Front Office Manager

Full-Time

Description

Job Title: Front Office Manager

Location: The Ozarker Lodge, Branson, Missouri

About The Ozarker Lodge: The Ozarker Lodge is a reimagined boutique hotel nestled in the heart of Branson, Missouri, offering a unique blend of modern amenities and authentic Ozarks charm. Known for its exceptional guest experiences, The Ozarker Lodge provides thoughtfully curated programming, such as creek-side firepit evenings, cabana rentals, soaking tub experiences, live music, movie nights, and seasonal holiday events. Learn more at www.theozarkerlodge.com.

Position Overview: The Front Office Manager at The Ozarker Lodge is a hands-on leader responsible for managing all aspects of the front-of-house operations, including supervising Front Office Agents and ensuring exceptional guest service. This role combines operational oversight with active participation in daily front desk tasks, fostering a welcoming and efficient environment for both guests and team members.

Key Responsibilities:

Guest Services Management

• Lead and motivate the Front Office team to deliver warm, personalized, and efficient guest experiences.
• Oversee all front desk operations, including guest check-in/check-out, reservation management, and handling guest inquiries and concerns with professionalism and empathy.
• Ensure consistent delivery of The Ozarker Lodge's service standards and brand promise.

Team Leadership and Development

• Recruit, train, schedule, and develop Front Office Agents to meet performance standards and service excellence.
• Conduct regular performance evaluations and provide ongoing coaching and feedback.
• Foster a positive team culture that reflects the welcoming and adventurous spirit of The Ozarker Lodge.

Operational Oversight

• Manage daily operations of the front desk, including staffing, inventory control, and system management.
• Ensure accurate financial transactions, cash handling, and reconciliation in accordance with hotel policies.
• Maintain a safe, clean, and organized front office area.

Guest Satisfaction and Problem Resolution

• Respond promptly to guest feedback, reviews, and concerns, implementing solutions to enhance satisfaction.
• Collaborate with other departments to ensure seamless service delivery across the property.

Revenue and Inventory Management

• Work with the General Manager to implement room inventory controls and rate strategies to maximize occupancy and revenue.
• Monitor and analyze front office metrics and adjust strategies to meet performance goals.

Additional Responsibilities

• Act as Manager on Duty when required, overseeing hotel operations and resolving issues as they arise.
• Support The Storeroom's transition between morning coffee shop and evening bar service when necessary.
• Ensure compliance with all hotel policies and procedures.

Qualifications

• High school diploma or equivalent required; college degree in Hospitality Management or related field experience preferred.
• Minimum of 3 years of front desk or hospitality experience, with at least 1 year in a supervisory role.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in hotel management systems and Microsoft Office Suite.
• Barista or bartending experience is a plus but not required.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Personnel Issues:

• Abide by payroll policies, procedures and rules of conduct as stated in the OLS associate manual.
• Demonstrate a working knowledge of all hotel safety and security procedures as required to maintain a secure and safe environment for associates as well as guests.
• Report any unusual occurrences and/or request to the immediate supervisor/MOD.
• Read and abide by all the regulations and rules of conduct stated in the associate handbook.

Physical Requirements:

• Ability to stand for extended periods and move around the property.
• Capable of lifting or moving up to 20 pounds.

Benefits:

• Competitive salary
• Employee discounts
• Paid time off
• Opportunities for professional growth and development

Why Join The Ozarker Lodge? At The Ozarker Lodge, we pride ourselves on fostering a collaborative and innovative environment where team members are empowered to contribute to the property’s success. As part of the Springboard Hospitality portfolio, you’ll join a diverse team of passionate individuals dedicated to transforming the hospitality experience. We offer opportunities for professional growth, a supportive culture, and the chance to be part of a dynamic and growing property.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience and vision for the Front Office Manager role at The Ozarker Lodge. Please email your resume to cpatrick@theozarkerlodge.com. 

Qualifications

Springboard Hospitality Core Values:

• CONNECTED. We are plugged into people, technology and the cutting edge of culture.
• INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
• COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
• PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
• DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.

OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.