About the role
Mt. Olympus Resort in Wisconsin Dells is hiring FULL-TIME 2nd Shift Front Desk / Reservations Manager!
Schedule: 2nd Shift: 4:00 PM – 12:00 AM
Must be available to work weekends and holidays.
Pay Rate: $20.00–$25.00 per hour
Job Summary
Mt. Olympus Water & Theme Park Resort is seeking a motivated, customer-focused, and dependable 2nd Shift Front Desk/Reservations Manager to oversee evening Front Desk and Reservations operations. This position is responsible for ensuring smooth daily operations, providing excellent guest service, supervising and supporting team members, and handling guest concerns in a professional and timely manner.
Duties and Responsibilities
* Serve as the primary resource for Front Desk and Reservations Agents who need technical assistance or guidance in achieving excellent guest satisfaction.
* Ensure Front Desk and Reservation staff are consistently informed about room availability, occupancy, and reservation status.
* Respond to guest reservations requests promptly and provide courteous, accurate, and professional service at all times.
* Oversee reservation department systems to ensure accurate handling, tracking, and monitoring of incoming phone calls.
* Maintain the department's approved quality assurance standards, including rates, deposits, property descriptions, activity tables, and reservation letters.
* Oversee staff scheduling to ensure adequate coverage and efficient daily operations.
* Train, coach, and mentor Front Desk and Reservation staff to improve performance, reinforce service standards, and support professional development.
* Handle escalated guest complaints and concerns professionally, working toward timely and satisfactory resolutions.
* Monitor daily staff performance to ensure productivity, accuracy, attendance, and compliance with departmental standards.
* Coordinate with other departments, including Housekeeping, Maintenance, and Reservations, to ensure smooth operations and a positive guest experience.
* Support the team in maintaining high standards of customer service, professionalism, and operational efficiency.
* Perform other duties as assigned.
Requirements and Qualifications
* Previous supervisory or management experience.
* Previous Front Desk, Reservations, or Contact Center experience.
* Professional attitude and appearance at all times.
* Ability to work effectively in a fast-paced environment.
* Excellent verbal and written communication skills.
* Ability to handle guest complaints and resolve concerns professionally.
* Familiarity with Microsoft Office and Google Workspace (if applicable)
* Strong multitasking, organizational, and time-management skills.
* Ability to train, coach, motivate, and lead a team.
* Strong problem-solving and decision-making skills.
* Dependable, punctual, and able to maintain reliable attendance.
* Strong teamwork skills and a commitment to providing exceptional guest service.
* Reliable transportation and availability to work weekends and holidays.
Ideal Candidate
The ideal candidate is an experienced hospitality professional with strong leadership abilities and a passion for customer service. They should be confident in supervising employees, managing guest inquiries, resolving escalated concerns, and ensuring that Front Desk and Reservations operations run efficiently.
Work Environment
Work in a fast-paced, guest-focused resort environment that requires strong communication, teamwork, and multitasking skills. The position involves regular interaction with guests, employees, and other departments while maintaining high standards of customer service and operational efficiency.
What We Offer:
* On-Demand Pay – Get paid the same day you work!
* Fun and exciting work environment!
* FREE Water Park and Theme Park passes (based on resort occupancy).
* Flexible schedules.
* Employee discounts on hotel rooms, retail, and food.
* Company-wide employee outings.
* Employee Referral Program.
* Full-time employee benefits: * Health, dental, and vision insurance. * Flexible Spending Account (FSA) for healthcare and dependent care. * 401(k) and Paid Time Off after one year of employment.
For more information about our property, visit our website: https://www.mtolympuspark.com/