Front Desk Manager - Year Round

Winter Park Resort • Winter Park, CO

23d • Onsite

About The Position

The Front Desk Manager plays a critical role in the Winter Park Resort Lodging Division. They are directly responsible for all aspects of the Front Office operation, including check-in and check-out lodging guests, all phone operations, night audits, responding to all guest service requests, and front desk staff. They create, maintain, and organize all Front Office Training and Standard Operating Procedures (SOPs). The Front Desk Manager will hire, train, supervise, coach, and correct the front desk team in conjunction with the Rooms Division Manager to build a skilled team whose duties are vital to the successful and fiscally responsible operation of the Lodging Division. They must work closely and effectively with housekeeping, maintenance, and other departments to ensure good communication and follow-through. They must also be able to handle a fast-paced and dynamic work environment.

Requirements

• College degree or equivalent experience required.
• Bachelor’s Degree in Business Management, Hospitality Management, or related field strongly preferred
• Strong and demonstrable working knowledge of Microsoft Office programs (Excel, Word, and Outlook) and computer skills required
• Working knowledge of HotSOS, or Springer-Miller System (SMS) highly desirable
• CPR/AED certification required (training will be provided)
• At least one year of related experience required.
• Experience as a supervisor and/or manager required .
• Experience at a Mountain Resort Lodging Property preferred.
• Experience with computer systems such as Springer-Miller Systems (SMS) Property Management System preferred.
• Strong financial knowledge and general accounting skills required including budgeting, business planning, creating forecast reports, and creating variance reports
• Valid Colorado Driver’s License and clean motor vehicle record required
• Strong demonstrable written and verbal communication skills
• Able and comfortable to present to large groups
• Experience acting as the initial lead for guest safety including clearly communicating accurate information, directing guests to assembly points should evacuation be necessary, and following formal procedures during emergency situations preferred
• Strong demonstrable Supervisory skills
• Is honest and demonstrates integrity
• Absolute reliability
• Personal accountability
• Follows established resort policies and procedures
• Manage confidential information
• Reports to work exhibiting a professional appearance within defined guidelines
• Is supportive of Resort mission and core values
• Sets a positive attitude and example for others to follow
• Comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisions
• Detail orientated
• Is organized and capable of performing multiple tasks
• Sees projects through to completion including follow-ups on any identified issues or long-term concerns
• Can handle a fast-paced working environment
• Is flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needs
• Prioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work.
• Every guest encountered will be acknowledged, thanked and invited back
• Strive to exceed guest’s expectations
• Has strong knowledge of the resort/department, products, services, has experienced many of those products and services
• Listens carefully to guest needs and expectations
• Anticipates & quickly responds to all guest needs and potential concerns
• Communicate with all vendors in a professional manner

Nice To Haves

• Bachelor’s Degree in Business Management, Hospitality Management, or related field strongly preferred
• Working knowledge of HotSOS, or Springer-Miller System (SMS) highly desirable
• Experience at a Mountain Resort Lodging Property preferred.
• Experience with computer systems such as Springer-Miller Systems (SMS) Property Management System preferred.
• Experience acting as the initial lead for guest safety including clearly communicating accurate information, directing guests to assembly points should evacuation be necessary, and following formal procedures during emergency situations preferred

Responsibilities

• Interviews, trains, leads, coaches, and corrects a team of Core, Regular, Seasonal and Part Time Front Desk Staff (in conjunction with the Rooms Division Manager)
• Ensures that employees have the skills, tools, and knowledge required to perform their job at the highest level (while remaining engaged)
• Responsible for a team of up to 10 people - Front Desk Supervisor, Front Desk Clerks, and Bell staff
• Manages daily labor and expenses and provides backup for needs outside of monthly budget.
• Assists Rooms Division Manager on creation of the annual budget.
• Oversees the Front Desk operations during all hours, which is the go-to location for lodging guests or owners requiring assistance
• Provides exemplary guest service skills during owner/guest check-in/check-out
• Ensures that all incoming and outgoing phone calls (internal & external) are answered/made in a courteous, professional, and expeditious manner
• Make new/altering reservations as required and respond to guest service requests as needed
• Strives to know all the answers or knows where to find them
• Manages the Front Desk schedule to ensure consistency and adequate coverage for all shifts (with consideration for the staff requests)
• Manages a safe employee and guest environment and ensures required safety meetings and updates are delivered
• Uses the HotSOS work order system to log all guest requests received and completed (or dispatches requests to an appropriate team member)
• Acts as a coordinator and communications liaison with guests, resort security, resort senior management, and emergency services (depending on the situation)
• Follows all emergency procedures and initiates communication via calling tree as necessary
• Responsible for establishing all Front Desk procedures in conjunction with the Rooms Division Manager, while continuously seeking new ways to improve the current processes
• Creates and maintains detailed, high quality, and accurate Standard Operating Procedures (S.O.P.s) for all Front Desk lodging operations
• Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly
• Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies
• Ensures proper and timely communication with housekeeping regarding guest special requests, early check-ins, late check-outs, and room moves
• Ensures proper assembly of pre-registration packages (and any other special arrival packages)
• Stays current and updates FD staff with lodging, general resort, and local area information (to be able to provide accurate information and/or assistance in response to owner and guest requests)
• Is responsible that the FD staff follows the established uniform and appearance policies and takes corrective actions if necessary
• Performs a formal hand-off from their assigned shift to the next shift’s Lead, to ensure the next shift has awareness and is fully updated on any issues occurring prior (as well as any specific follow-up actions which need to be taken)
• Establishes and maintains a positive and mutually beneficial relationship with guests and co-workers
• Delivers outstanding service to our guests, strategic partners, and co-workers
• Other duties as assigned

Benefits

• Free season pass to Winter Park and all Alterra Resorts
• Discounted friends & family tickets
• Medical, dental, vision, life, paid parental leave and more for eligible employees
• 401(k) plan with 100% company match - up to 4%
• Mental health resources for all employees
• Food & beverage and retail discounts
• Onsite employee childcare based on availability
• Discounted equipment rentals, pro-deals, and more

What This Job Offers

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