Front Office Manager

Responsibilities

• Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service.
• Recruit, onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team.
• Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions.
• Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals.
• Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy.
• Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality.
• Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts.
• Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations.
• Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts.
• Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints.
• Other duties as assigned.
• Supervisory Responsibilities
• Directly supervises team members in the location.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include training and coaching team members.
• Planning, assigning, and directing work.
• Assisting in appraising performance and rewarding team members.
• Addressing complaints and resolving problems.
• To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.
• High school diploma or general education degree GED.
• The Team Member must regularly lift and/or move up to 10 pounds.
• Follow instructions without close supervision.
• Must be able to work weekends and holidays as needed.
• Required to pass a background screen, drug test, and prove eligibility to work in the United States.
• 3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience.
• Proficient with computer software (including Microsoft Office).
• Commitment to delivering outstanding service and creating positive guest experiences.
• Why Westgate?
• Comprehensive Health Benefits - Medical, Dental, and Vision Coverage
• Paid Time Off - Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay - Access Your Earnings When You Need Them
• Family-Focused Benefits - Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) - Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program - Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship - Up to $40,000 for Team Members' Dependents
• Career Growth and Advancement Opportunities
• Community Involvement - Give Back and Make an Impact
• This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

Additional Information

Oversee all front office operations. Assures guest satisfaction with room amenities and service. Resolve guest complaint in an efficient manner by performing the following duties.

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