Job Description

Job Details
Enchantment Resort - Sedona - Sedona, AZ
Full Time
4 Year Degree
Varies including nights and weekends
Hospitality - Hotel

Basic Function: Oversees and manages the Front Desk. Ensures the highest level of guest service and maximizes occupancy and professionalism amongst all employees.

Work Performed:

  1. Supervises and supports the Front Desk to ensure compliance with resort objectives, policies and procedures
  2. Maintains maximum occupancy levels and the highest average room rates and revenue
  3. Ensures consistency with proper check-in and check-out procedures by Front Desk Agents
  4. Supervises all training for Front Desk in accordance with the product description and other standards from Preferred, Coyle, etc.
  5. Effectively supervises all Front Desk employees to include coaching and counseling, and disciplinary action as necessary
  6. Interviews and hires new staff as necessary for the department
  7. Conducts performance reviews as necessary for the department
  8. Conducts continuous service standards training to ensure consistent guest experience at high quality
  9. Reviews daily checklists to ensure proper documentation, follow through of billing procedures, and resort policies
  10. Reviews daily emergency reports, log books, trace reports, credit card authorizations, etc.
  11. Reviews room rate reports and any special requests are noted and upgrades are completed, with welcome letters and itineraries attached
  12. Maintains all areas that have group information on resumes and in group folders
  13. Checks all group billing information, group masters, etc. to ensure routing is set up correctly to allow a 3-day billing turn around
  14. Oversees and monitors all cash and credit procedures as related to the Front Desk
  15. Ensures all cash handling procedures are followed consistently
  16. Monitors and promotes Front Desk incentive plans
  17. Ability to deal effectively with all departments, regular communications with Guest Services Manager, Director of Guest Services and all department managers
  18. Maintains proper communication with Housekeeping to ensure guest satisfaction
  19. Maintains master key control for owners’ residences, through the MOD keys
  20. Resolves guest problems quickly, efficiently, and courteously
  21. Supports staff to ensure guests needs and requests are handled and followed through
  22. Hold monthly department meetings to review resort events, departmental policies and procedures and maintain high level of moral
  23. Informs staff of new changes and policies as necessary
  24. Maintains rapport with outside vendors and ensure standards are being upheld
  25. Other duties as assigned

Supervision Exercised: Guest Services Agents

Supervision Received: Guest Services Manager and Director of Guest Services

Responsibility & Authority:

  1. Ability to maintain a high level of guest service at all times in all guest services areas
  2. Upholds the resort commitment to hospitality
  3. Acts as Manager on Duty as required
  4. Works closely with all departments to ensure guest service levels are being met

Minimum Requirements:

Bachelor’s degree from four-year College or university; or equivalent related work related experience and/or training. Prefer 1+ year’s prior supervisory skills and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills.

Physical Requirements:
45% Sitting
65% Walking, standing and bending
Lifting/Carrying up to 25 lbs.
Hearing and Manual dexterity
Distance vision 1-3 feet
Ability to drive golf cart on occasion as necessary


Application Instructions

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