Camp Cedar Front Office and Reservations Director
Kings Island

Overview:

Camp Cedar is seeking a Front Office and Reservations Director

This individual manages all aspects of the Front Office, Reservations and Guest Services departments including but not limited to operations, planning, budgeting, staffing and payroll in accordance with the guidelines of the General Manager’s policies and procedures. Provides leadership and support to all members of the front office and reservations team, implements, and enforces the SOP’s in all areas supervised.

 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 and manage time and attendance activities for the department ensuring operational and budget requirements are met.
• 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 safety and 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 Staffing activities

• Upholds the Cedar Fair values
• 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

Qualifications:

• 3 - 5 years of comprehensive firsthand Hospitality experience in a campground, resort, hotel or equivalent with a minimum of 2 years of hospitality management
• Bachelor's Degree in Business, Hotel or Hospitality Management
• Passionate about understanding and creating an exceptional guest and associate experience like no other
• Must work nights, weekends, and holiday periods to meet business needs
• Ability to pass a mandatory (or random) drug test, per Company policy, unless prohibited by state or provincial law
• Ability to pass a background check, if 18 years of age or older, which may include, but is not limited to, credit, criminal, DMV, previous employment, education and personal references, per Company policy, unless prohibited by federal, state, or provincial law. Valid OH Driver’s license.
• Knowledge of OPERA preferred

Physical Requirements:

• Ability to Lift 30lbs
• Ability to stand/sit and walk for long periods of time
• Ability to bend, stretch and twist