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Front Office Supervisor

2 months ago

Vail, Colorado, United States Vail Resorts Full time
Embark on a Rewarding Career in Guest Services

Experience the thrill of working in a vibrant mountain environment. Whether you are new to winter sports or have been enjoying them for years, becoming part of our organization allows you to cultivate a love for the outdoors while forging lasting relationships with colleagues and visitors from around the globe.

With numerous resorts spanning three continents, you have the opportunity to work for a season or develop a long-term career. From your first day, you will benefit from competitive compensation, complimentary Epic pass(es), free ski and snowboard lessons, substantial retail discounts, and opportunities for professional growth through our renowned training and development programs. Additionally, we offer wellness benefits to support your overall success.

Job Benefits
  • Ski/Mountain Perks: Complimentary passes for employees, discounted lift tickets for friends and family, and free ski lessons.
  • Additional employee discounts on accommodations, dining, equipment, and transportation.
  • 401(k) Retirement Plan.
  • Employee Assistance Program.
  • Exceptional training and career development opportunities.
  • Referral Program.
Full-time positions are eligible for the aforementioned benefits, plus:
  • Health Insurance options including Medical, Dental, and Vision plans (available for eligible seasonal employees after 500 hours of work).
  • Free ski passes for dependents.
  • Critical Illness and Accident plans.
Job Overview:

Oversee all operational functions of the hotel's Front Office to ensure the highest standards of customer service while achieving financial goals. Communicate effectively both in writing and verbally to provide clear guidance to staff. Monitor performance and promote improvement. Responsible for interviewing, selecting, training, supervising, evaluating, counseling, and implementing progressive disciplinary actions for front office personnel to maintain the high standards of quality expected. Engage positively with guests and proactively resolve issues to ensure satisfaction. Lead a customer service-focused environment throughout the front office and assist in maintaining service quality with an emphasis on continuous improvement. Manage daily operations for Front Desk, Night Audit, Bell/Valet, and Concierge services.

Key Responsibilities
  • Ensure consistent application of guest service standards and adherence to all hotel and departmental policies and procedures. Meet and exceed Brand Standard Audit Goals.
  • Proactively identify and fulfill guest needs, collaborating with various departments to ensure satisfaction.
  • Maintain departmental efficiency by managing budgets and forecasts, ensuring accurate accounting for all financial aspects.
  • Respond promptly to guest inquiries and feedback, ensuring no guest leaves unsatisfied.
  • Facilitate overall direction and coordination of front office departments.
  • Conduct quarterly departmental meetings and represent the front office in various management meetings.
  • Prepare and submit all necessary reports and paperwork accurately and on time.
  • Organize scheduling of the Front Office team based on business demands.
  • Assist in ensuring staff performance aligns with hotel standards.
  • Administer training programs for new employees and monitor ongoing development.
  • Address all Employee Engagement feedback and ensure timely accountability for team members.
  • Maintain a professional appearance and demeanor in all interactions.
  • Encourage open communication and growth opportunities within the team.
  • Monitor and approve payroll for front office departments.
  • Ensure safety practices are followed for both employees and guests.
  • Foster strong relationships with other department managers to enhance communication and teamwork.
  • Participate in training sessions and represent the organization at networking events.
  • Comply with all company policies and environmental initiatives.
  • Empower team members to deliver exceptional customer service and emphasize guest satisfaction.
  • Perform additional tasks as required by management.
Qualifications
  • High School diploma required; College degree preferred or equivalent experience.
  • Two years of hospitality experience in a similar environment preferred.
  • Experience in multiple departments (entry or leadership roles) preferred.
  • Familiarity with hotel management systems preferred.
  • Proficient in Microsoft Office Suite.
  • Ability to comprehend complex correspondence in English.
  • Strong verbal and written communication skills in English.
  • Bi-lingual; Spanish preferred.
  • Physical ability to stand for extended periods and lift over 20 pounds.
  • Flexible schedule including evenings, weekends, and holidays.
  • Ability to perform well under pressure and attention to detail.
  • Ability to safely handle hazardous materials.
  • Other duties as assigned by management.
Benefits include:
  • Complimentary ski passes for employees.
  • 401(k) retirement plan.
  • Discounted lift tickets for friends and family.
  • Free ski lessons.
  • Discounted lodging, meals, equipment, and transportation.
  • Excellent training and professional development.
  • Critical Illness and Accident plans.
  • Medical, Dental, and Vision insurance (available after 750 hours of work).
  • Free ski passes for dependents.
The expected pay range is $55,000 - $70,000 + annual bonus. Individual compensation decisions are based on various 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.