Front Office Manager

Horseshoe Bay Resort, in the heart of the Texas Hill Country, is an exceptional, uniquely Texas, AAA-four diamond lakeside resort. Our Associates are the reason we deliver superior customer service and have been named as one of the Best Resorts in Texas. If you know how to deliver five star customer service with genuine Texas hospitality, then we would love to have you as part of the team!
To supervise the front desk, bellstaff, concierge, guest relations, and AYS to strive towards total guest satisfaction. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Must be able to perform all front office functions. Responsible for hiring, training, and development of all associates working for the front office and AYS.
Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
Ensures good communications between the departments.
Strictly follows bank-out procedures and cash handling procedures.
Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
Leads by example; Provides a high-quality service and aggressive hospitality towards all customers.
Ensures that recognition programs for both guest and associates are in place and working.
Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
Communicates with front desk managers and front desk supervisors about daily audits and controls, so all are informed about proper procedures.
Initiates additional tasks to improve existing procedures and guest satisfaction.
Resolves system problems and can operate the system manually. Can lead the staff through a down time.
Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
Is present in the Hotel Lobby during high traffic times to assist front office staff, and guests and to ensure smooth operations.
Has plans and actions in place to meet goals and mission of the company and the hotel.
Be familiar with sales strategies; communicate daily with reservation sales.
Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment.

High school diploma or equivalent.
1-2 years experience Hotel Front Desk experience.
Previous supervisory or shift lead experience preferred.
Ability to keep up with knowledge about daily operations and events.
Know all frequent customers and be familiar with their special requests, and ensure that their needs are met.
Be knowledgeable about all emergency plans and know how to act upon them.
Have good knowledge about the area and the environment.
Must be able to comprehend reading materials, speak, read and write English.
Maintain a clean, safe and environmentally responsible work environment.
Must be able to interact with co-workers and have a sense of TEAM.

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