Assistant Front Office Manager: Front Desk - Arrabelle
About The Position
We are seeking a high-energy and driven Assistant Front Office Manager to work closely with the Front Office Manager in leading the daily operations of the Front Desk, Night Audit, and Phone Operator teams. This role is responsible for ensuring exceptional guest service, operational efficiency, and adherence to the highest hospitality standards while supporting departmental financial goals. The ideal candidate communicates effectively both verbally and in writing, providing clear direction and leadership to the team. Responsibilities include interviewing, hiring, training, supervising, evaluating, coaching, and administering progressive discipline for Front Desk, Night Audit, and Phone Operator staff to ensure service excellence and compliance with resort standards. This position actively engages with guests, addresses concerns, and resolves issues in a professional and timely manner to ensure guest satisfaction. The Assistant Front Office Manager promotes a culture of outstanding customer service, monitors team performance, encourages continuous improvement, and supports quality initiatives that enhance the overall guest experience.
Requirements
- Degree in hospitality or business related field
- Word, Excel, Outlook, Coupa, PeopleSoftHR
- Valid CO driver's license; Possesses a valid driver's license for type of vehicle driven.
- Minimum of 1 year management related experience.
- Previous supervisory or Management experience
- Ability to effectively communicate in English to guests, vendors and employees.
- Bilingual in Spanish preferred.
Nice To Haves
- Bilingual in Spanish
Responsibilities
- Serve as the primary point of escalation for guest concerns, resolving issues promptly and professionally to achieve a satisfactory outcome for both the guest and the resort, while ensuring guest history is accurately documented.
- Monitor room inventory and daily occupancy to maximize revenue opportunities, prevent overbooking situations, and maintain accurate room availability.
- Ensure all guest, departmental, and operational communications are addressed and actioned in a timely and professional manner.
- Primary responsibilities are focused on the day-to-day operations of the Front Desk. In situations where staffing coverage is unavailable, the Assistant Front Office Manager is expected to provide direct operational coverage to ensure seamless guest service and uninterrupted departmental operations.
- Support, lead, and provide coverage for Front Desk, Night Audit, and Phone Operator operations to ensure seamless guest service and operational continuity.
- Coach, mentor, and support team members while reinforcing departmental expectations established by the Front Office Manager, Director of Rooms, and General Manager.
- Maintain a professional appearance, demeanor, and ethical standards when interacting with guests, colleagues, and direct reports.
- Collaborate closely with other hotel departments to ensure guest requests and service issues are resolved efficiently and effectively.
- Manage departmental inventories and order necessary office supplies and operational tools as needed.
- Review payroll regularly to ensure accuracy, proper reporting of gratuities, and compliance with overtime guidelines.
- Prepare, publish, and finalize staff schedules, adjusting staffing levels based on occupancy forecasts and operational needs.
- Attend daily stand-up meetings, operations meetings, rooms meetings, and inventory meetings as required.
- Monitor team compliance with required training programs, certifications, and employee engagement initiatives.
- Promote and maintain a safe work environment by ensuring all safety policies, emergency procedures, and security protocols are followed.
- Assist team members with billing inquiries, folio corrections, and other guest account-related matters.
- Build and maintain strong working relationships with leaders across all hotel departments to foster communication and teamwork.
- Empower associates to deliver exceptional guest service and resolve guest concerns confidently.
- Reinforce guest satisfaction objectives during team meetings and support continuous improvement initiatives.
- Ensure associates clearly understand job expectations, performance standards, and departmental goals.
- Foster an open-door environment, actively seeking employee feedback and addressing concerns in a timely and constructive manner.
- Assist with shift coverage needs to ensure adequate staffing levels across Front Desk, Night Audit, and Phone Operator functions.
- Perform additional duties, special projects, and responsibilities as assigned.
Benefits
- Free passes for employees
- Employee discounted lift tickets for friends and family
- Free ski lessons
- 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
- 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
Associate degree
