Front Office Manager

Who We Are:

Highland Pines Campground is one of the finest seasonal and overnight campgrounds in Ontario. Located on the shores of Lake Belwood, outside Fergus, our campgrounds are easily accessible from anywhere in the GTA and we are open May through October. We offer seasonal camping for trailers, overnight camping, and lakeside cabin rentals. While staying at our campground, campers can enjoy our world-class amenities including swimming pools, splash pads, themed playgrounds, sports facilities, beach front, hiking trails and exciting weekly events for all ages. Our campground also offers access to protected wetlands and an on-site marina, with rental dock slips, where you can launch your boat onto scenic Lake Belwood.

Job Summary

We are seeking an experienced and dynamic Front Office Manager to lead our front desk operations and ensure exceptional guest experiences. This position works closely with the General Manager and is responsible for the Front Office and Night Manager Team. The role is integral to the continued growth and development of Highland Pines Campground and to maximizing operational efficiencies, customer experience, and profitability.

Competencies

Prioritizes Customer Experience
Clear and concise communication
Cultural Sensitivity
Organization
Strong Analytical Skills
Problem Solving
Professionalism
Teamwork
Comply with quality assurance expectations and standards
Summary of Responsibilities

Train, develop, and supervise a team of Front Desk Agents and Night Managers (Security)
Review, comply with, and enforce the company’s policies with reporting employees
Develop a thorough knowledge of Highland Pines policies, emergency and security procedures, site locations; all park related fees and offerings, amenities, events and selling strategies.
Organize the campground events calendar and develop events strategies and initiatives to run efficient events working within budget. Provide oversight to the campground Events Team and provide support on the day of the event
Enforce Campground policies with customers and assist with camper discipline and/or eviction if necessary
Respond to seasonal and transient camper questions regarding park policies, park events and activities inquiries, and general inquiries accurately and in a professional manner.
Must be available on evenings, weekends and holidays during peak operating season (April-October) to ensure smooth and efficient park operations.
Must be available to work industry tradeshows during the offseason, may include weekends
Provide support to the Trailer Sales Department to insure smooth sales process for prospective customers
Collaborate with other departments to ensure seamless communication and service delivery
Answering telephone calls and park reservation inquiries in a courteous and professional manner.
Monitor online booking traffic and provide occupancy reports to the General Manger
Manage Front Office Store operations including purchasing product, pricing, advertising, and inventory management
Responsible for cash floats and enforces all cash, check handling, and credit policies.
Present and explain statements of charges to inquiring campers.
Provide superior customer experience to guests
Carry out other tasks and duties as assigned by the General Manager
Uphold and enforce Highland Pines uniform policy for Front Desk Agents and Night Managers

Job Requirements and Qualifications

College Diploma or University Degree or equivalent related experience in the hospitality industry
Five (5) years of leadership role with direct public contact in the hospitality industry
Experience in Property Management Systems
Experience in managing a cash float
Experience in Microsoft Office – Word, Excel and PowerPoint
Experience with Google Suite and Monday.com
Ability to work individually as well as part of a team
Must be a self-motivated and well-organized individual
Professional appearance and manner

APPLY

jobs@highlandpines.com