About the role
AM Front Desk Manager
Duties and Responsibilities
* Serve as the primary resource for Front Desk and Reservation 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 reservation 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.
* Manage 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.
Schedule
* First Shift: 7:00 AM–3:00 PM
* Must be available to work weekends and holidays.
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 Docs.
* 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.
What We Offer:
* On Demand Pay- Get Paid the Same Day you Work! * Fun and Exciting Work Environment! * FREE Waterpark Park & Theme Park Passes (based on resort occupancy) * Flexible Schedules! * Employee discounts on hotel rooms, retail and food * Company-wide outings * Employee Referral Program * Full Time Employees are Eligible for Benefits: * Health Insurance, Dental Insurance, FSA Health & FSA Dependent Care after 60 Days of Employment * 401K and Paid Time Off after 1 Year of Employment
For more information about our property, visit our website: https://www.mtolympuspark.com/