Great Blue Resorts owns and operates 10 private resort lakefront properties located throughout Ontario’s cottage country. These properties offer outright ownership of beautiful pre-manufactured seasonal recreational cottages. Our resorts have full facilities including community areas, swimming pools, splash pads, multi-sports courts, playgrounds and beaches.
ROLE OF AN FRONT DESK PERSON
Front Desk Person Role Overview
The Front Desk role is designed to ensure the Corporate Objectives of maximizing profitability and Owner, Guest & Staff happiness for their resort by following the 3V Philosophy of Visibility, Velocity and Value. The Front Desk person is a strong sales driver, profit focused and people oriented.
This Position is key to managing administrative activities in the Welcome Centre building and sustaining positive relationships, ensuring customer satisfaction and strong financial returns for investors while generating revenue through chargeable owner maintenance jobs plus through concession and add-on sales.
Skills
A Front Desk Person should possess strong time management skills with the ability to perform multiple revenue generating opportunities and providing resort support with potential owners, existing owners and rental guests.
Responsibilities/Accountabilities
The Front Desk Person role is to ensure the maximum profitability of all incremental business activities, while providing customer satisfaction through high standards of service and positively impacting the overall customer experience.
Financial management
The Front Desk Person’s responsibility will include but not limited to the following:
Revenue
1. Owner Management
a. Outstanding Balances – Performs and records Fee collection calls and emails and provides update notes in system.
b. Fee processing – Processing fee payments for owners
c. Owner Maintenance Jobs Add work orders for owners and rentals and resort owned property
d. Slip fees – collection of monies due
e. Occupancy Agreements - collects Occupancy Agreements to ensure all current owners have current years’ Occupancy Agreement in their Owner’s file
f. Insurance - collection of Insurance proof for current year in their Owner’s file
g. Hydro Billing – track hydro deposits and bill out hydro every September. Complete final reads and collection when trailers are removed from park.
1. Rental management
a. Full payment –Collection of full payment taken upon arrival
b. Check In –
i. Pre-arrival activities
ii. Housekeeping management – pre-arrival cottage check by Front Desk Person, assigning housekeeping team to clean upon check out
c. Add on services
i. Ensure all vacation guests are offered pontoon boat cruises, fishing boats and other chargeable services.
ii. Services are booked as Maintenance Job
iii. Payment is taken at the time of booking
iv. Maintenance job is printed as receipt
v. Arrange winterization with outside contractor and ensure contract is signed. Mark all units on a map for contractor. Make sure keys are given and returned. Email all customers to inform then when winterization is completed and if any issues arose.
d. Extended Stay promotion – Advise Rental guest day before checking out they have opportunity to stay an additional day or more at a discounted rate
e. Book now for next year promotion at discounted rate
f. Check Out
i. Outstanding Balances ––Ensure no outstanding balance on file
g. Post Check out
i. Ensure cleaning assignment made for the vacant unit
2. Concessions
a. Suggestive sell pontoon boat cruises, fishing boats, bike rental, pay for services, food/drink items or merchandise to owners, contractors and vacation guests,
b. Process fishing and hunting license if applicable
PROPERTY
The Front Desk Person must strive to support a safe, clean and well-maintained resort to our daily, weekly and annual guests by supporting the resort team as required below.
1. Welcome Centre Cleaning – Entrance, interior, washrooms, signage
2. Signage updated to promote add on services
3. Incident Report management
a. Complete Incident Report for any safety related occurrence or safety hazard or potential safety concern
b. Keep copy in Incident Report file and ensure a copy to Health & Safety Compliance Manager
ADMINISTRATION
The Front Desk Person is responsible for the accuracy and completion of all resort related administration, paperwork and document requirements including:
1. Front desk management
a. Daily log book - for things to be done from previous day
b. Phones – answer calls, answer requests, record messages for other employees
c. Answering Machine - Play answering machine for messages from hours Resort closed. Record messages in daily log book for action and assign delegate employee.
d. Cash Register Balance
e. Training of new staff
2. Visitor Sign In
a. Ensure all visitors report to Welcome Centre
b. Visitors to Sign in and Sign out upon leaving resort
3. Deliveries
a. Check delivery for accuracy
b. Notify department where delivery is to go via radio to team
4. Reports - provide daily, weekly, monthly activity reports to Operations Manager which reports, how
5. Other duties
a. Assist Operations Manager when requested
PEOPLE
1. Front Desk Person possesses propriety, looks, acts and sounds like
the expectation of a Great Blue Resorts Employee
2. Front Desk Person wears GBR name tag at all times while on duty
Key Performance Indicators
The Front Desk Person’s success will be measured by the following key performance indicators:
Annually
1. Customer Satisfaction as per Owner and Guest
2. Attendance of all meetings and training sessions at resort
Week in the Life of an Front Desk Person
The Front Desk Person schedule is 40 hours per week.
.
The schedule during Pre, Peak and Post resort season is Friday through Tuesday and Wednesday and Thursday off, to accommodate busiest sales and rental demands.
SUNDAY to SATURDAY
1. Revenue Management
a. Owner Management – as outlined above
b. Rental management - housekeeping unit checks
2. Property Tasks
3. Operations Manager
Meet with your Operations Manager, who should have the appropriate reports ready for your meeting review including performance information from the previous week:
Revenue activities reporting
1. Management Fee revenue invoicing & collection
a. November portion of management fees to be collected by November 30th and May 1st portion of management fees must be paid in full prior to May 1st for recreational cottage owner to have access to the resort with services to remain off until paid in full
2. After Sale revenue reporting
a. Review After sale revenue for previous week and year to date
3. Slip fee revenue & collection
a. Review of outstanding balances for Slip fees to be collected prior to May 1st, # calls made, emails, make personal visits to owner cottage if outstanding and cannot secure payment via calls and email.
4. Rental revenue & collection
a. Review Check-in occupancy for Friday and the upcoming Monday
b. Review Vacation customer survey rating results from the previous week, work on survey/feedback collection plan for current week including rental units, check-out opportunity
c. Review cleaning checklist completions –
1. Maintenance Jobs – (formerly known as Maintenance Jobs) Chargeable Owner Requests
a. Review existing chargeable maintenance jobs, are we on schedule, owner invoiced, work completed in system
Great Blue Resorts is committed to employment equity regardless of national or ethnic origin, color, religion, gender, sexual orientation, age or disability. Great Blue Resorts welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
