Assistant Front Desk Manager

Description

Description

Steele Hill Resorts is nestled in beautiful Sanbornton, New Hampshire (15 minutes from Tilton and Belmont). Overlooking lake Winnisquam, Steele Hill Resorts is a high-end resort, consisting of 150+ guest rooms, a full-service restaurant, and many indoor and outdoor amenities (employee use permitted!). Join our new and senior staff in the Food and Beverage department and take in the surrounding splendor the area has to offer.

The Assistant Front Desk Manager assists the Front Desk Manager in overseeing daily Front Desk operations, providing exceptional guest service, supporting employees, and ensuring compliance with resort policies and procedures. The position provides leadership, training, and operational support across assigned Front Desk locations and assumes responsibility for day-to-day Front Desk operations when the Front Desk Manager is absent, within established authority limits.

 Generous Benefits Package:

• Dental & Vision Insurance – Keep your smile (and your sight) bright and healthy
• Life Insurance – Peace of mind for you and your loved ones — fully paid by us
• 401(k) Participation – Plan for your future while enjoying the present
• Paid Vacation – Because everyone deserves a break
• Paid Holidays – Celebrate the moments that matter most

On-Resort Perks:

• Free Access to Resort Amenities – Enjoy the Fitness Center, Pools, Golf Course & more
• Exclusive Employee Discounts – Save on stays, services, and retail
• Timeshare exchange opportunities – Available after one year of employment

Duties and Responsibilities:

1. Front Desk Operations

· Oversee day-to-day functions of assigned Front Desk locations and maintain efficient desk coverage.

· Support guest check-in, check-out, reservations, guest inquiries, and resort service requests.

· Assist with voids, refunds, adjustments, and other transactions within approved limits.

· Ensure adherence to established Front Desk policies, procedures, and operating standards.

· Assume operational responsibility for the Front Desk when the Front Desk Manager is away.

2. Employee Supervision and Leadership

· Provide daily direction, assign duties, and monitor employee performance and compliance with resort procedures.

· Assist with schedules, shift changes, time-off requests, and staffing coverage.

· Monitor attendance, punctuality, grooming, and adherence to company policies.

· Identify and objectively document employee performance concerns, attendance issues, and policy violations.

· Present documented concerns and recommendations for improvement or corrective action to the Front Desk Manager.

· Provide routine coaching and assist with training and performance improvement as directed by the Front Desk Manager.

· Promote teamwork, accountability, and a positive, safe workplace.

3. Guest Service and Complaint Resolution

· Respond promptly and professionally to guest concerns and difficult situations.

· Resolve guest complaints within established authority and escalate significant matters as needed.

· Coordinate with Housekeeping, Maintenance, and other departments to resolve guest needs.

· Document significant guest incidents and follow up on unresolved matters.

4. Training and Employee Development

· Train new Front Desk employees on applicable desk operations, systems, and service standards.

· Provide ongoing guidance and identify training opportunities for the Front Desk Manager.

· Reinforce proper reservation, payment, cash-handling, and guest service procedures.

5. Payroll, Scheduling and Administration

· Review and approve payroll through Paylocity when authorized.

· Assist with schedules, employee time-off requests, attendance records, and department communications.

· Complete required checklists, reports, and operational documentation accurately and on time.

6. Cash Handling and Financial Controls

· Assist in investigating cash variances and coordinate with Accounting and Shift4 as appropriate.

· Monitor proper cash-handling, bank reconciliation, payment processing, refunds, and void procedures.

· Report unusual discrepancies promptly to the Front Desk Manager.

7. Manager on Duty, Safety and Emergencies

· Assume Manager on Duty responsibilities and on-call duties when assigned.

· Respond to guest or operational emergencies in accordance with established procedures.

· Promote a safe working environment and ensure staff follow company safety guidelines.

· Communicate significant incidents and operational concerns to appropriate management.

8. Inventory and Interdepartmental Coordination

· Order Market merchandise and monitor supplies when assigned.

· Maintain clear shift-to-shift communications and coordinate with other resort departments.

· Assist with departmental projects and perform other duties as assigned.

Management Authority

The Assistant Front Desk Manager may direct daily Front Desk operations, assign work, address immediate operational concerns, and provide routine employee coaching. The Assistant Front Desk Manager documents performance and conduct concerns and makes recommendations to the Front Desk Manager. The position does not independently issue formal disciplinary action, including written warnings or suspensions, or make termination decisions. Formal discipline remains the responsibility of the Front Desk Manager and appropriate senior management.

Requirements

· High school diploma or GED required.

· At least one year of customer service or hospitality experience; supervisory experience preferred.

· Working computer knowledge and ability to learn property management and payment systems.

· Strong verbal and written communication skills; ability to communicate effectively in English.

· Excellent organizational, problem-solving, and guest service skills.

· Ability to lead and train staff, handle sensitive information confidentially, and work varied shifts, weekends, and holidays.