Job Description

Front Desk Manager

The Front Desk Manager is responsible for management of the Front Desk Department at Crystal Mountain.


Job Duties and Responsibilities

·         Oversee all facets of front office operation

·         Provide exceptional guest service to all guests, setting the standard for front desk staff

·         Maximize revenue and occupancy by accurately selling rooms (i.e. walk-ins), up selling during check in, and by making future reservations at check out.

·         Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores.

·         Control labor costs & expenses, and maximize profitability within all areas of the front office.

·         Supervise and mentor front desk staff to include recruitment, training, performance management, counseling and other employee relations issues.

·         Manage shift coverage through scheduling and work assignments

·         Maintain procedures for credit control and handling of financial transactions.

·         Conduct inventories and performs purchasing duties as needed.

·         Ensure all associates have the tools needed to successfully perform their assigned duties.

·         Ensure cleanliness and organization of all work space and storage areas.

·         Monitor all V.I.P.'s, special guests and requests.

·         Review Hot Sheet on a daily basis.

·         Log all absenteeism and employee lateness.

·         Oversee bi-weekly payroll, completing time edits as necessary.

·         Monitor Resort Shuttle Reservations for accuracy.

·         Run accurate and relevant reports and actively participates in appropriate resort meetings and suggests promotions. 

·         Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.

·         Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

·         Assist Front Desk Agents with check-ins and check-outs, confirm that all SOP’s are being followed properly.

·         Work closely with housekeeping regarding daily room status.

·         Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.

·         Ensure correct and accurate cash handling at the Front Desk.

·         Attend weekly manager and function sheet meetings and any other functions required by management.

·         Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

·         Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

·         Train employees in emergency procedures.

·         Other duties may be assigned.


Job Specifications


  • Previous supervisory experience required.
  • Minimum of two or more years Front Desk Agent experience or commiserate skill sets.
  • Prior experience with Springer Miller (SMS), Microsoft Excel, Word, Access, Outlook required.
  • Advanced Microsoft Excel, Word and Outlook skills required.
  • Ability to effectively present information in one-on-one to customers, clients, and other employees of the organization.
  • Clear and concise verbal communication skills.
  • Self-directed and able to maximize use of time, resources and technology.
  • Able to analyze, interpret and present data in various formats.
  • Able to work with computers, faxes, copiers, scanners and various other technologies in offices and on resort.
  • Dependable and meets goals.
  • Exemplifies professional conduct and adherence to company Core Values.



  • High School diploma or equivalent required. Associates degree preferred.
  • Combination of education and experience that enables performance of all aspects of the position.


Physical & Other Requirements:

·         While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms.

·         The employee must regularly lift and /or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

·         Evenings, weekends and holidays are a regular part of the schedule.

·         Must have excellent attendance and conduct record for consideration.

·         Must have unrestricted and insurable driving record.

·         Pre-employment background check, survey and reference checks required.

  • Non-smoking candidates preferred.

Company Info

Zip/Post Code