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Front Desk Manager in Training

Posted November 8, 2021

Kalahari Resort & Conventions - Round Rock
Round Rock, TX
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About This Job

Description

Job Summary

The Manager In Training will oversee operation of the Front Office, Housekeeping, and Manager On Duty and work closely with the Assistant General Manager on special projects and assignments.  Responsible for the management, evaluation, and performance of all Rooms Division functions, including Front Office, Housekeeping, KEC, Concierge, PBX, KEC and Bell Staff/Shuttle/Valet Service.  The Manager In Training is responsible to maximize guest service scores and opportunities within the Division.

Qualification Standards

Education Requirements
:  Four-year college degree in hospitality, business management, or related field preferred.

License/Permits Required
: Valid driver’s license.

Knowledge of Computer Hardware or Software
:  Must be proficient in Microsoft Word & Excel software and company approved spreadsheets. 

Previous Experience Required
:  

  • 5 years of progressive hotel/resort experience in full-service properties in excess of 500 rooms. 
  • Previous Rooms Division experience in Housekeeping or Front Desk preferred.
  • Have a broad understanding of the tourism industry and the day-to-day functions of all aspects of a resort. 

Required Skills

  • Must be able to communicate, read, write, and speak English effectively. 
  • Bi-lingual skills are preferred but not required. 

·          Ability to communicate effectively with clients, senior management, and support staff is needed.

  • Ability to present information in one-on-one, small group situations to customers, clients, and other associates and corporate executives of the Resort a must.
  • Knowledge of hotel/resort operations such as room’s management, housekeeping, laundry, maintenance, both in service skills and operations management. 
  • Ability to respond effectively to changing demands.
  • Must be able to frequently communicate and develop rapport with guests and associates and have a working relationship with the resort management team.
  • Ability to work with numbers, manage various spreadsheets and budgets for different departments, and make important fiscal decisions is required.
  • Ability to resolve disputes with guests and associates is required.  

Physical Requirements
:

  • Must be able to work in a stationary position for long periods of times (up to 5 hours)
  • Must be able to frequently move throughout the resort in order to have access to all areas in a large resort.
  • Must have the stamina to work up to 60+ hours per week.
  • Must be able to occasionally work in outdoor weather conditions.
  • Must be able to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. 
  • Must be able to frequently climb, balance, dance, stoop, kneel, crouch, or crawl; and taste or smell. 
  • Must be able to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. 
  • The noise level in the work environment is usually moderate.
  • Special vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
  • Must be able to work and be flexible with all shifts, weekends, and holidays.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Mental Requirements

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
  • Make independent decisions while maintaining strong ethical standards consistent with company policy, rules and the ability to maintain confidential information.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger.  Collect accurate information and resolve conflicts.
  • Must be able to thrive in a fast-paced, energetic environment that is constantly changing based on room occupancy and group business.
  • Needs to be known as a profit-oriented person.

Essential Duties & Functions

  • Regularly monitor and inspect all hotel operations to ensure effective performance.
  • Motivate and lead managers and associates by example.
  • Build team environment and group morale.
  • Be responsible for overseeing all labor cost controls within budgeted limits and occupancy variances to maximize productivity. 
  • Ensure clear communications with all other department heads.
  • Direct day-to-day property operation in the absence of the Assistant General Manager.
  • Work a varied schedule including nights and weekends and participate in the MOD program as needed.
  • Maintain a high visibility with all guests and associates.
  • Be responsible for preparing the property for all quality assurance inspections.
  • Ensure effective operational accountability exists in the Rooms Division.
  • Respond to all guest requests, problems, complaints, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline personnel according to Kalahari SOP’s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Monitor all aspects of the computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the PBX console and ensure that associates maintain Kalahari SOP’s in its use.
  • Ensure staff greet and welcome all guests approaching service areas in accordance with Kalahari SOP’s.
  • Ensure implementation of all Kalahari policies and resorts rules.
  • Follow and enforce all Kalahari credit policies.
  • Perform other duties as requested from Assistant General Manager, General Manager or Owner.
  • Attend and participate in Rooms Division Daily Promise meetings, Manager Meetings, and Rooms Division Meetings.
  • Comply at all times with Kalahari standards and regulations to encourage safe and efficient hotel operations.
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About this Employer

Kalahari Resort & Conventions - Round Rock

3001 Kalahari Blvd.
Round Rock, TX 78665

350 Room Convention Center

www.kalahariresorts.com

Join Our Team

Begin a new career, a #BeyondExpectations #KalahariCareer!

Kalahari Resorts & Conventions is the leader and employer-of-choice in the waterpark resort industry.  Current locations include Wisconsin Dells, Wisconsin (2000), Sandusky, Ohio (2005), Pocono Manor, Pennsylvania (2015) Round Rock, Texas (2020).  With America’s largest waterparks, some of the most dynamic & busiest convention center spaces in the country, signature restaurants and well-appointed rooms, we’re the leader in play, stay, meet and eat.  

Mission Statement 

We promise to deliver products and services beyond expectations.