Assistant Manager Front Office

CoralTree Hospitality • Olympic Valley, CA

17d • $75,000 - $78,000

About The Position

This key leadership role is responsible for supervising and managing the day-to-day operations of the Front Desk. You will supervise, direct, mentor and manage team members who respond to a wide variety of guest requests, adding personal touches and recommendations with each interaction. About Everline Resort & Spa Located in California’s Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe. The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, the third largest ski resort in North America, a championship golf course, relaxing spa treatments and a wide range of recreational activities. Our sophisticated lodge environment perfectly complements its rugged surroundings and reflects the spirit of the region. Our on-site restaurant options include casual dining at Sandy’s Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille. Additional resort amenities comprise our heated swimming pools open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing and cross-country ski centers, and a private ice-skating rink that is available to guests throughout the winter season. Everline Resort & Spa takes inspiration from the distinct history and experience of the property and is a nod to the historic rail lines that connected throughout the area. As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes: Discounted Palisades Tahoe Ski Pass; food & beverage, retail, and spa discounts; free rentals on ski gear, ice skates, nordic skiing, and golf course access; discounted rooms at Hyatt and CoralTree Properties; group medical, dental, vision, life, and disability benefits; participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement; an employee assistance program; paid time off/sick time; and the opportunity to participate in a 401(k) plan with a company match

Requirements

• Must be able to understand, speak, read, and write in English.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.
• Must be capable of walking or standing 90% or more of a normal 8 hour work shift.
• Must be capable of frequently carrying, lifting. pushing or pulling up to 50lbs.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.

Nice To Haves

• Minimum of one-year of supervisory experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.

Responsibilities

• Supervises and manages team of Front Desk Agents. This includes training, mentoring, counseling and scheduling team members. Additionally, provides oversight of other Rooms Departments, such as: Guest Services, Concierge, Communications (PBX), etc.
• Supervises the coordination of arrivals, departures and billing requirements with Sales and Catering Department. Less than twenty percent of the time, an Assistant Front Office Manager may also review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Assures that all financial and credit procedures are followed by Front Desk Agents. Follows up on credit problems with the Front Desk Manager. Reviews cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements. Less than twenty percent of the time, an Assistant Front Office Manager may also review all paid-outs, rebates, petty cash disbursements and direct billings.
• Responds swiftly and effectively in any hotel emergency or safety situation. Takes action and provides supervision in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees
• Resolves customer complaints from all areas of the hotel, ensuring guest interactions are handled with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Less than twenty percent of the time, an Assistant Front Office Manager may also assist guests with inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Interaction with guests will be in person and by phone.
• Supervises and manages response to all guest requests, ensuring they are responded to in an accurate and timely manner. Ensure Front Desk Agents are checking guests in and out in an efficient and friendly manner during peak periods, using the guest’s name whenever possible. Less than twenty percent of the time, an Assistant Front Office Manager may also maintain a presence at the front desk to assure that guests are assigned the type of room requested and the correct rate is charged.
• Ensures luggage is delivered to guest room and correct keys are issued to the guest. Less than twenty percent of the time, an Assistant Front Office Manager may also check out guest at the end of stay in an effort to ascertain guest satisfaction, collects keys, posts late charges, and present bill to guest. May also review and settle bills accurately through credit card or cash transaction.
• Utilizes a variety of computer systems to run daily reports and select and block rooms for arriving guests. In the absence of Reservations Department staff., an Assistant Front Office Manager may accept reservations, changes, and cancellations
• In the absence of a Communications Operator, an Assistant Front Office Manager may answer guest calls and direct them appropriately These tasks are anticipated to make up less than twenty percent of the Assistant Front Office Manager’s overall workload. Moreover, the Assistant Front Office Manager’s participation in these type of tasks is meant to support the Manager’s primary job function of supervising Front Desk Agents’ completion of these types of tasks. (For all tasks designated as less than twenty percent of all working time, those tasks are referred to as cumulatively to be less than twenty percent of working hours.)

Benefits

• Discounted Palisades Tahoe Ski Pass
• food & beverage, retail, and spa discounts
• free rentals on ski gear, ice skates, nordic skiing, and golf course access
• discounted rooms at Hyatt and CoralTree Properties
• group medical, dental, vision, life, and disability benefits
• participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• an employee assistance program
• paid time off/sick time
• the opportunity to participate in a 401(k) plan with a company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees