Front Desk Manager

LJA Mission Statement

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.

Located in the Smoky Mountains of Western North Carolina, Lake Junaluska plays a vital role by providing a location for training and renewal. Each year Lake Junaluska will host over 200,000 guests who are engaged in spiritual training, recreation or renewal events and activities. Our guests include religious, non-profit and secular groups. We are also a residential and vacation community.

Essential Functions

• Responsible for all front desk processes pertaining to overnight accommodation at Lake Junaluska owned facilities.

• Serving as a secondary support for the Lake Junaluska reservations team for event registration including events organized by Lake Junaluska, lodging packages and for events/groups that contract Lake Junaluska to provide registration services.

• Coordinates all front desk/stay related correspondences with guests looking to or staying at Lake Junaluska. At times this will require collaboration with our reservations department via our Reservations/Revenue Manager.

• Helps oversee the flow of information coming to and from the front desk team.

• Monitor hotel activity across all channels to ensure that accurate information is being shared, collected and actioned on to ensure expectations of our guests are met or exceeded.

• Responsible for monitoring guest satisfaction metrics, and responding appropriately with staff and/or Lake Junaluska guests.

• Responsible for training front desk staff, and supplemental support staff.

• Assist Director of Guest Services with interviewing and hiring front desk staff.

• Responsible for development and implementation of front desk policies and procedures.

• Manage phone system for front desk phone calls. Includes working with information technology staff in programming the system.

• Help avoid, diffuse and resolve guest challenges in a timely manner.

• Help reconcile on-property payments and resolve billing issues pertaining to lodging operations.

• Aide campground operations through property management system and guest service interactions. Provide assistance to all guests and visitors of Lake Junaluska.

• Schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed.

Other Responsibilities

• Comply with all safety policies, practices and procedures and report/rectify any unsafe activities or conditions appropriately.

• Develop, and participate in proactive team efforts to achieve departmental and organizational goals.

• Provide leadership to others through example and sharing of knowledge/skill.

• Perform other duties as assigned.

• Serves as back-up for the Director of Guest Services.

• Manage front desk staff’s timesheets, paid time off, performance, and job changes in Payroll/Staffing System.

• Help communicate departmental needs/supplies to the Director of Guest Services.

• Responsible for the daily audit of all monies received at the front desks and/or Welcome Center, assure accurate guest billing, and submission of daily deposits to accounting.

• Help monitor property’s activity/inventory to ensure smooth lodging operation.

• Strive to constantly enhance operations, whether through Maestro application, on-property procedures, communication, etc. Perform other duties and responsibilities as assigned by the Director of Guest Services and required to lead guests, staff and organization to success.