Grand Geneva Front Office ManagerGrand Geneva Resort & SpaLake Geneva, WI
A property of: Marcus Hotels and Resorts
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Job Description

Grand Geneva Resort & Spa is an award-wining, AAA Four Diamond all-seasons resort set on 1,300 acres in the legendary southeastern Wisconsin community of Lake Geneva. Located 90 minutes from Chicago and 50 minutes from Milwaukee, Grand Geneva Resort & Spa features 355 guest accommodations, including deluxe rooms and suites, along with 29 new villas. On site, guests can enjoy the WELL Spa + Salon; two championship 18-hole golf courses; The Mountain Top, a ski and snowboard facility; 62,000-square-feet of meeting and convention space and five restaurants. Also on the resort's grounds is the Timber Ridge Lodge & Waterpark, featuring 225 guest suites and 50,000 square feet of year-round, indoor/outdoor waterpark excitement, bringing the total number of rooms on the Grand Geneva campus to 609. For more information, please visit www.grandgeneva.com and follow us on Facebook, Twitter and Instagram.

Position Purpose:

Assist in the oversight of the Guest Services department consisting of supervisory team, Club Vacation Liaison, Guest Service Agents, Night Audit, PBX and Trolley Conductors. Effectively monitoring and managing the customer relations management program (CRM) working closely with the Director of Guest Services and Director of Front Office in administering this process.

Essential Job Functions:
  • Maintains standards of guest service as established by the Guest Services Director.
  • Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS).
  • Responsible for the management of our guest's profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival.
  • Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property.
  • Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
  • Provide budgets/forecasting numbers accurately and on time when requested by upper management.
  • Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times
  • Resolve guest complaints, ensuring guest satisfaction
  • Monitor and maintain cleanliness, sanitation 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'
    • Information regarding groups arriving, departing, and or in-house
    • Room availability status and rate for any given day
    • All hotel departmental policies and procedures
  • Access all functions in the OPERA Property Management System (PMS) and any other Front of House related system pertinent to providing maximum service and efficiency for our guest and or associate (i.e. Time Saver, Birchstreet, Etc.).
  • Ensure current information on rates, packages and promotions is available to the front desk.
  • Work closely with the Rooms Coordinator to review future group requests and how they may affect the front desk. Prepare the Front Desk and Guest Services for these events.
  • Assign work duties to staff
  • Supervisory duties to include evaluating performance, time clock auditing, coaching and counseling of associates, and scheduling of 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 room access and guest billing following all guest privacy protocols and procedures.
  • Review all group no-shows, verify and ensure billing accuracy.
  • Anticipate sold-out situations and know how many rooms are overbooked. Assist overbooked or "walked" guests
  • Review with the Rooms Coordinator 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
  • Conduct and or facilitate on-boarding and on-going training with new and existing staff.
  • Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees
  • Foster and promote a cooperative working climate, maximizing productivity and employee morale.
  • Ensure effective communication with other departments in order to ensure high levels of guest satisfaction.
  • Document all pertinent information to the appropriate department via e-mail.
  • Complete and ensure that all paperwork and closing duties are completed correctly and in a timely manner
  • Manage and/ or assist night audit staff to ensure accurate and timely reporting on the hotels daily financial information to corporate office.
  • Attend the Resume Meeting with the Rooms Coordinator.
  • Attend all pertinent/required meetings as deemed by the Director of Front Office and Director of Guest Services (i.e. AM/PM huddle, Rooms Meeting, All Managers, etc.).
  • Perform MOD duties as prescribe by GGR MOD program and Emergency Procedures.
  • Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms.


Position Requirements:
  • Hospitality Degree preferred, plus 1 or more years of experience in the related field; Able to work independently, has good judgment, problem solving, and decision-making skills.
  • Excellent organization and time management skills; Service oriented.
  • Good oral and written communication skills
  • Able to guide, direct, and motivate subordinates; Self-motivated and willing to think out of the box.


Exemption Status: Exempt

Grand Geneva Resort & Spa is an Equal Opportunity Employer

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.

Job Requirements

See Job Description

Job Details

Mid level
Full-time

About this location

class:
Luxury
room Count:
251-500
location Type:
Resort

Perks

401(K)
Company Discounts
Dental Benefits
Disability Insurance
Flexible Spending Account (FSA)
Health Insurance Benefits
Life Insurance
Paid Holidays
Vision Benefits
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Grand Geneva Resort & Spa
Imagine a retreat away from all the noise of everyday life. Situated on
1,300 acres in the woodlands of Lake Geneva, Wisconsin, Grand
Geneva Resort & Spa offers a variety of adventures one cashow more
show more
Address7036 Grand Geneva Way, Lake Geneva, WI, 53147 View map
Property typeHotel 
classLuxury 
room Count251-500 
location TypeResort 

People (2)

STEVE MARTINVice President of Human ResourcesMartin has over 20 years of human resources and hospitality industry experience. He joined The Marcus Corporation in 2000 as Corporate Human Resources Director of the company’s former Baymont Inns & Suites limited-service lodging division. During his career with the company he served as the Director of Human Resources for the Hilton Milwaukee and held several human resources roles for The Marcus Corporation including Director of Benefits and most recently, Assistant Corporate Director of Human Resources. Prior to joining The Marcus Corporation, Martin worked for Hyatt Hotels & Resorts, Radisson Hotels and Embassy Suites. Martin is a member of the Society for Human Resources Management (SHRM) and holds the Senior Professional in Human Resources (SPHR) designation from the HR Certification Institute. He graduated with a bachelor’s degree in hospitality, restaurant and institution management from Iowa State University.
MICHAEL SWASEYSenior Vice President of OperationsSwasey joined Marcus Hotels & Resorts in 2015, having most recently served as Vice President of Hotel Operations for Alena Hospitality, based in Orlando, FL. His prior experience includes serving as Vice President of Asset Management for Inland American Lodging Management, L.L.C. (now Xenia REIT) in Orlando, FL, and serving in operations roles for B.F. Saul Company – Hospitality Group, Bethesda, MD.; Legacy Hospitality, Inc., Albuquerque, NM.; InterContinental Hotel Group, Atlanta, GA, and Sage Hospitality, Denver, CO. Swasey graduated with a bachelor’s degree from Brigham Young University in Provo, Utah and holds a master’s degree from the University of Utah in Salt Lake City. He serves on the American Hotel & Lodging Association Food & Beverage Committee and is a member of HAMA (Hospitality Asset Managers Association). Swasey is an avid college football fan, speaks fluent Spanish and loves to travel to Latin America. He spends his time volunteering as a Career Coach for Pathfinders, an after-school program that helps students develop a successful future. He is also actively involved with his congregation’s youth program.

Culture (3)

VOLUNTEER EFFORTSThe Marcus Corporation and Marcus Hotels invests in our communities with contributions of time and leadership. Last year alone, we contributed more than 28,000 hours of volunteer time. Company executives have also helped raise millions of dollars and set strategic paths for success for several local nonprofit and civic organizations including but not limited to United Way, Variety the Children’s Charity, and the United Performing Arts Fund. In addition, Marcus Hotels & Resorts recognizes associates each year for their dedication to serve their community and make a difference in the lives of others through the Ben Marcus Humanitarian Award.
THE PINK ROOMIn 2010, three employees at the InterContinental Milwaukee wanted to do something to support the fight against breast cancer. The women came up with the idea of The Pink Room - special pink rooms, complete with pink accents throughout, themed artwork, special amenities and laptops for each guest to share their personal story. When booking one of these two special rooms, guests can "fight cancer in their sleep," as a portion of the proceeds are donated to ABCD: After Breast Cancer Diagnosis.
SOCIAL RESPONSIBILITYMarcus has a long-standing tradition of giving to its communities, a tradition we are happy to uphold to this day. We focus our support on six major areas of giving: 1) job creation and economic impact; 2) local arts and culture; 3) education; 4) health; 5) conservation and history; and 6) community development and social needs. We believe in contributing to the local economy and supporting the communities in which we work and live. In terms of economic impact, we have more than 7,200 associates nationwide and make tax contributions of more than $25 million to area economies. Our care and concern goes beyond traditional contributions. We assist organizations that are strategically aligned with our philanthropic efforts through more than $1 million worth of gift certificates each year and matching funds through programs at our local hotels and restaurants. We support associates in special ways during times of extraordinary care and need. We have facilitated creative partnerships. For example, we partner with industry Helms Briscoe to give more than $50,000 last year to HB Cares, in support of United Way, Clean the World, Childhood Leukemia Foundation and Special Olympics. The Marcus Foundation provides funding of $100,000 every two years for the Marcus Architectural Prize, in conjunction with the University of Wisconsin- Milwaukee School of Architecture and Urban Planning.
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