Evening Manager

The Evening Manager provides operational leadership for the Front Office during the resort's busiest hours while serving as the designated Manager on Duty during assigned shifts. This position leads the execution of Front Office operations across Boardwalk Inn, Sweetgrass Inn, Guest Experience and Valet while ensuring exceptional service, operational efficiency, and effective communication across departments.

The Evening Manager is the primary leadership presence during evening or peak operations and serves as the resort's point of contact for guest escalations, emergencies, and operational coordination.

Essential Responsibilities

Front Office Operations

• Lead the daily operation of the Front Office during assigned shifts.
• Ensure efficient arrivals, departures, and guest interactions.
• Coach Front Office Agents, Supervisors, Drivers, Valets and Guest Experience colleagues.
• Maintain service standards across all arrival and departure areas.
• Ensure operational readiness for the following day.

Team Leadership

• Provide real-time coaching and accountability.
• Support colleague engagement and recognition.
• Ensure shift communication and follow-up.
• Partner with supervisors to develop Front Office colleagues.
• Maintain visibility throughout the operation.

Guest Experience

• Resolve complex guest concerns.
• Ensure VIP arrivals and departures are executed successfully.
• Monitor guest satisfaction and service recovery.
• Partner with Housekeeping, Engineering, Food & Beverage, Security, Recreation, and other departments to resolve guest-impacting issues.

Operational Excellence

• Monitor lobby presentation and Front Office standards.
• Ensure completion of daily operational checklists.
• Communicate operational updates to department leaders.
• Document significant guest interactions and operational concerns.

Manager on Duty Responsibilities

• Serve as the designated Manager on Duty during assigned shifts.
• Respond to guest escalations and service recovery opportunities.
• Coordinate emergency response and operational incidents.
• Support other departments as needed to ensure a seamless guest experience.
• Serve as the primary communication point during evening operations.
• Conduct property walks to ensure operational and safety standards