Front Desk Manager

## Company Description **Westgate Vacation Villas & Town Center Resort** offers you an incredible opportunity to meet and share stories with guests from around the world who come to experience Central Florida’s world-famous theme parks and attractions. Enjoy the excitement and surroundings of our world-class resort, featuring award-winning attractions and restaurants. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company. ## Job Description The Front Desk Manager is responsible for the overall financial, service, and operational performance of the Night Audit and Front Office overnight team. This role ensures strong Team Member engagement, exceptional guest satisfaction, and consistent financial results aligned with the Westgate Resorts vision. The Front Desk Manager serves as an ambassador for the Night Audit operation and collaborates closely with department leaders to support overall property success. **What you will do:** Directly supervise Front Desk Agents and are responsible for training, scheduling, assigning, and directing work, evaluating performance, supporting Team Member development, and resolving guest or Team Member concerns. - Lead and develop the Front Office team, including hiring, training, scheduling, and performance management. - Oversee daily front desk operations to ensure smooth check-ins/outs, accurate billing, and exceptional guest service. - Audit and verify transactions, including room rates, credit card balances, and nightly bucket checks. - Complete and transition Night Audit tasks, ensuring accuracy and readiness for accounting. - Support Team Members and supervisors by providing guidance, resolving issues, and maintaining positive morale. - Generate and review financial and operational reports for leadership. - Drive revenue through upselling initiatives and room upgrade programs. - Monitor guest feedback platforms (Medallia, Google Reviews, Expedia, etc.) and implement service improvement strategies. - Ensure compliance with Westgate standards and deliver consistent training to uphold service excellence. - Maintain regular communication with leadership and demonstrate reliable attendance and accountability. - Perform other duties as assigned. ## Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **What you will bring:** - 3+ years of hospitality experience, including at least 1 year in a leadership role. - Experience leading teams and overseeing front office or operational functions. - Strong analytical and decision‑making skills with the ability to interpret data and apply insights to improve operations. - Excellent interpersonal and communication skills, with the ability to build positive relationships with guests, staff, and leadership. - Proven ability to thrive in a fast‑paced hospitality environment while balancing multiple priorities with accuracy and professionalism. - Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate. - Required to pass a background check, drug test, and prove eligibility to work in the United States. **Physical Demands:** - Must occasionally lift and/or move up to 10 pounds and regularly lift, pull, push, and/or move up to 10 pounds. - Must be able to stand and walk for up to eight (8) hours. **Language Skills:** - Ability to read and comprehend simple instructions, short correspondence, and memos. - Ability to read and interpret complex…