Front Desk Manager

The Front Desk Manager will work at the front desk greeting, assisting, and providing directions and information to clients, visitors, and other guests of the organization. The Manager will provide strong leadership to the Guest Services Team and lead initiatives that improve customer service, sales and professionalism of the Front Desk team. The Manager, alongside the Guest Service Director, will lead in training staff, sales, and scheduling.

Key Responsibilities:

Customer Service & Front Desk Operations:

• Greet guests in a friendly and professional manner. Perform and assist staff with guest admission, sales, programming, and retail.
• Strive to create welcoming and helpful experiences for all customers. Consistently look for opportunities to create a customer service win and develop lifelong customer loyalty.
• Handle escalated guest concerns and resolve issues promptly.
• Responsible for the operation & trouble shooting of the cashier stations, computers, and phone systems.
• Maintain accurate records of guest interactions, reservations, and payments.
• Manage daily cash change.

Staff Management & Training:

• Manages the Front Desk Attendant’s schedule, assuring efficiency yet appropriate coverage at the Front Desk.
• Identifies training opportunities of Front Desk Attendants and coaches team to follow procedures accurately.
• Assist in monthly/quarterly 1:1 meetings with Front Desk team, which includes providing reviews and feedback, as well as performance management conversations.
• In partnership with Guest Services Directors, develops and implements ongoing staff training, including customer service initiatives.
• In partnership with the Guest Service Directors, recruits, screens, and interviews potential Front Desk Attendant applicants. Assists in the onboarding process and training.

Administrative & Process Management:

• Responsible for the ordering and stocking of Front Desk items such as passes, receipt paper, desk supplies, etc.
• Receives mail, documents, packages, and courier deliveries and distributes items.
• Lead on incident documentation for the Front Desk.
• Act as subject matter expert of emergency protocols.
• Assist Guest Services Director with other initiatives as assigned.

Tuesday – Saturday schedule and required to work 1-2 front desk shifts per week based on scheduling needs. Hours will vary based on Front Desk coverage, Guest Service Directors coverage, and seasonal demand but may include early mornings, evenings, and weekends.

Approx. 50% of hours will be spent at the Front Desk assisting members and guests, as well as providing on-the-go training and support to the team. The other 50% of hours will be on administrative duties such as managing the schedule, team communication, creating training materials, and ordering supplies. This ratio could change based on seasonal demands and staffing.

Required Skills/Abilities:

• 3–5-year customer service experience
• 1-3 years of leadership experience, hiring, managing, and evaluating employees
• Bachelor’s Degree preferred or equivalent work experience will be considered.
• Excellent interpersonal and customer service skills.
• Excellent verbal communication skills.
• Basic understanding of administrative and clerical procedures and systems.
• Ability to operate available equipment, such as cash registers, calculators, or scanners, EMV Terminals, computer systems.
• Proficient with Microsoft Office Suite or related software.

Physical Requirements:

• Prolonged periods standing and working on cash register or related equipment.
• Must be able to lift 15 pounds at times.
• Ability to perform repetitive movements over long periods of time.

What we offer:

• Hourly Rate: $27.00 – $29.00 per hour, based on experience
• Employee Benefits: Full-Time position.
• Complimentary Family Membership to Old Town Hot Springs
• Health, Dental, and Vision Insurance options with 80% premium coverage for employees
• Health Savings Account (HSA) available
• SIMPLE IRA with 3% employer match on contributions
• Employee Discounts on programs and services
• Paid Time Off:
• 80 hours of vacation time accrual per year + 48 hours of sick time accrual per year

Pay: $27.00 - $29.00 per hour

Expected hours: 30.0 – 40.0 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Ability to Commute:

• Steamboat Springs, CO 80487 (Required)

Work Location: In person