Front Desk Manager

CALL CENTER/FRONT MANAGER at Destination Geneva National

Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center/Front Desk (CCFD) Agent, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse, which overlooks three championship golf courses and serene Lake Como. Our Front Desks are located at the Geneva National Clubhouse and our 146-room hotel, Lodge Geneva National. This role will require you to work at both locations.

The CCFD Manager will work with the Director of Rooms to hire and train CCFD associates and monitor their progress as well as help oversee Night Audit, Security, Bellhop and Shuttle staff. This role also is responsible for reviewing upcoming reservations, noting special occasions or preferences, and coordinating with Housekeeping, F&B, and Golf departments to ensure personalized touches are ready before guest arrival. This position may be structured as either full-time or part-time based on candidate availability.

JOB RESPONSIBILITIES

Primary responsibilities include, but are not limited to the following:

• Oversee Room Reservations, holding all staff members accountable to policies and standards.
• Maintain a high level of guest service through hiring, training, and developing an empowered team that can anticipate and react to guest needs.
• Train new staff on PMS systems (e.g., Versa, Kipsu, Open Table), opening & closing procedures, and guest service standards.
• Support Reservations staff with guest concerns/complaints, and handle guest concerns in accordance with company’s best practices.
• Hire, train, schedule & oversee Night Audit, Security, Bellhop, and Shuttle staff, who are integral to CCFD operations.
• Understand Housekeeping demands, working together as one customer service team.
• Communicate workflow, priorities, and needs daily to the Revenue Manager.
• Identify operation issues and suggest possible improvements to better the guest reservation experience.
• Ensure the fiscal goals of the Call Center team are met by minimizing rate discrepancies and maximizing room revenue through room upgrades and other incidentals.
• Ensure proper coverage levels and scheduling in the Call Center that will create an equilibrium balance between labor expense and phone coverage/hold time.
• Monitor OTAs and online bookings, ensuring all reservations are properly entered into the Property Management System.
• Help oversee Stay and Play bookings.
• Work with the Golf and Food & Beverage teams to ensure all guests are given the best possible experience.
• Ensure all guests are being treated in an efficient and courteous manner.
• Ensure all reservations quality standards are complied with and that policies and procedures are consistently applied.
• Perform Hotel Room walks to ensure guest rooms do not have maintenance needs and are presented in a manner that meets/exceeds company standards.
• Maintain cleanliness and order of the office, file cabinets, Front Desk and outside areas of the Clubhouse.
• Prepare reports and analyze data to assist in determining call center goals. These reports will include, but are not limited to, revenue/occupancy reporting, housekeeping, and maintenance reports.

SUPPORTIVE FUNCTIONS

• Assist in the daily maintenance of room inventory to achieve optimal levels or revenue while maintaining high levels of guest expectations.
• Perform other projects as requested while maintaining normal job priorities.
• Preparing reports and analyzing data to assist management with meeting preparation and goal setting.
• Attend necessary weekly, monthly, and quarterly meetings.
• Working with other departments within the resort, which could include assisting in Housekeeping, F&B, Golf, or Banquets.

WORKING CONDITIONS AND PHYSICAL DEMANDS

• Use of computer keyboard and telephone
• Interact verbally in person, on the phone, and online
• Extended periods of time standing at the front desk or sitting at a desk
• Access to meeting rooms & golf courses
• Occasional light lifting and event set-up
• Software to include but not be limited to Microsoft Office/Suite, Visual One, Open Table, and EZ Links.

Why Destination Geneva National?

Specializing in the golf club lifestyle, the privately owned Destination GN hosts 54 holes of signature golf by Palmer, Player and Trevino, award-winning dining and event venues, a lakeside driving range, sprawling semi-private Clubhouse with sweeping verandas, and sleek on-course executive suites and cottages plus the 146-room Lodge Geneva National. Tee up a career at Southeast Wisconsin’s premier golf resort and set the stage for celebration. Learn more at www.desinationgn.com.

FULL-TIME/YEAR-ROUND BENEFITS

• Competitive salary and performance-based incentives.
• Company-sponsored medical, dental, vision, short-term disability, and life insurance.
• 401K
• Paid Time Off
• Pay as you earn/daily pay available.
• Opportunity to work in a stunning resort setting with access to recreational facilities.
• Encouraging and supportive work environment that values creativity and teamwork.
• Potential for professional growth within a dynamic hospitality organization.

All seasonal and year-round staff receive benefits including complimentary golf, discounts at our dining facilities and Pro Shop, reduced greens fees for your foursome, special hotel rates for friends & family, monthly associate golf tournaments, and more. All staff benefit from the option for pay-as-you-earn with Dayforce Wallet.

NOTE: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g., emergencies, changes in workload, rush jobs or technology developments) dictate.

Destination Geneva National is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.

Job Type: Part-time

Benefits:

• 401(k) matching
• Employee assistance program
• Employee discount
• Flexible schedule
• Life insurance
• Professional development assistance

Work Location: In person