Front Desk Manager - Denali Park Village

• Manage and supervise the front desk team, including front desk agents, night auditors, and concierge staff
• Recruit, train, and onboard new employees, ensuring they understand hotel policies, guest service expectations, and operational procedures
• Provide ongoing coaching, feedback, and performance evaluations to promote team development, high morale, and retention
• Develop and manage the front desk schedule to ensure adequate coverage and efficient operations
• Ensure all guests receive exceptional service, from check-in to check-out, addressing concerns or special requests promptly and professionally
• Handle guest complaints and feedback in a calm and effective manner, ensuring satisfactory resolutions
• Collaborate with other hotel departments to ensure a seamless guest experience (e.g., housekeeping, maintenance, food & beverage)
• Oversee VIP guest services, ensuring that special requests or amenities are handled promptly
• Oversee the day-to-day operations of the front desk, including check-in/check-out procedures, room assignments, and guest services
• Ensure front desk procedures are followed accurately, including guest registration, billing, payment processing, and maintaining security of guest information
• Coordinate with tour directors, housekeeping and maintenance to ensure rooms are ready for check-in and handle any special requirements for guests
• Manage room inventory, monitor overbooking, and assist with managing room rates and availability in collaboration with the Reservations Department
• Oversee guest billing and payment processes, ensuring accuracy and compliance with hotel policies
• Assist with resolving billing discrepancies and guest inquiries regarding charges or payments
• Ensure proper usage and operation of the hotel’s Property Management System (PMS), ensuring data is entered accurately and in a timely manner
• Stay updated on the latest software tools and technology enhancements to improve the guest experience and operational efficiency
• Monitor front desk cash handling procedures, ensuring adherence to hotel policies and safeguarding of funds
• Continuously train front desk staff on customer service, brand standards, and hotel policies
• Hold regular team meetings to communicate any changes in procedures, guest feedback, and operational goals
• Ensure that team members are up to date on safety protocols, emergency procedures, and hotel services
• Prepare daily, weekly, and monthly reports on front desk operations, including occupancy rates, guest feedback, and financial performance
• Track and report guest satisfaction metrics, identifying areas for improvement and implementing corrective actions when necessary
• Assist with department budget planning, cost control, and staffing levels

• Minimum of 3-5 years of experience in a front desk or guest services role, with at least 1-2 years in a supervisory or management position in a hotel or hospitality environment
• Experience with hotel Property Management Systems (PMS) and reservation systems is preferred
• Strong leadership and team management skills, with the ability to motivate, guide, and develop a diverse team
• Excellent communication and interpersonal skills, with the ability to interact with guests and staff professionally and effectively
• Strong problem-solving skills and the ability to resolve guest concerns in a timely, effective manner
• Proficient in MS Office Suite (Word, Excel, Outlook) and other hotel management software
• Excellent organizational and time-management skills, with the ability to prioritize tasks and work under pressure
• Ability to stand for long periods of time, as well as sit at a desk or workstation for extended hours
• Ability to lift up to 20 lbs. and perform occasional physical tasks such as stocking supplies or handling luggage
• This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking and standing
• This role may also require uniforms and/or usage of Personal Protective equipment (PPE)

Experience with hotel Property Management Systems (PMS) and reservation systems

• Competitive wages
• Comfortable on-site housing
• On-site gym
• Inclusive meal plan for $16 a day