Assistant Front Desk Manager - Premier Resort

Path Resorts • Sanbornton, NH

5d

About The Position

Steele Hill Resorts, located in Sanbornton, New Hampshire, is a high-end resort with more than 150 guest rooms, a full-service restaurant, and indoor and outdoor amenities. The Assistant Front Desk Manager assists the Front Desk Manager in overseeing daily Front Desk operations, delivering exceptional guest service, supporting employees, and ensuring 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, provide routine coaching, document employee performance and conduct concerns, and recommend improvement or corrective action to the Front Desk Manager. It does not independently issue formal discipline or make termination decisions. The role may also assume Manager on Duty and on-call duties when assigned.

Requirements

• High school diploma or GED.
• 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.
• Strong 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.

Responsibilities

• Oversee day-to-day operations and desk coverage at assigned Front Desk locations.
• Support guest check-in, check-out, reservations, inquiries, and resort service requests.
• Assist with voids, refunds, adjustments, and other transactions within approved limits.
• Ensure staff follow Front Desk policies, procedures, and operating standards; assume operational responsibility when the Front Desk Manager is absent.
• Provide daily direction, assign duties, monitor employee performance and policy compliance, and assist with staffing coverage, schedules, shift changes, and time-off requests.
• Monitor attendance, punctuality, grooming, and adherence to company policies; document concerns and recommend improvement or corrective action to the Front Desk Manager.
• Coach employees and assist with training and performance improvement as directed.
• Respond to guest concerns, resolve complaints within established authority, escalate significant issues, coordinate with other departments, and document and follow up on significant incidents.
• Train new Front Desk employees on operations, systems, and service standards; reinforce reservation, payment, cash-handling, and guest service procedures.
• Review and approve payroll through Paylocity when authorized; maintain attendance records, communications, checklists, reports, and other operational documentation.
• Monitor cash-handling, bank reconciliation, payment processing, refunds, and void procedures; assist with cash-variance investigations and promptly report discrepancies.
• Assume Manager on Duty and on-call responsibilities when assigned and respond to guest or operational emergencies under established procedures.
• Promote workplace safety and communicate significant incidents and operational concerns to management.
• Order Market merchandise and monitor supplies when assigned; maintain shift-to-shift communications, coordinate with resort departments, and assist with departmental projects and other assigned duties.

Benefits

• Dental and vision insurance.
• Fully paid life insurance.
• 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: Manager
• Education Level: High school or GED