Front Desk Manager

2 weeks ago

Aspen, Colorado, United States Stay Aspen Snowmass Full time
Job Title: Manager on Duty

At Stay Aspen Snowmass, we are seeking a highly skilled and experienced Manager on Duty to join our team. As a key member of our Front Office team, you will be responsible for ensuring the smooth operation of our Front Desk and directing all activities of the Rooms Division in the absence of Upper management.

Key Responsibilities:
  • Monitor and coach five-star and five-diamond standards in all guest services positions in the Rooms Division, ensuring exceptional customer service for every guest.
  • Deal with all guest-related issues, as well as emergency and security situations, in all areas of the hotel.
  • Ensure that all guest issues, actions, resolutions, and follow-ups are communicated to the hotel as a whole via ALICE.
  • Greet and escort return guests with over 5 stays and all suite guests on arrival.
  • Escort all guests in the absence of Bell staff as requested.
  • Be present and active at the Front Desk, managing Front Desk Agents to ensure responsibilities are upheld.
  • Monitor Ski Package Bookings in the winter and order tickets accordingly.
  • Manage Champagne Inventory and prepare arrival champagne service daily.
  • Train new staff to 5-star 5-diamond standards (PBX and Front Desk).
  • Future Room Blocking.
  • Group Folio Preparation.
  • Check Cashiers' Paperwork.
  • Relieve Concierge and Front Desk for breaks as needed to ensure continuous service.
  • Provide relief coverage for Night Audit as necessary.
  • Perform tours of the hotel throughout the evening to monitor employees' performance, notice deficiencies, and notify the appropriate Division head.
  • Attend Rooms Division, Department Head, departmental meetings if applicable, Daily Stand Up, Department Head, and Arrival Meetings in the absence of Assistant Front Desk Manager.
  • Meet with Group Coordinators to accommodate any needs.
  • Communicate closely with property-wide managers, as applicable, to ensure follow-up on any special problems or guest requests.
  • Manage room inventory on sold-out nights to maximize occupancy.
  • Assist the Engineering team as needed.
  • Call the Fire Department or Police Department when the situation requires their assistance.
  • Act without prior authority in all matters concerning the safety, security, and well-being of hotel guests, patrons, and employees in the absence of senior management.
  • Make the General Manager and Hotel Manager aware of guest comments and complaints that require further information than can be given through ALICE Guest Alerts.
  • Able to create electronic hotel keys.
  • Able to perform CPR.
  • Comply with all policies and procedures for the Front Office Department, Stay Aspen Snowmass, and Aspen One.
  • Familiar with hotel and fire safety procedures.
  • Assist in emergency and security procedures as directed by management.
  • Complete tasks and projects delegated by their manager and assist other departments as business volumes and staff levels demand.
Supervision Given and Received:

Given: Exercises direct supervision over Front Desk Staff. Responsibilities include, but are not limited to, frequent and detailed review of work, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Received: Works under direct supervision of Front Office Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice, and assistance are readily available.

Work Environment and Physical Demands:

Ability to stand, walk, or be on your feet for extended periods of time. Kneeling and bending may be required.

Regularly work indoors with no adverse conditions. Some positions require exposure to outdoor elements or a combination of both indoors and outdoors and may be required to walk on slippery and uneven surfaces.

Must be able to occasionally lift, push, or pull up to 50 lbs. individually or with assistance.

Job Benefits:

This position is categorized as a regular full-time position eligible for the following benefits:

  • Health, Dental, and Vision Insurance Programs.
  • Flexible Spending Account Programs.
  • Life Insurance Programs.
  • Paid Time Off Programs.
  • Paid Leave Programs.
  • 401(k) Savings Plan.
  • Employee Ski Pass and Dependent Ski Passes.
  • Other company perks.

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Stay Aspen Snowmass is an equal opportunity employer.

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