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

Owner Management

Outstanding Balances – Performs and records Fee collection calls and emails and provides update notes in system.

Fee processing – Processing fee payments for owners

Owner Maintenance Jobs Add work orders for owners and rentals and resort owned property

Slip fees – collection of monies due

Occupancy Agreements - collects Occupancy Agreements to ensure all current owners have current years’ Occupancy Agreement in their Owner’s file

Insurance - collection of Insurance proof for current year in their Owner’s file

Hydro Billing – track hydro deposits and bill out hydro every September. Complete final reads and collection when trailers are removed from park.

2. Rental management

Full payment –Collection of full payment taken upon arrival

Check In –
Pre-arrival activities

Housekeeping management – pre-arrival cottage check by Front Desk Person, assigning housekeeping team to clean upon check out

Add on services
Ensure all vacation guests are offered pontoon boat cruises, fishing boats and other chargeable services.

Services are booked as Maintenance Job

Payment is taken at the time of booking





Maintenance job is printed as receipt

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.

Extended Stay promotion – Advise Rental guest day before checking out they have chance to stay an additional day or more at a discounted rate

Book now for next year promotion at discounted rate

Check Out
Outstanding Balances ––Ensure no outstanding balance on file

Post Check out
Ensure cleaning assignment made for the vacant unit

3. Concessions

Suggestive sell pontoon boat cruises, fishing boats, bike rental, pay for services, food/drink items or merchandise to owners, contractors and vacation guests,

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.

Welcome Centre Cleaning – Entrance, interior, washrooms, signage

Signage updated to promote add on services

Incident Report management
Complete Incident Report for any safety related occurrence or safety hazard or potential safety concern

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:

Front desk management
Daily log book - for things to be done from previous day

Phones – answer calls, answer requests, record messages for other employees

Answering Machine - Play answering machine for messages from hours Resort closed. Record messages in daily log book for action and assign delegate employee.

Cash Register Balance

Training of new staff

Visitor Sign In
Ensure all visitors report to Welcome Centre

Visitors to Sign in and Sign out upon leaving resort

Deliveries
Check delivery for accuracy





Notify department where delivery is to go via radio to team

Reports - provide daily, weekly, monthly activity reports to Operations Manager which reports, how

Other duties

Assist Operations Manager when requested

PEOPLE

Front Desk Person possesses propriety, looks, acts and sounds like

the expectation of a Great Blue Resorts Employee

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

Customer Satisfaction as per Owner and Guest

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

Revenue Management
Owner Management – as outlined above

Rental management - housekeeping unit checks

Property Tasks

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

Management Fee revenue invoicing & collection

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

After Sale revenue reporting

Review After sale revenue for previous week and year to date

Slip fee revenue & collection

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.

Rental revenue & collection

Review Check-in occupancy for Friday and the upcoming Monday

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

Review cleaning checklist completions –

Maintenance Jobs – (formerly known as Maintenance Jobs) Chargeable Owner Requests

Review existing chargeable maintenance jobs, are we on schedule, owner invoiced, work completed in system

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📌 Golden Beach Resort - Front Desk (Ontario)
🏢 Great Blue Resorts
📍 Ontario