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Assistant Manager Front Office

2 months ago

Crested Butte, United States Vail Resorts Full time
Job DescriptionJob Description

 

Create Your Experience of a Lifetime

Come work and play in the mountains  Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).
 

Job 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
     

Full Time roles are eligible for the above, plus:

  • 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

 

Job Summary:

Manage all operational activities of the hotel's Front Desk to provide the highest standards of courteous service while meeting and exceeding profit levels. Communicates effectively in writing and verbally to provide clear direction to staff. Observe performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for front desk staff to ensure that Elkhorn’s high quality standards are met. Interacts positively with guests and takes action to resolve issues to the satisfaction of guests/resorts. Spearheads customer service focus throughout the Front Desk and participates in hotel quality forum concentrate on continuous improvement.

 

Job Specifications:

  • Outlet: Crested Butte
  • Expected Pay Range: $23.00 - $25.00
  • Shift & Schedule Availability: Full Time Year Round

 

Job Responsibilities:

  • Be the final authority in dealing with all individual guest issues as they occur and try to resolve the issues to a satisfactory outcome for the guest/Resort and update guest history accordingly.
  • Monitor room blocks daily to maximize revenue, prevent overbooking, and ensure proper room availability and reservations.
  • Daily ensure that all arrivals are set up correctly, by checking room types, group billing, individual FIT rates, and special requests.
  • Ensures smooth operations at the Front Desk by supporting and leading the Front Desk Agents Assist the Front Desk Supervisor and Front Office Manager in ensuring employees in the Front Office are performing their daily tasks according to Elkhorn Standards.
  • Maintaining a high level of professional appearance, demeanor, and ethics in dealing both with guests, co-workers, and subordinates.
  • Facilitates/ schedules departmental meetings, pre-con meetings for groups staying at the hotel, management trainee meetings, and hotel management meetings as required.
  • Performance of all special projects as requested by the Rooms Director and General Manager
  • Organize scheduling of the Front Desk and Night Audit (in the absence of the Night Audit Manager), by posting work shifts every second week.
  • Authorize payroll on a weekly basis
  • Review the current day's expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered
  • Ensuring good safety practices of employees and guests throughout the hotel, and proper emergency and safety procedures are followed.
  • Conduct site tours of the hotel's guest rooms and general areas.
  • Assist the accounting department in resolving billing issues on guest folios.
  • Assist the Front Office Manager in Pre-assigning all arrivals and managing room inventory.
  • Performs all special projects as requested by the Front Office Manager, Director of Operations, and General Manager.
  • Develop strong working relationships with other department managers and directors to ensure communication and teamwork are at an optimum.
  • Conduct interviews, and perform reference checks of potential new hires within the Front Desk and Night audit (in the absence of Night Audit Manager).
  • Organize and administer on the job training for new employees, and monitor training programs for hotel school interns.
  • Participate in training classes set up by the Elkhorn, Rock Resort, and Vail Resort.
  • Follow proper cash handling procedures outlined in the bank contract and the training manual.
  • Complies with all Resort policies, procedures, and standards of operation.
  • Ensures the Event Department leads the charge regarding recycling efforts and environmental initiatives.
  • Performs any additional tasks or projects as required.
  • Empowers associates to provide excellent customer service
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Ensures associates understand expectations and established standards.
  • Solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns
  • Able to assume responsibilities of Front Office Manager in his/her absence
  • Oversee the Concierge Team. Commissions, Payroll, Scheduling, Hiring, Performance Review

 

Job Requirements:

  • High School Diploma or Equivalent
  • Minimum of two years of Front Desk experience in a property of similar size and quality
  • Ability to read and comprehend complex correspondence.
  • Ability to effectively present detailed information both verbally and in written form to guests, fellow Executives, and employees throughout the organization.
  • Ability to communicate in other languages

 

Preferred:

  • College Degree in hospitality or business-related field
  • Word, Excel, Outlook required; SMS  
  • CPR Certification and/or First Aid Training
  • One year of supervisory experience required; previous front desk or hospitality experience as supervisor or manager

 

 

 

The expected pay range is $23.00 - $25.00. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

 

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

 

Requisition ID  504184
Reference Date: 08/12/2024 
Job Code Function: Front Office