Assistant Front Office Manager

Pyramid Global Hospitality•Stevenson, WA

4d•$24 - $27•Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! About our property: Skamania Lodge is a Pacific Northwest resort set on 175 acres, featuring treehouses, glamping, golf, ziplining, a spa, and multiple restaurants. With over 22,000 sq. ft. of event space, it’s a premier destination for retreats, conferences, and celebrations. #PGH-SKL What you will have an opportunity to do: Oversee all daily Front Office operations and ensure superior guest satisfaction. Financial responsibilities include managing the annual budget, maintaining labor costs to forecast/budget, managing spending accounts and review monthly Profit & Loss reports. Maintain a schedule for proper staffing levels for all departments (Front Desk Agents, Bell Staff, Concierge, Night Audit). Ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates. Daily monitoring of room inventory, rate, and plan availability. Maintain average revenue requirements to ensure revenue maximization forecasting occupancy. Attend required meetings and ensure all information is communicated to staff. Achieve agreed upon sales targets and outcomes within schedule. Ensure authority and responsibility are properly delegated to all associates, so that the workload is distributed equally and handled in a professional manner. Manage Amenity and Package program. Ensure all guest comments regarding any deficiency in the Front Office area are addressed. Ensure all guest contact is handled in a courteous and timely manner. Must be knowledgeable and possess the ability to perform all clerk essential functions and supportive functions. Maintains an up to date working knowledge of all resort amenities as well as any special events, website knowledge and rate packages. Interacts with resort staff in a professional manner, assisting other departments with necessary information. Upsells other resort services and amenities to guests and set expectations to staff. Always maintain a professional demeanor and attitude. Follows set procedures on posting, charges, cashing checks, safe deposits, and refunds. Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious people. Acts with responsibility towards all company property, supplies and equipment. Maintains a professional appearance. Follows all Skamania Lodge dress code standards. Remains alert, courteous and helpful to the guests and colleagues always. Inspect guest rooms. Perform Manager on Duty (MOD) shifts. Reports to Front Office Operations Manager. Relieve Front Office departments or staff for breaks/lunches and call-offs/no-shows. Assist in getting group information to staff in a timely manner and updating information as needed Performs other duties as assigned. Supportive functions: In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the resort.

Requirements

Minimum of one year of supervisory experience required
Minimum of one year of customer service experience required
Must be available to work a flexible schedule, including mornings, evenings, weekends, overnights, and holidays
Strong proficiency in Microsoft Office Suite
General computer proficiency with the ability to learn new systems quickly
Basic math skills and analytical abilities
High school diploma or equivalent required
Valid driver’s license and clean driving abstract
CPR certification or ability to obtain
Excellent verbal and written communication skills, including persuasive communication
Strong interpersonal skills with the ability to engage effectively with guests and team members
Professional phone etiquette and outstanding customer service skills
Ability to receive and apply constructive feedback
Demonstrated leadership and team-building abilities
Ability to lead by example and consistently meet performance standards and target goals
Strong organizational skills with the ability to prioritize tasks and meet deadlines
Ability to work independently with minimal supervision
Ability to identify guest needs and utilize effective selling techniques to achieve goals
Skilled in resolving problems and conflicts in a diplomatic and tactful manner
Ability to interact effectively with guests and associates
Passion for creating an exceptional guest experience
Ability to perform effectively under pressure
Strong attention to detail and ability to follow verbal and written instructions accurately
Must be able to read, write, and speak English -additional language ability a plus.
Professional appearance and demeanor required

Nice To Haves

Prior hospitality experience preferred

Responsibilities

Oversee all daily Front Office operations and ensure superior guest satisfaction.
Financial responsibilities include managing the annual budget, maintaining labor costs to forecast/budget, managing spending accounts and review monthly Profit & Loss reports.
Maintain a schedule for proper staffing levels for all departments (Front Desk Agents, Bell Staff, Concierge, Night Audit).
Ensure proper training materials are in place and used by each department.
Implement coaching, career planning and recognition programs for all associates.
Daily monitoring of room inventory, rate, and plan availability.
Maintain average revenue requirements to ensure revenue maximization forecasting occupancy.
Attend required meetings and ensure all information is communicated to staff.
Achieve agreed upon sales targets and outcomes within schedule.
Ensure authority and responsibility are properly delegated to all associates, so that the workload is distributed equally and handled in a professional manner.
Manage Amenity and Package program.
Ensure all guest comments regarding any deficiency in the Front Office area are addressed.
Ensure all guest contact is handled in a courteous and timely manner.
Must be knowledgeable and possess the ability to perform all clerk essential functions and supportive functions.
Maintains an up to date working knowledge of all resort amenities as well as any special events, website knowledge and rate packages.
Interacts with resort staff in a professional manner, assisting other departments with necessary information.
Upsells other resort services and amenities to guests and set expectations to staff.
Always maintain a professional demeanor and attitude.
Follows set procedures on posting, charges, cashing checks, safe deposits, and refunds.
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious people.
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional appearance.
Follows all Skamania Lodge dress code standards.
Remains alert, courteous and helpful to the guests and colleagues always.
Inspect guest rooms.
Perform Manager on Duty (MOD) shifts.
Reports to Front Office Operations Manager.
Relieve Front Office departments or staff for breaks/lunches and call-offs/no-shows.
Assist in getting group information to staff in a timely manner and updating information as needed
Performs other duties as assigned.