Job Description

The Front Desk Manager is responsible for overseeing all aspects of the front desk and the resort marketplace operations to ensure exceptional guest satisfaction and efficient resolution of guest concerns. This role involves managing personnel, maintaining operational budgets, and ensuring adherence to organizational policies and procedures.

As a Front Desk Manager, you will:

• Monitor and manage all facets of front office operations to ensure efficiency and effectiveness.
• Resolve guest complaints promptly and efficiently to maintain high levels of guest satisfaction.
• Ensure room amenities and services meet guest expectations.
• Produce room forecasts and maintain operational budgets to optimize resources.
• Review nightly audits to guarantee accuracy and compliance with standards.
• Address employee concerns, resolve conflicts, and implement disciplinary actions as necessary.
• Handle hiring and termination procedures for front office staff.
• Oversee training and development initiatives to enhance team performance.
• Stock shelves with merchandise and ensure proper organization and presentation.
• Conduct regular inventory checks to maintain adequate stock levels.
• Open or close the register, handle cash transactions, and reconcile sales at the end of each shift.
• Ensure cleanliness and organization of the Marketplace.
• Collaborate with vendors to ensure timely delivery of goods and resolve any delivery issues.
• Implement strategies to maximize sales and profitability of the Marketplace.

Qualifications

• Minimum of 2 years of supervisory experience, preferably in the hospitality and retail industry.
• Excellent customer service skills, with a proven ability to meet and exceed guest expectations.
• Able to work weekends and holidays as required and must demonstrate flexibility with scheduling hours and/or days off to accommodate operational needs.
• Associate degree (A.A.) or equivalent from a two-year college or technical school; or one to two years of relevant experience and/or training; or an equivalent combination of education and experience.
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate.
• Required to pass a background check, drug test, and prove eligibility to work in the United States.

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.