Front Desk Manager

New England culture and elegant accommodations await at the Woodstock Inn & Resort. Set against the iconic and beautiful village of Woodstock, Vermont, the Woodstock Inn is a year-round destination wrapped in luxury and history. From gorgeous, wood-beam bed frames to plush, hand-dyed blankets, each of our 142 rooms and suites embraces Vermont's signature style.

One of the most beloved resorts in New England, The Woodstock Inn & Resort, is seeking a Front Desk Manager to join the team.

Job Summary:

The Front Desk Manager leads the daily operations of the Front Desk, ensuring a seamless, welcoming, and personalized guest experience from arrival through departure. This role is responsible for team leadership, scheduling, and systems oversight, while upholding the highest standards of hospitality, safety, and operational excellence.

As a visible leader within the Front Office, the Front Desk Manager sets the tone for service, fosters a culture of connection, and ensures consistency across all guest touchpoints. A strong command of Front Desk operations, paired with sound judgment and a proactive approach, is essential to success in this role.

Job Specifications:

• Expected Salary Range: Starting $55,000
  • The pay scale shown is the range that we reasonably expect to pay. Actual compensation offered may be adjusted based on a candidate's qualifications and/or experience.

Job Responsibilities:

• Efficiently conduct, delegate and supervise all functions of the Front Desk.
• Serve as Manager on Duty as assigned by the Front Office Manager and follow procedures and standards providing leadership across the property.
• Respond to operational challenges, including guest concerns, emergencies, and staffing needs, with professionalism and sound judgment
• Maintain close coordination with Reservations, Housekeeping, and other departments to manage arrivals, departures, and overall flow of the day
• Observe other departments of the hotel for excellent and deficient service and have sufficient knowledge of all areas to properly comment on the same to the Front Office Manager.
• Monitor lobby area, Front Desk and telephone operations during peak periods.
• Be familiar with all alarm systems in the Inn and local properties owned by the Resort.
• Be familiar with fire and other emergency procedures and assume a leadership role in all emergency situations.
• Ensure consistent communication of daily priorities, VIP arrivals, group activity, and operational updates to the team
• Maintain complete knowledge of and compliance with all departmental policies and service procedures and standards.
• Maintain positive guest relations at all times.
• Solicit guest feedback to ensure guest satisfaction with service and amenities during the guest's visit.
• Monitor, investigate and resolve guest complaints, ensuring guest satisfaction.
• Monitor maintenance of cleanliness, sanitation and organization of work areas, to include main lobby, lobby fireplace, front entrance and public spaces.
• Coordinate use of lobby signs and other promotional material.
• Maintain complete knowledge of:
  • All resort features/services, hours of operation.
  • All resort restaurant food concepts, menu price range, dress code and ambience.
  • All hotel room types, numbers/names, layout, appointments, ambience, amenities, and locations.
  • Daily house counts and expected arrivals and departures, to particularly include VIPs.
  • Scheduled daily group activities, names and location of meeting and banquet rooms.
  • Local events, attractions, holiday schedules.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Adhere to all cashiering procedures.
• Ensure communication of daily events, occupancy level, VIPs, group functions, etc. with Front Desk Agents at the start of each shift.
• Test and coach employees' knowledge of resort services, amenities, and activities; Monitor and coach job performance of Front Desk Agents.
• Assist Front Desk, PBX, Guest Services, and Bell staff, as needed to ensure timely and exceptional guest service.
• Provide guest room and resort tours.
• Accept additional projects and responsibilities as assigned by the Front Office Manager.
• Ability to work flexible hours, including evenings, weekends, holidays, and during high-occupancy periods as required.

Job Requirements:

• High school graduate or equivalent. College coursework or training in the hospitality industry desirable.
• Minimum of 5-years hospitality experience in the lodging industry.
• Previous supervisory or leadership experience in hospitality or a customer-service-driven environment required. .
• Ability to communicate effectively in spoken and written English.
• Ability to learn and become a super-user of Property Management System (PMS)
• Valid Vermont driver's license.
• Valid driver's license and ability to pass motor vehicle check
• Strong numerical and cash-handling aptitude
• Ability to provide legible communication, including instructions and directions both orally and in written form.
• Ability to:
  • Perform job functions with attention to detail, speed, and accuracy.
  • Prioritize and organize.
  • Resolve problems using rational judgment.
  • Provide and follow directions and instructions thoroughly.
  • Anticipate guest expectations and needs.
  • Work cohesively with department managers, supervisors and co-workers as part of a team.
  • Work with minimal supervision.
  • Maintain confidentiality of guest information and pertinent hotel data and information.
• Be a self-starter, committed to high standards, and a team leader of the Front Office Department.
• Fluency in a second language, preferably Spanish or French is a plus.
• Knowledge of local restaurants, attractions, services, activities, suppliers, vendors.
• Certification of previous training in guest relations, liquor, wine and food service.
• An equivalent combination of relevant education, training, and experience that demonstrates the required knowledge and skills will also be considered.
• Ability to remain in a stationary position for extended periods; Ability to move throughout the property as needed; Occasional light lifting or assistance with guest needs; Ability to communicate effectively with guests and team members; Visual acuity to perform job-related tasks.

We offer great resort privileges, discounts, and free employee meal to all employees.

This is a full-time, year-round position offering a competitive benefits package, after an initial waiting period that includes * Medical, Dental, and Vision Coverage, *Employer Paid: Life Insurance, Short-Term Disability and Long-Term Disability* Paid Time Off, * 401k Retirement Plan with Employer match.

Our success is the direct result of dynamic, dedicated people with a passion for hospitality who enjoy being part of a devoted, hard-working team. Come join our team!

The Woodstock Inn & Resort is an equal-opportunity employer.