Front Office Manage

Front Office Manager – Job Description

Arrowwood Resort & Conference Center
Location: Alexandria, Minnesota
Department: Front Office

Position Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office department and ensuring a high level of guest service. This position manages the front desk team, coordinates guest arrivals and departures, handles guest concerns, and works closely with other departments to ensure smooth resort operations.

Key Responsibilities

• Oversee daily Front Office operations, including check-in, check-out, room assignments, reservations coordination, and guest requests.
• Supervise, schedule, train, and support Front Office team members to maintain consistent service standards.
• Ensure accurate handling of cash, credit card transactions, room charges, and daily front desk reports.
• Monitor room availability, occupancy, arrivals, departures, VIPs, groups, and special guest requests.
• Coordinate closely with Housekeeping to ensure rooms are inspected, clean, and available for arriving guests.
• Work with Sales, Catering, and Operations teams to support group bookings, conferences, weddings, and resort events.
• Handle guest complaints and service issues professionally and take appropriate action to resolve concerns.
• Ensure the front desk is properly staffed and operational during peak periods, weekends, holidays, and special events.
• Review daily reports and ensure accurate communication of important operational information between shifts and departments.
• Monitor and maintain front desk procedures, service standards, and resort policies.
• Assist with training and onboarding new Front Office employees.
• Monitor employee attendance, performance, and adherence to department policies.
• Ensure guest information, keys, payments, and other sensitive information are handled appropriately.
• Maintain cleanliness, organization, and professional presentation of the Front Office and lobby area.
• Assist with emergency situations and follow resort safety and security procedures.
• Identify operational issues and communicate maintenance, technology, or facility concerns to the appropriate department.
• Perform Front Office duties and assist the team during busy periods as needed.
• Prepare or assist with departmental reports, schedules, inventories, and other administrative responsibilities.
• Perform other duties as assigned by the Director of Operations or management.

Guest Service & Leadership

• Lead by example and maintain a professional, welcoming, and service-focused environment.
• Ensure guests receive prompt, courteous, and accurate service throughout their stay.
• Encourage teamwork and effective communication between Front Office and other resort departments.
• Address employee and guest concerns promptly and escalate significant issues to management when necessary.

Job Requirements

• Previous hotel or resort front-office experience, preferably in a supervisory or management role.
• Strong customer service, communication, and problem-solving skills.
• Ability to supervise and motivate a diverse team.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced resort environment and manage multiple priorities.
• Proficiency with hotel property-management systems and standard office software preferred.
• Ability to work flexible schedules, including evenings, weekends, holidays, and peak resort periods.
• Ability to remain professional and composed when handling difficult guest or employee situations.

Pay: $19.00 - $23.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Family leave
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person