Assistant Front Office Manager
About The Position
The Assistant Front Office Manager will be responsible for the daily management of the front office operations including front desk, concierge, resort services, bell and valet. In addition the person in this role will provide guidance and leadership to the front office staff ensuring consistent quality customer service is delivered. The Assistant Front Office Manager will resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment and resort standards. This position will assign and instruct front office employees in details of work, observe performance and encourage adherence to standard procedures.
Requirements
- At least two years’ experience in a hotel front office or guest service role.
- Must have a valid driver's license.
- Must be able to stand for extended periods of time.
- Must be available to work a flexible schedule, including mornings, afternoons, weekends, and holidays.
Nice To Haves
- Experience with IQware.
- At least 1 year supervisory experience.
Responsibilities
- Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed.
- Have up to date checklists in place.
- Provide exceptional guest services.
- Closely monitor Medallia survey, gather information, and reply to the guests.
- Run reports and notice trends in Medallia and Social/Google/Trip Advisor reviews.
- Create detailed report for Director to review bi-monthly.
- Work with internal team on the scores and update boards with the monthly results.
- Do daily tracking, manage reports, and do follow-ups.
- Own performance management of direct reports in bell, FD, and concierge.
- Train, coach, develop and retain quality front desk, resort services, concierge and bell/valet staff.
- Lead standup meetings to ensure each department is ready for daily arrivals and departures, VIP’s and group happenings.
- Lead daily line up of FD, concierge, and bell staff.
- Work with sales and reservations to maximize revenue and solve oversell issues, and ensure best rates are in best rooms and repeat guests have highest level of personalized service.
- In charge of tracking forfeiture and cancellation revenue and necessary follow-ups.
- Manage and settle all billing issues.
- Reconciliation of all guest’s departed with a non-zero balance.
- Needing to make adjustments as necessary, reach out to appropriate departments for posting and reach out to guests or wholesales on behalf of guests for declined or cancelled CC information.
- Creates training manuals for all FD and Concierge new hires.
- Ensures new hire checklists are completed within 30 days and new employees are fully and efficiently trained.
- Blocking of reservations.
- Ensuring all guest notes and requests are met to the best of the hotel’s ability.
- Reaching out to guests when necessary regarding reservation changes.
- Works with Sales/Services team to set rooms and times for site tours for potential clients and groups.
- Assist at the Front Desk with check-ins and check-outs when necessary.
- Other duties as assigned
Benefits
- Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
- MORE employee discounts on lodging, food, gear, and mountain shuttles
- 401(k) Retirement Plan
- Employee Assistance Program
- Excellent training and professional development
- Referral Program
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
- Free ski passes for dependents
- Critical Illness and Accident plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
