Assistant Manager: Condo Reception Center - Keystone Property Management

Vail Resorts • Keystone, CO

17d • $57,784 - $70,631 • Onsite

About The Position

The Assistant Front Office Manager of the Keystone Property Management Condo Reception Center will be responsible for assisting with the daily management of the front office operations including front desk, concierge, call center, and valet services. In addition, the person in this role will provide guidance and leadership to the front office staff ensuring consistent quality customer service is delivered. The Assistant Front Office Manager will assist in resolving customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment and resort standards. This position will assist with assigning and instructing front office employees in details of work, observing performance and encouraging adherence to standard procedures.

Requirements

• High School education or equivalent - Required
• Extensive phone and computer skills with data entry experience – Required
• Basic reading, spelling, and math skills – Required
• Ability to converse clearly and comfortably with many different types of people in English – Required
• Ability to work with guests using good social manners, diplomacy, and tact – Required
• Valid US Driver’s License, Clean driving record and must be able to pass a Vail MVR – Required
• Ability to work well under pressure – Required

Nice To Haves

• Previous hotel/hospitality experience – Preferred

Responsibilities

• Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed. Have up to date checklists in place. Provide exceptional guest services.
• Ensure that check in and check out procedures are being performed to brand standards and that the FD and Call Center teams are meeting the required service levels.
• Train, coach and develop the Front Desk and Call Center Staff.
• Assist in leading standup meetings to ensure that the team is ready for daily arrivals and departures, VIP’s and groups.
• Assist in leading Front Desk and Call Center daily line up
• Answer Call Center and Front Desk Phones in a timely and professional manner
• Provide guests with information on Keystone Resort and the surrounding area
• Assist with managing and settling all billing issues
• Assist with reconciliation of all guest’s departed with a non-zero balance.
• Assists in making training documents for all FD and Call Center new hires. Ensures that new hire checklists are completed within 30 days and new employees are fully and efficiently trained.
• Assists as needed with inventory blocking and backfilling. Ensuring all guest notes and requests are met to the best of the hotel’s ability. Reaching out to guests when necessary, regarding reservation changes.
• Maintain a professional appearance and demeanor at all times
• Assist Condo Owners with their Reservations
• Drive Guest Courtesy Vehicle
• Expected to be cross-trained with Lodging Operations
• Collaborates and works with other Departments including but not limited to: Lodging Operations, Owner Relations, HOA Management, Housekeeping, Maintenance, IT, and Sales
• Other duties as assigned

Benefits

• 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: High school or GED