurants, play a round on three championship golf courses and enjoy fun family activities, from boating to tennis. Say "I do" with a romantic lakeside wedding, indulge with a day at our resort spa, or host an intimate celebration in one of our scenic outdoor venues.