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Front Office Operations Supervisor

2 months ago

Crested Butte, Colorado, United States Vail Resorts Full time
Job Overview

Craft Your Exceptional Experience

Embrace the opportunity to work in a vibrant mountain environment. Whether you are new to winter sports or have been enjoying them for years, this role allows you to connect with nature while fostering meaningful relationships with colleagues and guests from diverse backgrounds.

With numerous resorts spanning across multiple continents, you can choose to contribute for a season or embark on a long-term career path. From your first day, you will benefit from competitive compensation, complimentary Epic passes, free ski and snowboard lessons, significant retail discounts, and opportunities for professional growth through our comprehensive training programs.

Benefits of Employment

  • Mountain Perks: Complimentary passes for employees, discounted lift tickets for friends and family, and free ski lessons.
  • Additional discounts on lodging, dining, equipment, and transportation services.
  • 401(k) Retirement Plan.
  • Employee Assistance Program.
  • Extensive training and career development opportunities.
  • Referral Program.

Full-time positions qualify for the above 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 insurance plans.

Position Summary:

Oversee all operational functions of the hotel's Front Desk to ensure the highest standards of service while achieving profitability goals. Communicate effectively with staff to provide clear guidance and support. Monitor performance and promote improvement. Conduct interviews, select, train, supervise, evaluate, and implement disciplinary actions for front desk personnel to uphold the quality standards of the establishment. Engage positively with guests and proactively resolve any issues to enhance guest satisfaction. Champion a customer service-oriented culture within the Front Desk and contribute to ongoing quality improvement initiatives.

Key Responsibilities:

  • Act as the primary decision-maker for guest-related issues, striving for satisfactory resolutions.
  • Monitor room availability and reservations to optimize revenue and prevent overbooking.
  • Ensure all arrivals are properly arranged, including room types, billing, and special requests.
  • Support and lead Front Desk Agents to maintain smooth operations.
  • Exhibit a high level of professionalism in interactions with guests and team members.
  • Facilitate departmental meetings and manage scheduling as needed.
  • Complete special projects as assigned by management.
  • Organize Front Desk and Night Audit schedules.
  • Authorize weekly payroll.
  • Review expected arrivals and ensure VIP and special requests are pre-registered.
  • Ensure safety protocols are followed for both employees and guests.
  • Conduct tours of the hotel’s facilities.
  • Assist with billing inquiries and resolutions.
  • Collaborate with the Front Office Manager on room assignments and inventory management.
  • Conduct interviews and reference checks for potential hires.
  • Provide training for new employees and monitor internship programs.
  • Participate in training sessions offered by the organization.
  • Adhere to cash handling procedures as outlined in training materials.
  • Comply with all company policies and operational standards.
  • Support environmental initiatives and recycling efforts.
  • Complete additional tasks as required.
  • Empower team members to deliver exceptional customer service.
  • Focus on guest satisfaction in all departmental discussions and initiatives.
  • Ensure team members understand performance expectations and standards.
  • Encourage open communication and address team concerns.
  • Be prepared to assume Front Office Manager responsibilities in their absence.
  • Oversee the Concierge Team, including commissions, payroll, scheduling, and performance reviews.

Qualifications:

  • High School Diploma or equivalent.
  • At least two years of Front Desk experience in a similar establishment.
  • Ability to comprehend and communicate complex information effectively.
  • Proficient in presenting detailed information to guests and team members.
  • Multilingual communication skills are a plus.

Preferred Qualifications:

  • Degree in hospitality or a related field.
  • Proficiency in Word, Excel, and Outlook; experience with SMS.
  • CPR Certification and/or First Aid Training.
  • One year of supervisory experience in a hospitality setting.

The expected pay range for this position is $25.00 per hour. Compensation is determined based on various factors.

Vail Resorts is committed to equal opportunity employment. Qualified candidates will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other protected status.