Assistant Front Office Manager: Guest Services - Arrabelle

Vail Resorts • Vail, CO

4d • $57,784 - $64,064 • Onsite

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 (seasonal Ice Rink). 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 Concierge, Valet and Bell staff to ensure service excellence and compliance with resort standards. This position actively engages 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.

Nice To Haves

• Bilingual in Spanish preferred.

Responsibilities

• Serve as the primary point of escalation for guest concerns involving Valet, Bell Services, and Concierge operations, ensuring issues are resolved promptly and professionally while maintaining accurate guest history records.
• Monitor guest arrivals, departures, transportation requests, luggage flow, room orientations and VIP services to ensure exceptional guest experiences and operational efficiency.
• Ensure all guest requests, departmental communications, and concierge inquiries are handled accurately, efficiently, and in a timely manner.
• Primary responsibilities are focused on the day-to-day operations of Valet, Bell Services, and Concierge. 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.
• Lead, support, and provide direction to Valet Attendants, Bell Attendants, and Concierge team members to maintain the highest levels of service and professionalism. Working cohesively with the team and Bell Captain.
• Support and guide Guest Services team members in accordance with standards and expectations established by the Front Office Manager, Director of Rooms, and General Manager.
• Maintain a consistently professional appearance, demeanor, and ethical standard when interacting with guests, associates, and leadership.
• Work closely with Front Desk, Housekeeping, Engineering, Transportation, and other departments to coordinate guest needs and resolve service concerns.
• Maintain inventories of guest services equipment and supplies, including luggage carts, radios, uniforms, storage materials, and other departmental resources, and place orders as needed.
• Review payroll regularly to ensure accuracy, proper reporting of gratuities, compliance with labor standards, and effective management of overtime.
• Prepare, publish, and finalize schedules while reviewing occupancy forecasts, group arrivals, and transportation needs to ensure appropriate staffing levels.
• Attend daily stand-ups, operations meetings, rooms meetings, and other departmental meetings as required.
• Ensure team members remain in good standing by completing all required training, safety certifications, and employee engagement initiatives in a timely manner.
• Promote a safe working environment by ensuring proper vehicle handling procedures, luggage handling practices, guest safety standards, and emergency protocols are consistently followed.
• Assist team members with guest transportation arrangements, luggage handling concerns, local recommendations, special requests, and other concierge-related services.
• Develop strong working relationships with hotel leaders and department managers to foster communication, collaboration, and operational excellence.
• Empower team members to anticipate guest needs and deliver exceptional and personalized service experiences.
• Emphasize guest satisfaction and Forbes/Luxury service standards during departmental meetings while promoting continuous improvement.
• Ensure associates clearly understand departmental goals, service standards, and performance expectations.
• Foster an open-door environment by encouraging associate feedback, addressing concerns promptly, and supporting employee engagement efforts.
• Assist with securing shift coverage and provide direct operational support whenever necessary.
• Perform additional duties, special projects, and responsibilities 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree