Front Office Manager

About the Job

The Front Office Manager oversees the daily operations at the front desk of one of our hotels or lodges in Yellowstone National Park.

REPORTING RELATIONSHIP:

The Front Office Manager reports directly to the Location Manager and indirectly to the Lodging Support Office.

RESPONSIBILITIES:

• To perform all job duties toward the goal of maximizing guest service while simultaneously maximizing corporate profit.
• To ensure each Guest Service Agent is properly trained to deliver efficient, effective service to Park visitors and does whatever it takes to ensure that guests are satisfied with their stay.
• To ensure that the Front Office staff is following the Company’s Ecologix practices.
• To ensure that the Front Office staff complies with all safety guidelines.
• To resolve guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
• To continue the development of all front office personnel throughout the season.
• To enforce policies in the areas of dress, appearance and conduct, established by Xanterra Parks & Resorts and the Lodging Department.
• To regulate shift coverage for optimum effectiveness by scheduling staff according to business levels and labor standards.
• To provide constructive feedback to staff and prepare employee HIG’s and documentation.
• To administer employee incentive programs and motivate staff as necessary.
• To become familiar with and train emergency fire evacuation and safety procedures as needed.
• To ensure all lost and found policies are strictly enforced.
• To complete payroll reports on a daily/weekly basis for all front desk personnel.
• To organize and maintain Front Office records and equipment in accord with Lodging Department policies. To control the inventory of Front Office supplies and forms.
• To provide managers on location with a weekly occupancy forecast to enable them to plan staffing and supply needs for the following week.
• To communicate effectively with all department managers to ensure a smooth running operation.
• To assist other departments as needed and perform other duties as assigned
• In addition, the Front Office Manager's responsibilities include those listed on the Assistant Front Office Manager, Senior Guest Service Agent, Guest Service Agent, Night GSA, and Tour GSA.

SKILLS AND KNOWLEDGE:

• Human relation skills.  Must be a "people-person" who thrives on public contact.
• Performance management skills.
• Strong communication skills.
• Ability to supervise employees.
• Knowledge of CRT keyboard and printer operation.
• Knowledge of Lodging Management Systems computer programs.
• Sales skills.
• Accounting skills.
• Ability to deal with guests when they are angry or upset.
• Ability to work quickly and thoroughly when under pressure.
• Knowledge of park facilities, activities, and features.
• Must be flexible and open to changes in procedures.
• Ability to effectively handle multiple situations.
• Strong organizational and administrative skills.
• Technical knowledge of Front Office operations.
• Knowledge of Company policies and procedures.
• Knowledge of Yellowstone National Park and surrounding communities.

PHYSICAL REQUIREMENTS:

• Able to lift and carry up to 15 pounds.
• Standing for up to eight hours per shift.
• Requires bending, stretching and reaching throughout a shift.
• Working with required chemicals. 

AUTHORITIES:

The Front Office Manager has the authority to recommend changes to improve the operation of the Front Office as it operates within the Lodging Department.
To take necessary steps to ensure excellent guest service.
To respond immediately to any unsafe condition.
 

Application

Xanterra Parks & Resorts (Authorized Concessioner of the National Park Service) is an equal opportunity employer and does not discriminate against any individual in any phase of employment on the basis of race, color, creed, religion, sexual orientation, national origin, ancestry, veteran status, age, disability or any other legally protected status under applicable law. AA/EOE M/F/D/V