Front Desk Manager

Job Details Job Location: Lake Junaluska Assembly Inc - Lake Junaluska, NC 28745 Position Type: Full Time Education Level: 2 Year Degree Travel Percentage: Up to 10% Job Shift: Variable Job Category: Hospitality - Hotel LJA Mission Statement The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body. Located in the Smoky Mountains of Western North Carolina, Lake Junaluska plays a vital role by providing a location for training and renewal. Each year Lake Junaluska hosts over 200,000 guests who are engaged in spiritual training, recreation or renewal events and activities. Our guests include religious, non‑profit, and secular groups; we are also a residential and vacation community. Essential Functions Responsible for all front desk processes pertaining to overnight accommodation at Lake Junaluska owned facilities. Serve as secondary support for the Lake Junaluska reservations team for event registration, including events organized by Lake Junaluska, lodging packages, and for events/groups that contract Lake Junaluska to provide registration services. Coordinate all front desk/stay related correspondences with guests looking to or staying at Lake Junaluska, collaborating with the reservations department via the Reservations/Revenue Manager when necessary. Help oversee the flow of information coming to and from the front desk team. Monitor hotel activity across all channels to ensure that accurate information is being shared, collected and actioned on to meet or exceed guest expectations. Monitor guest satisfaction metrics and respond appropriately with staff and/or Lake Junaluska guests. Train front desk staff and supplemental support staff. Assist the Director of Guest Services with interviewing and hiring front desk staff. Develop and implement front desk policies and procedures. Manage the phone system for front desk calls, working with IT staff to program the system. Address, diffuse, and resolve guest challenges in a timely manner. Reconcile on‑property payments and resolve billing issues related to lodging operations. Assist campground operations through the property management system and guest service interactions, providing assistance to all guests and visitors of Lake Junaluska. Schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed. Other Responsibilities Comply with all safety policies, practices and procedures and report or rectify any unsafe activities or conditions promptly. Develop and participate in proactive team efforts to achieve departmental and organizational goals. Provide leadership to others through example and sharing of knowledge and skill. Perform other duties as assigned. Act as backup for the Director of Guest Services. Manage front desk staff’s timesheets, paid time off, performance, and job changes in the Payroll/Staffing System. Communicate departmental needs and supplies to the Director of Guest Services. Daily audit of all monies received at the front desks and/or Welcome Center, ensuring accurate guest billing and submission of daily deposits to accounting. Monitor the property's activity and inventory to ensure smooth lodging operation. Constantly enhance operations through the Maestro application, on‑property procedures, and communication. Qualifications / Knowledge, Skills & Abilities Combination of education and experience equivalent to a Bachelor’s degree in hospitality management and a minimum of 2–4 years hospitality experience. Previous resort‑style operation experience and flagged property experience desired. Strong communication skills and commitment to providing responsive, conscientious customer service. Conflict management experience or training, with the ability to minimize workplace conflict. Detail‑oriented and able to read and comprehend complex instructions, correspondence, and policies. Mathematical skills: able to add, subtract, multiply, and divide accurately. Cash handling skills: accuracy in collecting, dispersing, and reconciling cash on a regular basis. Advanced computer skills, including email, routine database activity, and word processing; ability to learn and teach specific front desk software. Flexible and able to adapt to changing needs, multiple task demands, and evolving work structures. Strong organizational, interpersonal, and time‑management abilities. Performance / Success Factors Be punctual to work and related functions; perform well in both team and individual environments, completing work in a timely, accurate, and thorough manner. Perform routine duties with minimal supervision; occasional oversight may occur. Lead through friendly camaraderie, genuine hospitality, and sharing of knowledge and skills. Strive for excellence in all tasks, fostering an attitude of exceeding guest expectations. Positive guest feedback and reviews should reflect exceptional hospitality and service routinely performed by the front desk team. Operate within policy guidelines using independent judgment to achieve assignment objectives and project goals. Working Conditions Well‑lit, heated and/or air‑conditioned, indoor setting with adequate ventilation. Moderate physical activity performing non‑strenuous daily tasks of an administrative nature. Vision required to carry out daily activities. Physical demands include regularly moving around property, standing, kneeling, talking, hearing, and lifting or carrying objects up to 40pounds. Moderate noise environment (e.g., business office with computers and printers, light traffic, crowded room conversations). Willingness to work a flexible schedule, including days, nights, weekends, holidays, and overtime as required. Lake Junaluska Assembly is an Equal Opportunity Employer #J-18808-Ljbffr