Front Office Manager

Gravity Haus • Vail, CO

20h • $70,000 - $83,000 • Onsite

About The Position

The Front Office Manager is responsible for leading the daily operations of the Front Office and Haus Experience team, ensuring exceptional service, operational excellence, and memorable guest and member experiences across all of the front office, and as a leader on the collective Gravity Haus team. This role provides hands-on leadership to the Front office team, oversees guest and owner arrival and departure experiences, drives service standards, and serves as a key operational leader within the property. The Front office Manager partners closely with department leaders to ensure seamless communication, efficient operations, and a consistently elevated experience for guests, members, and owners. The ideal candidate is a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, solving problems, and creating meaningful guest experiences.

Requirements

• 3+ years of progressive leadership within Front Office, Guest Services, or Hotel Operations.
• Expertise in navigating complex property management systems (PMS) and hospitality technology platforms.
• Strong understanding of hotel operations, reservations, and property management systems.
• Decisive problem-solver capable of managing dynamic, 24/7 operating environments with high attention to detail.
• Sophisticated communication and conflict-resolution skills with a proven ability to mentor diverse teams.
• Physical capability to stand/walk for extended periods and lift up to 30 lbs occasionally.

Responsibilities

• Orchestrate daily operations and serve as the property command center, acting as the primary escalation point for all operational and guest-related matters.
• Cultivate a high-performing Front Office team through strategic recruitment, onboarding, and continuous professional coaching and development.
• Optimize labor productivity and service delivery by engineering creative schedules that balance business demand with budgetary objectives.
• Spearhead talent and succession planning, utilizing performance reviews and SOPs to maintain a culture of accountability and excellence.
• Ensure fiscal responsibility by monitoring department expenses and contributing to annual planning and budgeting efforts.
• Operate as command center for the hotel
• Champion the end-to-end guest journey, from pre-arrival engagement to post- departure and welcome back, to deliver personalized and memorable experiences for guests, members, owners, and employees.
• Execute sophisticated service recovery strategies and implement action plans based on guest feedback, online reviews, and Net Promoter Scores (NPS).
• Standardize the delivery of welcome amenities and recognition programs to deepen brand loyalty and community connection.
• Maximize occupancy and revenue by partnering with HOA, Revenue Management, and Sales to refine room assignment and inventory strategies.
• Safeguard system integrity and connectivity across all distribution channels while ensuring seamless communication with Housekeeping and engineering on room statuses
• Foster collaborative partnerships with Housekeeping, F&B, and Membership departments to support property-wide goals and special events.
• Serve as a strategic ambassador for Gravity Haus, modeling core values and identifying sustainability opportunities to improve operational efficiency.

Benefits

• health insurance
• 401(k) with company match
• All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed