Front Desk and Marketing Assistant

With nearly two decades of hospitality expertise, IDM Hospitality is one of the country's leading developers, operators, and support teams within the independent and boutique sector throughout the country. IDM Hospitality operates over a dozen award-winning hotels throughout multiple states.

Come join our team as Front Desk and Marketing Assistant at the Edgewater Resort in Door County, Wisconsin!

Summary Scope of Role

As the Front Desk Guest Relations and Marketing Assistant, you will oversee the daily operations of the front desk and assist the General Manager with various marketing duties. This is a dual role position. This includes coordinating and expediting the registration and checkout processes, in addition to the completion of administrative duties as assigned. This role will also be responsible for property marketing initiatives and follow up.

Primary Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:

Greet and welcome guests upon arrival, and register guests into the computer, verifying reservations, addresses, and credit information

Ensure the Guest Service Agents act in accordance with the set forth standard operation procedures

Focus on revenue management operations and daily inventory assessment.

Accept payment for guests’ accounts both at the time of registration and at checkout

Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.

Supervise and train the front desk associates as needed, ensuring the correct sequence of events for proper registration and checkout of guests.

Assign specific tasks to front desk agents related to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.

Communicate the hotel’s brand in an authentic, resonant, and relevant way to entice the hotel’s target audiences to move through the customer journey with a goal of sales conversion

Administrate the creating and publishing of relevant, original, high-quality content for all channels, including social media, email, brand collateral, sales collateral, and print

Ensure all content, including photography, content, and graphic design, is on brand and meets professional standards

Devise a content strategy that articulates content pillars, topics, and areas that are relevant to the target audience’s motivations and barriers

Create a regular social media publishing schedule and promote content through social advertising

Implement a content editorial calendar to manage content and plan specific, timely marketing campaigns

Ensure all channels (social media, SEO/SEM, email, website, print, radio, TV, display advertising) are integrated to maintain consistency in brand, message, and tone and to ensure all channels complement each other without redundancy

Manage or oversee all social advertising campaigns that drive users throughout the customer journey

Manage all email marketing campaigns to nurture relationships with guests and generate revenue

Manage all reputation management functions, including responding to reviews and monitoring guest feedback for actionable insights

Serve as social platform subject matter expert, i.e., understand all trends and incorporate findings into actionable strategies quickly and efficiently

Actively participates in the development of the annual marketing and sales plan

Maintain all front desk-related equipment and a par stock of supplies.

All other duties as assigned.

Secondary Responsibilities

Maintain a daily log of all guests’ opportunities with corrective action steps.

Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.

Follow-up on credit opportunities.

Collaborate with revenue management team during weekly meetings to drive performance

Proactively review available data to make recommendations for how to improve performance in all channels.

Become familiar with hotel industry KPIs like occupancy rate, ADR, and RevPAR. Thoroughly understand the property’s demand generators by customer market segment and develop strategies to grow demand.

Supervisory Responsibilities

The Front Desk / Marketing Assistant reports directly to the General Manager and has limited direct supervisory responsibility over the line-level guest services staff.

Experience and Education

High School Diploma or GED required.

Minimum of two years (2) experience in hotel guest services required.

2+ years of experience in a marketing, advertising, or communications role required.

Bachelor’s or associate’s degree in business, Marketing, Communications, Journalism preferred.

Previous supervisory experience preferred.

Competencies / Skills / Abilities

Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must possess basic computational ability.

Must possess basic computer skills

Excellent verbal and written communication skills.

Maintain a friendly and professional demeanor, contributing to a positive guest experience and team environment.

Adapt to changing circumstances and guest needs with flexibility and composure.

Ability to use transactional data, audience data, industry data, and qualitative data to understand the needs of the target audience and modify messages as needed.

Desire to continually educate oneself about shifting industry trends, best practices, and technologies

Understanding of the integrated marketing landscape and proven experience developing, implementing, and measuring marketing plans, including paid social media, paid search, email marketing, organic social media, and website best practices

Schedule Opportunities

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Part-Time, 8 to 15+ hours per week based on business need.

Weekdays, Weekends, and Holidays based on business need.

Attendance at all scheduled training sessions and meetings is required.

This is a non-benefited position.

This position is eligible for the End of Season Bonus of $500, which is payable if working the requested hours May through October.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

IDM Hospitality Management Group (“IDM”) is an Equal Opportunity and E-Verify Employer. We are committed to diversity and inclusion, providing an inclusive environment where you can bring your whole self to work. We aim to help you balance your work and personal life while supporting your professional growth. We welcome applications from all individuals, regardless of gender, race, sexual orientation, religion, age, disability status, or caregiving responsibilities.