Front Office Director job vacancy in Grand Geneva Resort – Jobs in Wisconsin

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Job Details
Company Name : Grand Geneva Resort
Company Location : Lake Geneva, WI 53147
Job Position : Front Office Director
Job Category : Jobs in Wisconsin

Job Description :

Working at the Grand Geneva Resort & Spa means you’re not just a number – you’re a member of our family. You’ll receive all the benefits of working at a AAA Four Diamond resort in a small community, combined with the benefits of a larger hotel management company based in Wisconsin. Our name in the area means home, family and tradition. We have a strong sense of tradition, and we’re looking to create a strong, bright future – a future that includes you.

Front Office Director: Responsible for the long-term direction of the front desk, PBX, concierge, transportation, valet, and bell desk which supports all front office functions for the Main Lodge, Villas and Holiday Inn Club Vacation and the transportation needs campus wide. Also responsible for coordinating the policies and procedures of the department making the flow of information through the hotel more efficient. Collaborate with the Director of Guest Services to ensure associates have thorough understanding and training in policies and procedures and that communication is seamless.

Essential Functions:

  • Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Provide budgets/forecasting numbers accurately and on time upon request.
  • Provide end of Period review and analysis monthly
  • Track all group billing by date, person settling account, group code, and room charge total for each group settled
  • Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Manage Guest Satisfaction and service recovery for all guests with responsibility for the growth or retention of positive NPS scores
  • Monitor and maintain cleanliness, sanitization and organization of assigned work areas.
  • Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operations
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status and rate for any given day
  • All hotel departmental policies and procedures
  • Access all functions in the Property Management System (PMS).
  • Ensure current information on rates, packages and promotions is available to the front desk and room reservations.
  • Review future group requests and how they may affect the front desk. Prepare the Front Desk for these events.
  • Assign work duties to staff
  • Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include front desk staff.
  • Monitor group VIP’s and verify that they are registered and treated in accordance with hotel standards.
  • Monitor arrival/event patterns and work closely with front desk scheduling to verify that the desk is appropriately staffed.
  • Monitor group early arrival requests to verify that they are given the first available clean room.
  • Assist staff with their job functions to ensure optimum service to the guests
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Ensure the security of guest information and guest room access.
  • Review all group no-shows, verify and ensure billing of such.
  • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
  • Review all resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
  • Coordinate delivery time of amenities with room service, ensuring timely delivery.
  • Review requests for late checkouts and approve according to occupancy. Communicate all late checkouts to housekeeping.
  • Provide feedback to staff on their performance through timely evaluations and coaching. Handle disciplinary problems and counsel employees in collaboration with the Director of Guest Services.
  • Foster and promote a cooperative working climate, maximizing productivity and employee morale.
  • Manage night audit staff to ensure accurate and timely reporting on the hotels daily financial information to corporate office in coordination with the Accounting department.

Position Requirements:

  • Knowledge, Skills & Abilities: Creative.
  • Able to work independently, has good judgment, problem solving, and decision-making skills.
  • Organization and time management skills.
  • Service oriented.
  • Good oral and written communication towards guests, supervisors, peers, and/or subordinates.
  • Able to guide, direct, and motivate subordinates.
  • Knowledge of the PMS System, Microsoft Systems.
  • Education/Experience: Bachelor’s in Hospitality preferred.
  • Previous experience as a Director of Front Office plus five (5) or more years of experience as an Assistant Manager position in Rooms Division in a Resort setting required.

Reporting Relationship: Director of Rooms
Exemption Status: Exempt

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.

Grand Geneva Resort & Spa is an Equal Opportunity Employer

Primary Location: Wisconsin-Lake Geneva-Grand Geneva Resort
Work Locations: Grand Geneva Resort 7036 Grand Geneva Way Highway 50 East Lake Geneva 53147
Job: Front Office
Job Posting: Sep 8, 2022, 4:34:52 PM
Location: 7036 Grand Geneva Way, Lake Geneva, WI

Job Type: Full-time

Pay: $75,000.00 – $85,000.00 per year


  • 401(k) matching
  • Employee discount
  • Health insurance
  • Paid time off
  • Referral program


  • Day shift
  • Monday to Friday
  • Night shift
  • Weekend availability

Ability to commute/relocate:

  • Lake Geneva, WI: Reliably commute or planning to relocate before starting work (Required)


  • Hotel management: 2 years (Preferred)

Work Location: One location

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