Come live and work at Crater Lake!
We are actively seeking candidates for our Summer 2018 Team who are looking to take a break from the daily grind and step into the peaceful environment of one of the world's oldest national parks.
Our operation features 2 separate areas within the Park - Rim Village and Mazama Village. We have 3 dining facilities, 3 retail outlets, a campground, cabins, and lodge. We also offer daily boat tours for our guests.
Southern Oregon offers diverse recreational opportunities for your days off - we have deserts, rainforests, mountains, marshes, and the Pacific Ocean is only a few hours away. Of course, the gem of the entire region is Crater Lake!
Summary: The Front Office Manager is responsible for all aspects of the historic 73-room Crater Lake Lodge Front Desk operation. Coordinates front office activities and staff to ensure a positive guest experience. Provides information to guests and staff in a courteous, enthusiastic, and efficient manner. Makes knowledgeable and informed decisions to ensure a smooth operation. **A high level, working knowledge of OPERA is required for this position.**
Essential Duties and Responsibilities:
-Performs all duties with the ultimate goal of providing exemplary guest service.
-Performs all duties with respect to the Company’s Core Values, Mission Statement, and guest service standards.
-Reports to the Location Manager in all areas of lodging systems, policies and procedures.
-Reports to the Location Manager in scheduling, staffing, and budgetary areas.
-Schedules Guest Service Agents and Bell Staff in a consistent and fair manner to ensure proper coverage of necessary functions. Submits schedule to Location Manager for approval in a timely manner in order to comply with Oregon state law.
-Reports to the Location Manager regarding customer service needs. Ensures that all complaints are addressed immediately and rectified prior to the guest leaving Crater Lake.
-Performs all job duties toward the goal of maximizing guest service while simultaneously maximizing profit.
-Manages (plans, directs, supervises, evaluates, rewards, and disciplines) all tasks performed by front office personnel including labor.
-Develops and maintains positive relationship with all National Park Service (NPS) personnel.
-Maintains positive and professional communications at all times, with all persons, face-to-face, via phone, via email, and via radio.
-Approves daily time in Kronos for all front desk staff.
-Trains and supervises front desk and bell staff personnel. Knows all related job functions of both, including boat tour information.
-Coordinates with Human Resources Manager in scheduling Relief Night Guest Service Auditor.
-Balances guest and deposit ledgers daily in Opera PMS.
-Maintains open and positive communications with other departments to ensure coordination and efficiency of hotel activities, functions, and operations.
-Responsible for daily room blocking and ensures that guest requests are handled efficiently.
-Answers inquiries pertaining to hotel policies, services, and reservations for rooms, tour/transportation needs and outside activities.
-Greets VIP guests and keeps Location Manager, Assistant General Manager, and General Manager informed of all unusual or important happenings.
-Follows Company policy and procedures, as well as Location Manager guidelines, on refunds and other guest compensation.
-Resolves guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
-Handles all phases of group tour arrivals to provide a smooth and orderly flow of guests. May include meeting group tour escorts, tour check-in, collecting money and fees, preparing vouchers, and rooming lists.
-Coordinates bell staff in the dispatching and receiving of all buses/vans as they arrive and leave, or assigns responsible Guest Service Agents.
-Follows all cash handling procedures per Accounting policies. Ensures that all Guest Service Agents follow all cash handling procedures. Responsible for a cash bank.
-Addresses all job performance issues by coaching, mentoring, performing corrective action of all Front Desk staff, including Bell staff.
-Coaches all Front Desk staff in acting as the secondary eyes and ears of public safety for the Lodge.
-Has, or obtains upon arrival, knowledge of Crater Lake National Park and all of its facilities and activities so that information passed to guests is informative and accurate.
-Performs other duties as assigned, including working in other departments, with positivity and professionalism.
-Ensures each Guest Service Agent is properly trained to deliver friendly, efficient, effective service to Park visitors.
-Continues the development of all Guest Service personnel throughout the season.
-Adheres to and enforces policies in the areas of dress, appearance and conduct, established by the Company.
-Regulates shift coverage for optimum effectiveness by scheduling staff according to business levels and labor standards.
-Provides constructive feedback to staff and prepare employee How’s It Going (HIG) forms and documentation.
-Facilitates daily communications with staff to ensure motivation and enthusiasm.
-Maintains working knowledge of emergency fire evacuation and safety procedures as needed and attends meetings as required.
-Ensures all NPS lost and found policies are strictly enforced at all times.
-Ensures all PCI Compliance guidelines are trained, followed, and enforced.
-Completes payroll reports on a daily/weekly basis for all front desk personnel.
-Delegates tasks while leading by example.
-Performs all duties with consideration of the Company’s environmental commitment. Motivates staff in these initiatives as well.
-Ensures that the all staff is trained and complies with safety guidelines. Performs all duties in a safety conscious manner. Maintains a safe workplace. Reports all safety issues or potentially hazardous situations to the appropriate manager in a timely manner.
-Organizes and maintains front office records, paperwork, and equipment in accordance with department policies.
-Controls the inventory of front office supplies and forms.
-Provides managers on location with a weekly occupancy forecast, including to enable them to plan staffing and supply needs for the following week.
-Attends department meetings as scheduled by the Location Manager.
-Front Office Manager's responsibilities include those listed on the Guest Service Agent job description.
-Participates in Manager on Duty Program as required by the General Manager.
Supervisory Responsibilities: The Front Office Manager directly supervises the Guest Service Agents and Bell staff.
Qualifications, Experience, Physical Demands:
-Prior experience in seasonal hospitality, especially National Park(s) highly preferred.
-Working knowledge and proficiency in Opera System required.
-Ability to remain positive, enthusiastic, and upbeat, especially at peak business times and during times of stress required. Must be a “people person”.
-Ability to communicate effectively and accurately in a diverse environment.
-Relevant degree or equivalent experience highly preferred.
-Prior experience in a management/supervisory role required.
-Knowledge of Crater Lake National Park highly preferred.
-Ability to work productively and reliably while unsupervised required.
-Demonstrated ability to work in an organized, detail-oriented, accurate, efficient, and personable manner at all times.
-Ability to remain flexible and teamwork-oriented.
-Working knowledge of Microsoft office and other administrative tools, such as fax/scan equipment, highly preferred.
-Physically able to: repeatedly climb and descend stairs throughout workday, stand in a small area for up to several hours in a single shift, perform all duties while only getting only those breaks as required by Oregon state law, lift up to 15 pounds, perform duties on computer screen throughout entire shift, bend/stretch/reach/lift as required throughout the workday.