About Westgate Lakes Resort & Spa:
The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team.

As the Front Desk Manager is responsible for the overall financial, service, and process results of the Night Audit operations team. Will act in a manner that ensures associate engagement, guest satisfaction, and financial performance to meet or exceed the Westgate Resorts vision. The Front Desk Manager is an ambassador for the Nigh Audit and will work closely with other department heads to assist in making the property successful. 

As the Front Desk Manager, you will:

 Leadership and Team Management: You oversee the Front Office, Guest Services, and departments, providing guidance and leadership to multiple Supervisors and Team Members. Your role involves the entire employee life cycle, from interviewing and hiring to training and performance evaluation. You're responsible for planning, assigning, and directing work, and you play a crucial role in fostering a positive work environment. Handling complaints, resolving problems, and implementing both rewards and disciplinary actions fall under your purview.

Operational Excellence: You meticulously audit Front Desk work and tasks to ensure accuracy and adherence to standards. Running room reports, verifying rates, and performing nightly bucket checks are vital to maintaining the integrity of our operations. You're at the forefront of guest interactions, managing check-ins and check-outs, correcting Front Desk transactions when necessary, and ensuring a seamless guest experience.

Night Audit and Reporting: Completing a Night Audit task sheet and passing it on from the PM Shift is crucial in maintaining a seamless transition between shifts. Preparing vouchers, running folios, calculating tapes on all vouchers, and balancing them with the daily report is essential for the accounting department's accuracy.

Support and Training: You provide valuable support to Front Desk team members and leadership, ensuring their continued growth and development. Writing vouchers, running folios, and balance calculations for the accounting department, as well as answering phones when necessary, are part of your role.

Revenue Generation and Service Enhancement: You are instrumental in generating revenue through the room upgrade program. Continuously monitoring the company service score platform (Medallia) and devising strategies to elevate service levels on platforms like TripAdvisor and other online review platforms is essential. You possess a deep working knowledge of all facets of Hotel Operations, front-facing departments, and Forbes rating standards, as well as training techniques.

Reporting and Conflict Resolution: Generating reports requested by senior leadership is a key component of your role. You resolve guest concerns using luxury and Forbes service standards, ensuring guest satisfaction and loyalty.

Managerial Duties and Auditing: In the absence of senior leadership, you act as the manager on duty for the resort, overseeing all operations. You regularly examine department activities for compliance with management plans and policies, preparing and submitting audit findings and recommendations to senior management.

In addition to these responsibilities, you are always ready to take on other tasks and duties as requested and assigned. Your role as the Front Desk Manager is pivotal in upholding our resort's reputation for excellence and ensuring that guests have a memorable and seamless experience during their stay.

• Associate degree (A. A.) or equivalent from a two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. 
• 2+ years of supervisory experience, preferably in hospitality but not required.
• Must be able to work weekends and holidays
• Must be flexible with schedule hours and/or days off
• Valid Driver’s License
• Excellent customer service skills
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.