Manager of Front Office and Reservations
Kings Island

 JOB SPECIFIC TASKS:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. 

Managing Property Operations

• Directly oversee all operational aspects of the Front Office including managing and monitoring activities of all employees in the department making sure they adhere to the SOP’s and to the guidelines set in the employee handbook, and campground policies and procedures.
• Act as manager on duty for the campground, dealing with guest concerns, problem solving, disturbances, special requests and any other issues that may arise.
• Inform all department staff of daily activities, group, and VIP arrivals as well as special requests and repeat guests.
• Provides timely, real-time feedback to supervision and hourly associates on service and operational standards
• Approves weekly shift schedules for the department ensuring that they meet operational and budget requirements.
• Work closely with all departments to improve guest services and foster cross departmental communication.
• Creates and supports clear lines of responsibility for supervision team, including coverage and oversight throughout the day through schedule oversight.
• Champions reading guest reviews and follows-up on property survey scores and comments.
• Walks and inspects the property to ensure cabins, public spaces, and grounds areas meet sanitation and cleanliness/maintenance standards.
• Provides coaching on operations and troubleshooting of Opera, Micros and other technology components within department.
• Be aware of the Fire and Emergency procedures, and the departmental responsibilities in emergencies.
• Establish the security policies and procedures of the Campground, and ensure these policies and procedures are adhered to.

Manages the MOD Schedule and Daily Stand-up OPerations Meetings 

• Responsible for drafting Monthly MOD schedule with oversight by GM
• Fills in for MOD if necessary
• Manages resolution of guest issues and tracking
• Publishes in cooperation SOP’s for low, medium and High Compression staffing levels
• Publishes and files daily MOD reports

Managing Profitability

• Manages on-property controllable costs associated with department
• Working within the guidelines established by the General Manager, create the annual budget for the Front Office Department
• Based on the budget, establish par levels for departmental supplies.
• Provides department forecasts to General Manager.
• Initiates action to support property revenue and profitability goals.

Maintaining Revenue Management Goals

• Works closely with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).
• Balances inventory to ensure same-day sellouts.
• Understands and leverages sales and marketing advantages over competitor properties within market.

Managing and conducting Human Resource activities

• Understands the performance expectations for all positions within department
• Delivers training to associates
• Facilitates cross training to support associate professional growth and operational excellence.
• Ensures ongoing development of supervisors (e.g., one on one coaching, providing stretch assignments, etc.).
• Conducts Cedar Fair performance reviews for designated team members
• Actively participates in the talent acquisition, talent management, and talent development processes in conjunction with the Kings Island Human Resources team