OVERVIEW OF ROLE: The Front Office Manager is responsible for managing and directing the day-to-day operations of the Front Office. Must be available to work weekends and holidays. Position Summary As a member of the Front Office Leadership Team, the Front Desk Manager oversees and leads daily Front Office operations, ensuring smooth shift-to-shift performance and consistent delivery of exceptional guest service. This role serves as the Manager on Duty (MOD) for the Front Office and the resort, acting as a primary point of leadership support for guests and associates. The Front Desk Manager upholds operational standards, resolves concerns quickly, maintains communication across departments, and contributes to a positive and engaged work environment. This position plays a key role in representing resort management and ensuring that the mission and service culture of the property are executed consistently. Responsibilities: Guest Service & MOD Responsibilities • Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates. • Serve as Manager on Duty (MOD), handling guest and employee concerns promptly and professionally. • Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately. • Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays. Operational Leadership • Ensure each shift is properly prepared, including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments. • Supervise Front Office associates and ensure all tasks are completed accurately and on time. • Conduct shift briefings/huddles to communicate priorities, updates, and expectations. • Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift. • Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate action on accounts; follow up on open folios and ensure they are closed in a timely and accurate manner; and consistently follow up on guest complaints and requests until full resolution. • Audit Front Desk work regularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy. • Ensure correct and accurate cash handling at all times. • Oversee proper use of OPERA, Canary, and HotSOS/Hotsauce systems, ensuring all tasks, requests, and communications are completed accurately and in a timely manner. Maintain excellent communication through these systems and verify that all associates are consistently following proper protocols. • Ensure accuracy in all Sonifi charges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies. • Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service. Internal Controls & Standards • Ensure all Front Office SOPs are followed consistently and assist in creating/updating SOPs as needed. • Monitor queue times and adjust staffing or task allocation to maintain efficient operations. • Oversee security and confidentiality of guest and payment information, enforcing PCI and data-security protocols. • Respond to emergency situations and ensure associates are trained in safety and emergency procedures. Team Leadership & Development • Provide real-time coaching, counseling, guidance, and feedback to the Front Office team. • Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms. • Participate in 30/60/90-day check-ins and ongoing skills development for all team members. • Address performance issues promptly and escalate concerns as needed. • Help foster a positive and supportive work culture based on communication, teamwork, and accountability. Communication & Collaboration • Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations. • Ensure timely follow-up on all interdepartmental needs, requests, and service issues. • Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items. Administrative & Operational Support • Maintain pars for supplies and ensure ordering is done responsibly to manage costs. • Review online guest reviews in coordination with the leadership team and identify service trends or improvement opportunities. • Assist in minimizing overtime and managing labor costs effectively. Qualifications: What You Bring • Minimum two (2) years of full-service hotel experience in Rooms Division; at least one (1) year in a supervisory role strongly preferred. • Strong knowledge of hotel systems; OPERA PMS experience preferred. • Ability to work 1st and 2nd shifts, including weekends and holidays. • Excellent verbal and written communication skills. • Strong problem-solving skills, calm under pressure, and confident in decision-making. • Ability to multitask in a fast-paced environment with high guest interaction. • High level of integrity in handling financial transactions and confidential information. • Intermediate proficiency with Microsoft Office Suite and strong general technology skills. • CHS (Certified Hospitality Supervisor) designation preferred but not required. • Strong sense of ownership and genuine commitment to exceptional guest service. Compensation: $60,000 - $65,000 depending on experience

• Guest Service & MOD Responsibilities  • Maintain a strong, visible presence at the Front Desk, ensuring accessibility to guests and associates.  • Serve as Manager on Duty (MOD), handling guest and employee concerns promptly and professionally.  • Lead service recovery efforts using approved tools and guidelines, documenting all actions accurately.  • Monitor VIPs, special requests, and guest preferences to ensure personalized service and successful stays.  Operational Leadership  • Ensure each shift is properly prepared, including reservation accuracy, room status review, and communication with Housekeeping, Engineering, and other departments.  • Supervise Front Office associates and ensure all tasks are completed accurately and on time.  • Conduct shift briefings/huddles to communicate priorities, updates, and expectations.  • Review and complete all daily reports, logs, discrepancy checks, and shift documentation before the end of each shift.  • Monitor daily inventory to ensure all room types are available and not oversold; verify credit limits and take appropriate action on accounts; follow up on open folios and ensure they are closed in a timely and accurate manner; and consistently follow up on guest complaints and requests until full resolution.  • Audit Front Desk work regularly, including rate overrides, no-shows, adjustments, refunds, discounts, and folio accuracy.  • Ensure correct and accurate cash handling at all times.  • Oversee proper use of OPERA, Canary, and HotSOS/Hotsauce systems, ensuring all tasks, requests, and communications are completed accurately and in a timely manner. Maintain excellent communication through these systems and verify that all associates are consistently following proper protocols.  • Ensure accuracy in all Sonifi charges, gift card transactions, and Best Western Rewards redemptions, including auditing, reconciliation, and immediate reporting of discrepancies.  • Support the Front Office team during periods of heavy occupancy, typically Friday and Saturday nights, as well as Sunday mornings, ensuring smooth operations and timely guest service.  Internal Controls & Standards  • Ensure all Front Office SOPs are followed consistently and assist in creating/updating SOPs as needed.  • Monitor queue times and adjust staffing or task allocation to maintain efficient operations.  • Oversee security and confidentiality of guest and payment information, enforcing PCI and data-security protocols.  • Respond to emergency situations and ensure associates are trained in safety and emergency procedures.  Team Leadership & Development  • Provide real-time coaching, counseling, guidance, and feedback to the Front Office team.  • Support recruiting, onboarding, and training of new associates in coordination with the Director of Rooms.  • Participate in 30/60/90-day check-ins and ongoing skills development for all team members.  • Address performance issues promptly and escalate concerns as needed.  • Help foster a positive and supportive work culture based on communication, teamwork, and accountability.  Communication & Collaboration  • Maintain open lines of communication with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth operations.  • Ensure timely follow-up on all interdepartmental needs, requests, and service issues.  • Provide the Director of Front Office with detailed shift reports, incidents, operational feedback, and recommended action items.  Administrative & Operational Support  • Maintain pars for supplies and ensure ordering is done responsibly to manage costs.  • Review online guest reviews in coordination with the leadership team and identify service trends or improvement opportunities.  • Assist in minimizing overtime and managing labor costs effectively.