Front Desk/Guest Service Manager

Responsibilities will include, but are not limited to: Oversee day to day Front Desk operations and our Market sundry shop, with major focus on customer service while maintaining the high standards of The Waterfront Inn and AHC Hospitality. We are looking for a self-starter with a proven track record of providing exceptional guest service, achieving the budgeted goals, and effectively motivating and managing their team., Assure each department is operating under the established standards and policies set forth by AHC Hospitality. Ensure optimum performance of the front desk team; direct and oversee all aspects of the property's front desk operation and Market sundry shop.

· Ensure excellence in guest service while overseeing all Front Office operations and Market.

· Understand the mission, vision, and goals The Waterfront Inn and AHC Hospitality.

· Create and sustain a work environment that embraces The Waterfront Inn and AHC Hospitality cultures; ensure fair and equitable treatment and associate satisfaction to enable business success

· Perform front desk agent responsibilities

· Motivate and inspire all team members to strive consistently to provide and improve customer service levels and their work environment, embracing and promoting our company One Degree philosophy

· Recognize, reward and support positive performance and behavior though leadership by example, open communication, public recognition, and incentive programs

· Training all new hires and aiding in the development of all front desk associates

· Flexible work schedule and the ability work any day, any shift as necessary to maintain the high standards of our 24-hour / 365 days per year department and hotel operation

· Efficiently and professionally running the front desk, including relationships with other departments

· Ensure smooth check-in and check-out of all guests

· Manage room and rate inventory to maximize occupancy and room revenue

· Manage supplies inventory for the front office supplies and hotel Market sundry shop

· Train, equip and empower all associates to provide outstanding service

· Ensure the lobby, Market, hotel front entrance and reception area are always clean and organized

· Conduct daily shift meetings

· Conduct monthly department meetings

· Monitor property cleanliness, quality of product and servicethroughout hotel

· Ability to manage and use standard software applications and hotel systems

· Active participation in budgeting/forecasting and profit maximization

· Review, reconcile and approve all invoices pertaining to the front office area

· Work effectively with vendors and ensure we are getting best products, service and value from each of our vendors

· Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals

· Ability to work in collaboration with the other AHC Hospitality properties and corporate office to ensure quality compliance within the corporation

· Maintain strong knowledge of the local market, including demand generators, competitor strategies, business drivers and community impact opportunities

· Work to determine areas of concern and develop strategies to improve performance

· Coach and support hotel team to effectively manage occupancy and rates, wages and controllable expenses

· Manage costs within the hotel; including supplies, utilities, and labor expenses, within budgeted parameters, combining with sales/revenue to deliver an efficient and profitable operation

· Complete and submit month-end inventories and reports for the month-end closing and P&L process

· Analyze customer feedback and Medallia scores and comments, customer service logs, etc. to identify any service issues and trends. Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results

· Compose and administer annual performance reviews, disciplinary action/coaching & counseling forms for associates as necessary to maintain high standards and open communication with all associates.

· Proficient in OPERA, Outlook, Word and additional programs used

· Minimum one year related hospitality management experience required

· Previous hotel experience preferred

· Strong Rooms department background preferred

LANGUAGE SKILLS

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

· Ability to write routine reports and correspondence

· Ability to speak effectively before guests and associates of the organization

MATHEMATICAL SKILLS

· Ability to perform addition, subtraction, division, and multiplication

· Ability to calculate figures and amounts such as discounts or percentages

· Ability to read and manage profit and loss statements

· Ability to project forecasts

REASONING ABILITY

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

· Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Health insurance, 401(k) matching, Paid time off, Vision insurance, Health savings account, Dental insurance, Life insurance, Paid holidays, Come join and grow with us! With three hotels currently in The Villages and another opening in 2026, our company offers a tremendous opportunity for long term career growth! This Front Desk/Guest Service Manager at The Waterfront Inn, located at lake Sumter Landing, offers competitive pay with great benefits and exciting career opportunities. Benefits include: Eligible for 2 weeks paid vacation during 2026, annual bonus program, 8 paid holidays, health insurance, dental & vision insurance, eligible for free Villages Charter School tuition for your children, 401K with company match, HSA with company match and more. For this role, we are seeking a hands-on, dynamic leader with a strong focus on customer service and service enhancement, as well as potential for future advancement and promotion., * Is regularly required to stand, walk, and run

• Is required to use hands and fingers to handle or feel objects
• Is required to frequently reach with hands and arms
• Is regularly required to talk or hear, taste, or smell
• Is occasionally required to sit and stoop, kneel, crouch, or crawl
• Must occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, and peripheral vision

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The hotel functions 7 days a week, 24 hours a day. All employees, both management and hourly must realize this fact and be aware that at times it may be necessary to move an employee from their accustomed shift as business demands.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year, * 401(k) matching

• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance