Assistant Front Desk Manager - Premier Resort

Path Resorts • Sanbornton, NH

4d • Onsite

About The Position

The Assistant Front Desk Manager assists the Front Desk Manager with daily Front Desk operations, exceptional guest service, employee support, and compliance with resort policies and procedures. The role provides leadership, training, and operational support across assigned Front Desk locations and assumes responsibility for day-to-day Front Desk operations when the Front Desk Manager is absent, within established authority limits.

The position may direct daily operations, assign work, address immediate operational concerns, and provide routine employee coaching. It documents employee performance and conduct concerns and makes recommendations to the Front Desk Manager. It does not independently issue formal discipline, including written warnings or suspensions, or make termination decisions; formal discipline remains the responsibility of the Front Desk Manager and appropriate senior management.

The Assistant Front Desk Manager may also assume Manager on Duty and on-call responsibilities when assigned, respond to operational or guest emergencies, and coordinate with other resort departments. The position is at Steele Hill Resorts in Sanbornton, New Hampshire.

Requirements

• High school diploma or GED required.
• At least one year of customer service or hospitality experience.
• Working computer knowledge and ability to learn property management and payment systems.
• Strong verbal and written communication skills and ability to communicate effectively in English.
• Excellent organizational, problem-solving, and guest service skills.
• Ability to lead and train staff, handle sensitive information confidentially, and work varied shifts, weekends, and holidays.

Nice To Haves

• Supervisory experience preferred.

Responsibilities

• Oversee day-to-day functions of assigned Front Desk locations and maintain efficient desk coverage.
• Support guest check-in, check-out, reservations, guest inquiries, and resort service requests.
• Assist with voids, refunds, adjustments, and other transactions within approved limits.
• Ensure adherence to Front Desk policies, procedures, and operating standards, and assume operational responsibility when the Front Desk Manager is away.
• Provide daily direction, assign duties, and monitor employee performance and compliance with resort procedures.
• Assist with schedules, shift changes, time-off requests, and staffing coverage.
• Monitor attendance, punctuality, grooming, and adherence to company policies.
• Document employee performance concerns, attendance issues, and policy violations, and present concerns and recommendations to the Front Desk Manager.
• Provide routine coaching and assist with training and performance improvement as directed by the Front Desk Manager.
• Promote teamwork, accountability, and a positive, safe workplace.
• Respond promptly and professionally to guest concerns and difficult situations; resolve complaints within established authority and escalate significant matters as needed.
• Coordinate with Housekeeping, Maintenance, and other departments to address guest needs.
• Document significant guest incidents and follow up on unresolved matters.
• Train new Front Desk employees on desk operations, systems, and service standards; provide ongoing guidance and identify training opportunities.
• Reinforce proper reservation, payment, cash-handling, and guest service procedures.
• Review and approve payroll through Paylocity when authorized.
• Maintain schedules, employee time-off requests, attendance records, department communications, checklists, reports, and operational documentation.
• Assist in investigating cash variances and coordinate with Accounting and Shift4 as appropriate.
• Monitor cash handling, bank reconciliation, payment processing, refunds, and void procedures, and promptly report unusual discrepancies to the Front Desk Manager.
• Assume Manager on Duty and on-call responsibilities when assigned; respond to guest or operational emergencies according to established procedures.
• Promote workplace safety and ensure staff follow company safety guidelines; communicate significant incidents and operational concerns to appropriate management.
• Order Market merchandise and monitor supplies when assigned.
• Maintain shift-to-shift communications, coordinate with other resort departments, assist with departmental projects, and perform other duties as assigned.

Benefits

• Dental insurance
• Vision insurance
• Life insurance fully paid by the employer
• 401(k) participation
• Paid vacation
• Paid holidays
• Free access to resort amenities, including the Fitness Center, pools, and golf course
• Employee discounts on stays, services, and retail
• Timeshare exchange opportunities after one year of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED