Sorrel River Ranch Resort & Spa · 6 days ago
Front Office Manager (Luxury Ranch & Resort)
Moab, UT
Full-time
Onsite
Mid LevelSorrel River Ranch Resort & Spa is a luxury property located along the scenic Colorado River. The Front Office Manager will oversee the front office operations, ensuring high standards of guest service and satisfaction while managing the team and daily operations.
Hospitality
No H1B
Responsibilities
Supervise all department personnel demonstrating high leadership skills, model behaviors, and exemplary actions
Manage and motivate all Guest Experience Makers, Guides/Tours, Spa Therapists, and Reservations, with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. Understanding and anticipating each guest’s wants and needs. Helping co-workers goes beyond exceeding guests’ wants and needs
Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue
Compile and prepare financial reports, including the rate and availability calendar. Be 100% responsible for Revinate, Synxis, Akia, Mews Expedia and all other OTA’s and third-party booking engines
Conduct daily, weekly department meetings
Be responsible for recruiting, onboarding, training and hiring of all Front Office personnel
Direct department training programs include Orientation, New Hire Training, EI Certification, Train-the-Trainer, Ongoing Training, and Performance Evaluations
Plan, assign, and direct various department tasks and projects assigned
Demonstrate knowledge of, adherence to, and enforcement of all SRR standards
Supervise and assist staff with basic functions such as:
Process guest check-in and check-out smoothly and correctly
Enforce and execute all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billing
Deliver all guest messages, mail, and packages in a timely manner
Ensure that accurate guest and room status information is maintained and effectively communicated by completing thorough reviews as assigned
Operate front desk equipment including but not limited to phone system, MEWS - Property Management System (PMS), Central Reservation System, copier, calculator, fax, internet systems and printers
Maintain consistent communication, especially with housekeeping and engineering departments
Complete necessary shift paperwork and ensure accuracy on shift checklist, logbook, courtesy call back log, and all other forms or checklists assigned
Execute Standards – making sure we always comply
AM/PM Checklist
Guest Request Log
Telephone Log
Experience Log – BLM report
Audit the Key Log Weekly Guest billing, disputes, and inquiries
Creation of checkbook and maintaining/reviewing Rooms Department Expenses
Reservation management – ensuring arrivals have been reviewed, deposits have been taken, understand what corporate accounts are arriving
Resolve guest problems quickly, efficiently, and courteously. Meeting and exceeding each guest’s want and needs
Maximize hotel profitability
Use and practice suggestive selling techniques to increase revenues
Maintain, monitor, and update group information on the hotel’s records, as necessary
Be well acquainted with all area attractions, current events, directions, and competition in the local community
Maintain knowledge of all available Hotel, F&B, and Experiences packages, promotions, and details
Perform essential front desk duties and responsibilities which include working desk shifts
Develop and execute projects including identifying the necessary tasks and deadlines, assigning them to appropriate people, and following-up as needed to ensure effective and timely completion
Participation as Manager on Duty as assigned
Attend required meetings and pre-shift meetings
Communicate with guests and employees both verbally and in writing to answer questions and provide clear directions in advising and instructing staff in the details of work
Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information
Effectively communicating with other department heads, teamwork is the network for success
Counsel, in a timely manner, individual department members who are not performing adequately
Provide security for guests, employees, and property by adhering to security procedures for guest room keys and master keys
Understanding all hotel emergency procedures
Reporting any suspicious activity to management
Performs all other duties assigned
Qualification
Required
Having a smiling and happy attitude
Powerful desire to lead and motivate employees
Judgment and speed in decision making
Professionally manage multiple tasks and demands simultaneously
Mindfulness
Attentive and friendly listener
Sincere desire to provide exceptional customer service
High ethical standards
Availability and dependability in meeting a work schedule
Communication: Ability to read, write and speak English
Mathematical: Ability to add, subtract, multiply, and divide. Calculate figures and amounts such as discounts and count cash
Technical: Ability to operate and control equipment such as computers, switchboard, radio, copy / fax machines etc
Physical: Required to stand for prolonged periods of time
Availability: Must be able to work a varied schedule including nights, weekends, and holidays
Valid driver's license
Preferred
Prior hospitality experience
Company
Sorrel River Ranch Resort & Spa
Sorrel River Ranch Resort and Spa is a 240 acre riverside oasis, Where Luxury Meets Adventure.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase