FRONT OFFICE MANAGER
Job description
Summary
General Purpose: To ensure all guests’ needs are anticipated and taken care of in a calm and courteous manner, ensure all Front Office employees have the tools and systems required to run a successful operation, and complete all essential duties to create a smooth and welcoming Front Desk Operation
Essential Duties/Responsibilities:
- Enthusiastically welcome our guests and anticipate their needs. Assist with check ins and check outs as needed
- Coach and train all new and existing Front Desk Agents, Bellman, Supervisors, and Assistant Front Office Manager
- Hire and onboard all Front Office employees
- Creates environment that empowers and encourages employees
- Organize monthly Front Office meetings, as well as monthly one-on-one meetings with agents
- Payroll and ensuring hours are accurate without going over budget
- Train and ensure all possible knowledge has been given to employees to create a successful work environment
- Budget according to occupancy and needs
- Drive shuttles when Bellman is absent/assist with guests luggage and requests when necessary
- Helps with night audit training and covers night audit shifts when necessary
- Scheduling accurately and thoroughly making sure there are the correct amount of employees present according to occupancy and trends.
- Work with AFOM and supervisors to create successful policies and procedures that are clear and efficient
- Oversee bonus payouts at the end of each season
- Provide concierge services including but not limited to; directions, restaurant recommendations and reservations, suggestions on what to do in the area
- Make deliveries to guest rooms when needed
- Work efficiently in a fast-paced environment
- Flexible scheduling (Holidays, mornings, nights, weekends, etc.)
- Be able to take initiative to resolve any guest issues, complaints, or requests
- Create memorable experiences with a fantastic, welcoming personality that can relate to guests and associates
- Multi-task with an impeccable eye for detail to ensure accuracy and efficiency
- Share personal passions and knowledge of the services and amenities available to guests to help them feel at home
- Any other tasks assigned by manager
Associate is held accountable for all duties of this job.
Qualifications
Job Qualifications:
- 2-3 years of a Hospitality background required
- Previous supervisor role overseeing no less than 2 employees required
- College degree or some college is preferred (combination of experience and education may be accepted)
- Fluency in English both verbally and non-verbally, foreign language knowledge is a plus
- Previous cash handling experience required
- Knowledge of immediate and surrounding areas (Snowmass, Aspen, Basalt, Carbondale, Glenwood Springs)
- Able to handle guest complaints and problems with a calm and courteous manner
- Able to act as the Manager on Duty for entirety of shift, sometimes including handling guest complaints from other departments.
- Ease of speaking with guests for a duration of eight hours or more with excitement and enthusiasm
- Handling requests and making valid decisions in absence of Front Office Manager
Knowledge: Hospitality background and previous supervision role required
Skills: Able to train and coach employees to ensure the front office operations run smoothly. Knowledge of Microsoft programs preferred, but not required (Outlook, Word, Excel, Proofpoint)
Abilities: Attention to detail, technical skills, ease of learning new tasks, flexibility, being proficient in a fast-paced environment, and able to make connections with both guests and colleagues.
Education or Formal Training: College degree preferred but not required, hospitality background required.
Material and Equipment Directly Used: Able to lift 50-150 pounds and stand/actively walk around for extensive periods of time (8 or more hours)
Working Environment/Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to walk, stand, and sit. The associate is occasionally required to climb and use balance. Additionally, the associate will frequently be asked to use hands and arms to reach, carry, and lift. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
While performing the duties of this job, the associate will experience temperature fluctuations, and moderate to high noise levels.
Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Benefits
Full-time year- round employees:
- Medical / Dental / Vision Insurance (Full-Time)
- 401k
- Retirement Savings Plan (RSP)
- Basic Life Insurance
- Vacation pay (after one year)
- Sick pay, available upon hire
- Ski pass or cash in lieu- Winter perk
Additional perks may include:
- Colleague Rate and Complimentary Room Nights
- Flexible Spending Account
- Free bus passes for commuters
- F&B Discounts
Wage
- The starting salary for this position is 60,000. Actual pay will be commensurate with experience.
Our Values: Respect | Integrity | Humility | Empathy | Creativity | Fun
Hyatt is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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