• Front Desk Manager
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Guest Services Brainerd, Minnesota Minimum Experience
• Manager/Supervisor
• Come work for an iconic resort where quality is priority. Madden's is an award-winning resort, located on more than 1,000 acres, that anticipates the wishes and desires of vacationers and offers them fantastic golf, upscale dining, lakeside spa, tennis, activity programs for children, biking, shopping, and art gallery with painting classes and almost every kind of on-the-water recreation possible in Minnesota, including fishing. Maddens has distinguished itself by an emphasis on gracious hospitality, quality and diversity. Our philosophy is simply to provide the best that Minnesota has to offer. Maddens is currently seeking the position of Seasonal Front Desk Manager for our 2022 Season. This person will oversee the guest service staff and operations, coordinates/plans social groups. The position is designed to service Maddens social guests and families through the coordination and implementation of resort activities.
Duties and Responsibilities:
• Manages the activities at the Front Desk during the second shift.
• Directs staff and ensures communications and follow-up with day shift on any problems, guest requests, or special requirements. Ensures the service quality from the daily operation is continued during the night shift.
• Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone. Reviews late arrivals, next-day early arrivals, and departures to plan for the next days activities.
• Coordinates arrivals, departures, and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Assures that all financial and credit procedures are followed and follows up on credit risks. Reviews all paid-outs, rebates, Petty Cash disbursements, and Direct Billings.
• Checks cashiers work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Takes action in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation.
• Maintain good communication and work relationship in all hotel areas and with internal and external guests
• Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement
• Oversee the daily closing of accounts
• Successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
• Foster and maintain strong, positive relationships with team members across all departments
• Proficient in property management systems
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations and delivering recognition and reward
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and night auditors.
• Act as Manager on Duty. Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
Education/Experience:
• High school diploma or general education degree (GED); or at least 1 year related experience and/or training; or equivalent combination of education and experience.
• Madden's on Gull Lake is an EEO/Affirmative Action/M/F/Veteran/Disabled Employer
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Location Brainerd, Minnesota Minimum Experience Manager/Supervisor