Assistant Manager: Front Office

Vail Resorts • Dover, VT

2d • $25 - $35

About The Position

The Front Office Assistant Manager ensures that guests and owners receive personalized, welcoming service from arrival through departure and addresses guest service issues. The role ensures adherence to front office policies, procedures, and guidelines. The assistant manager trains and coaches staff to deliver excellent guest service while following hotel and front office procedures. The ideal candidate is a proactive problem solver who puts guests first, has a professional and positive demeanor, is comfortable with numbers and accounting, can multitask, and works to improve the experience for employees and guests. The role must be performed with safety in mind to help maintain a safe environment for the employee, guests, and fellow associates.

This is a year-round, full-time position. The expected pay range is $25.00 to $35.20 per hour. The role requires work on weekends, holidays, and long shifts as occupancy requires. Housing is not available.

Requirements

• At least 18 years of age.
• Excellent computer skills, including Word and Excel, knowledge of booking channels, and some property management system experience.
• Ability to learn software applications necessary to perform the job.
• Excellent verbal and written communication skills.
• Strong organizational skills, attention to detail, problem-solving skills, and guest service skills.
• Ability to adapt to a changing environment.
• Ability to work weekends, holidays, and long shifts as occupancy requires.

Nice To Haves

• Previous supervisory experience in a hotel front office management role.
• Previous hotel front office experience and a solid understanding of hotel reservations, revenue management, and guest service.
• Undergraduate degree.

Responsibilities

• Supervise, train, coach, and empower Front Desk staff in hotel front office operations, guest service, guest security, and safety.
• Ensure Front Office staff follow front office and hotel policies and procedures, maintain professional presentation and personal hygiene, and arrive punctually.
• Provide exemplary guest service and ensure satisfactory guest arrival and departure experiences for guests and homeowners.
• Review Front Office guest service scores weekly, achieve survey goals, address service issues with staff, and coach staff on guest service protocols.
• Oversee owner and owner-guest arrivals and departures; answer questions about unit availability, inspect units, address concierge requests, check owners in and out when possible, and ensure excellent service during their stays.
• Manage reservation room assignments, fulfill guest requests, ensure assignment accuracy, resolve double bookings, and communicate last-minute room changes to Housekeeping.
• Maintain accurate bookkeeping records, collect receivables, and correct billing discrepancies.
• Order operating supplies for front office operations and adhere to the budget.
• Perform other duties as assigned.

Benefits

• Free employee ski passes and discounted lift tickets for friends and family, plus free ski lessons.
• Employee discounts on lodging, food, gear, and mountain shuttles.
• 401(k) retirement plan.
• Employee Assistance Program.
• Training and professional development.
• Referral Program.
• Health, medical, dental, 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: Manager
• Education Level: No Education Listed