If you desire to put your years of leadership skills and experience to work in a full-service AAA Four Diamond resort setting while making an impact to the benefit of your team, ownership, and community, the perfect career opportunity awaits.

We are in search of a Front Office Manager to oversee the Front Office of Timber Ridge Lodge & Waterpark in Lake Geneva, Wisconsin. Recognized as a Top Resort in the Midwest by Conde Nast Traveler, this award-winning, all-seasons destination features over 746 guest accommodations, the WELL Spa & Salon, two championship golf courses, fitness facilities, a ski hill and terrain park, and 9 unique food and beverage outlets.

The Grand Geneva Resort & Spa and Timber Ridge Lodge & Waterpark is part of Milwaukee based Marcus Hotels & Resorts. A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich history of operational and service excellence. We are “People Pleasing People” who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S. based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

About the role

Assist in the oversight of the Guest Services department consisting of supervisory team, Impressionists, Club Vacation Liaison, Guest Service Agents, Night Audit, PBX and Trolley Conductors, and effectively monitoring and managing the customer relations management program (CRM) working closely with the Guest Service Director and Director of Guest Experience in administering this process.

What’s in it for you?

• Free meals every shift made by our talented culinary team
• Paid time off
• Golf, Ski, Restaurant & Spa discounts
• Hotel room discounts as low as $49 per night
• WELL Spa Gym membership for $16 per paycheck
• Advancement opportunities across the property and US
• Friendly work atmosphere
• Holiday, jury duty, & bereavement pay
• Medical, dental and vision insurance, company-paid life insurance, employee assistance program and additional retirement benefits
• Recognition programs (aka get paid to celebrate)

What will you be doing?

• Performs Front Desk responsibilities to include greeting guests, performing guest transactions, answering the telephone, processing individual reservations, balancing credit card and cash transactions, and taking accurate messages for guests and management.

• Fully understands the Condominium Documents including the Hotel Agreement and Management Agreement to answer all owner inquiries/complaints/issues.

• Provide budgets/forecasting numbers accurately and on time when requested by Director of Operations and/or General Manager.
• Responsible for a working knowledge of the property management system Opera and all point of sales systems (Micros and SVS).
• Post and verify that room, tax and resort fee have been run on all occupied rooms; check and balance all food and beverage systems.
• Track all group billing by date, person settling account, group code, and room charge total for each group settled.
• Interacts via phone and in person with owners, guests, clients, vendors and associates. Makes independent decisions as necessary relative to hotel operations within guidelines established.
• Completes shift checklist.
• Monitors front desk areas for safety, security, and appearance and reports any injuries, accidents or problems as necessary.
• Works with housekeeping and maintenance departments to assess room status for cleanliness, maintenance and any repair work.
• Responsible for accurate cash control to include keeping cash drawer at a minimum and ensuring that all funds are accounted for and deposits made according to policy.
• Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
• Perform other duties as assigned.

What do you bring to the role?

• Bachelor’s degree in hospitality management or related preferred.

• Two or more years of experience as a Supervisor/Assistant Manager position in Hotel or Resort.
• Excellent communication and customer service skills.
• Ability to establish and maintain an effective relationship with all department management, staff, personnel and general public.
• Must be cooperative, willing to assist others, dependable, trustworthy and patient.
• Must be able to stand, walk, use hands, and reach for more than half of the normal work day.
• Must work well under pressure.
• Previous supervisory skills required.
• Typing, data entry skills at 40 wpm required.
• Able to work independently, has good judgment, problem solving, and decision-making skills.
• Able to read, write and communicate in English.
• Ability to work a flexible schedule including days, nights, weekends and holidays.

WARNING: must be prepared to be a part of guest memories for years to come!

Grand Geneva is an Equal Opportunity Employer

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.