Office Manager

Office Manager

Northgate Resorts owns and manages the most awarded Camp-Resort portfolio in the nation. Our passion is creating family camping memories for our guests – memories that will last a lifetime! We don't do this as individuals, but as a passionate team that cares about making a difference in our guests' lives. We endeavor to be a highly effective, lean, and fast-moving organization. The Office Manager is accountable for and leads the daily operations of the Guest Relation and Call Center Teams, Housekeeping Team, Bookkeeping and other such departments to deliver an exciting, fun-filled, and unforgettable experience for our visitors from arrival until departure, and beyond. This Manager is also responsible for developing improvements to heighten the current Company standards regarding our ideal guest experience. This is a full-time leadership position that reports to the General Manager.

Duties & Responsibilities

• Lead, support, and develop a Guest Relations Supervisor, team of Guest Relations Staff, Executive Housekeeper and team, and Escorts
• Guest Relations: Our Guest Relations Team is at the core of our Guest Experience. They are attentive and aware that the first and last impressions are decisive for our guests. They are quick to answer questions, happily make reservations, and check guests in & out of the resort, working professionally to resolve any issues
• Call Center: Our Call Center is key in organizing and securing potential guest reservations. They are attentive and aware that the first impressions are decisive for our guests. They are quick to answer questions, happily make reservations, and work efficiently to resolve any issues
• Hire, train, and schedule team to coordinate workflows that maintain compliance with budget guidelines
• Ensure assigned departments team members are compliant with company assigned trainings
• Responsible for establishing standards and setting expectations
• Makes day-to-day decisions within or for a group or department
• Support all aspects of special events, including weddings and group reservations
• Analyze data and trends to recommend and implement strategies and procedures to increase ancillary revenue; Work with Guest Relations and Call Center team to increase add-on sales such as golf carts, linens, and other extras
• Required to perform the same tasks as the individuals they supervise; including, but not limited to Housekeeping duties, if needed
• Serves as the Manager on Duty on a rotating basis
• Respond to guest inquiries and/or complaints (in-person, phone, email, etc.) using the company's service recovery guidelines and provide timely resolutions
• Support location accounting function in accounts payable, accounts receivables, credit card processing, bank reconciliation, and cash handling
• Support onboarding of new team members across the location
• Support recruiting and hiring practices for all departments
• Coordinate and oversee various projects from start to finish
• Maintain inventory and order supplies as needed
• Collaborate with park and home office departments
• Participate in other projects and activities as assigned

Education/Training/Experience

• High School diploma
• Two years of management experience
• Experience in customer service and hospitality required

Qualifications/Requirements

• Basic computer skills; Ability to learn and utilize reservation software for daily planning
• Knowledge of basic accounting principles
• Strong organizational, motivational, and leadership skills
• Excellent communication, customer service, and problem-solving skills
• Strong attention to detail, speed, and accuracy
• Ability to multi-task and prioritize in a fast-paced environment
• Strong work ethic and a positive attitude
• Required to work nights, weekends, and holidays as business needs dictate
• Work with minimal supervision
• Maintain composure under pressure
• Maintain a positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, coworkers, and management

Essential Physical Demands

• Able to move up to 50 lbs
• Must be able to remain in a stationary position
• Regularly move throughout the location, with or without assistance
• Continuously climb, balance, stoop, kneel, bend, crouch, and crawl
• Use arms and hands to reach, and lift
• Able to communicate verbally, including projecting the voice across distance in everyday and loud situations

Northgate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Northgate is also a proud participant of the E-Verify Program. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employment with Northgate Resorts is contingent upon a successful completion of any background or reference checks requested by the company.