Front Office Assistant Manager (West Dover, VT, US)

Vail Resorts • West Dover, VT

39d • $25 - $28 • Onsite

About The Position

The Front Office Assistant Manager ensures that each guest and owner receives personalized and welcoming guest service, from arrival to departure, and addresses any guest service issues as appropriate. She/he ensures that all front office policies, procedures and guidelines are adhered to. The Assistant Manager should be a team player who trains and provides ongoing coaching to staff to provide excellent guest service while following all hotel and front office policies and procedures. The ideal candidate will be a proactive and tenacious problem solver willing to put the guest first in all situations. He/she will possess strong guest service and professional bearing, a positive personality, be a problem solver, good with numbers and accounting, able to multi-task, and work diligently to improve the work place for employees and guests. The Front Office Assistant Manager should conduct oneself with safety in mind and undertake all job requirements in a manner which will guarantee a safe environment for oneself, guests and fellow associates.

Requirements

• Excellent computer skills, including Word, Excel, knowledge of booking channels some property management system experience
• Ability to learn a variety of computer software applications necessary to complete the duties of the job
• Excellent communication skills (verbal and written)
• Strong organizational skills, attention to detail, problem-solving skills, guest service, ability to adapt to a changing environment, ability to work weekends, holidays and long shifts as occupancy requires
• Full service hotel experience.

Nice To Haves

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

Responsibilities

• Responsible for supervising, training, coaching and empowering Front Desk staff in Hotel Front Office operations, guest service, guest security and safety.
• Ensure Front Office staff follow all Front Office and hotel policies and procedures, staff are well presented (uniforms, personal hygiene etc.) and also punctual.
• The Front Office Assistant Manager is expected to provide exemplary guest service to all guests at all times and to ensure a satisfactory guest arrival and departure experience for guests and homeowners. This includes reviewing Front Office guest service scores on a weekly basis, achieving survey goals, addressing any service issues with staff, and coaching staff to provide guest service that provides and experience of a lifetime while following guest service protocol.
• Responsible for owner and owner guest arrival and departure experience, addressing owner questions regarding availability of unit, including inspecting unit, addressing any concierge requests, checking in /out owners whenever possible and in general ensuring that each owner receives excellent guest service throughout their stay.
• Responsible for reservation room assignments, including ensuring that all guest requests are met, accuracy of room assignments, addressing and resolving any double-booking issues, communicating last-minute room changes to housekeeping
• Responsible for keeping accurate bookkeeping records including collecting on all receivables and correcting any billing discrepancies.
• Responsible for ordering operating supplies required for front office operations and adhering to budget.
• Other duties 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
• Industry: Accommodation
• Number of Employees: 5,001-10,000 employees