Assistant Front Office Manager

Vail Resorts; Park City (UT); On-site; USD 52,000 - 61,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Assistant Front Office Manager, der die täglichen Abläufe des Front Office leitet und ein außergewöhnliches Gästeerlebnis sicherstellt. In dieser spannenden Rolle sind Sie verantwortlich für die Führung des Teams, die Überwachung der Gästebewertungen und die Gewährleistung eines erstklassigen Services. Sie werden die Möglichkeit haben, in einer dynamischen Umgebung zu arbeiten, in der Teamarbeit und Kundenorientierung geschätzt werden. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem aufregenden Umfeld arbeiten möchten, ist diese Gelegenheit genau das Richtige für Sie.

Benefits

Kostenlose Epic-Pässe

Mitarbeiterrabatte auf Lebensmittel und Ausrüstung

401(k) Altersvorsorge

Mitarbeiterhilfsprogramm

Ausgezeichnete Schulungs- und Entwicklungsmöglichkeiten

Mitarbeiterempfehlungsprogramm

Gesundheits-, Zahn- und Augenversicherung

Qualifications

• Mindestens zwei Jahre Erfahrung im Hotel-Front-Office oder im Gästeservice.
• Erfahrung in der Teamführung und im Kundenservice ist erforderlich.

Responsibilities

• Verantwortlich für die tägliche Verwaltung der Front-Office-Operationen.
• Sicherstellen, dass die Gästeservice-Standards konsequent angewendet werden.
• Schulung und Entwicklung des Front-Office-Teams.

Skills

Kundenservice

Teamführung

Berichtswesen

Flexibilität

Education

Abschluss in Hotelmanagement

Tools

IQware

Job description

Fast Company names Vail Resorts among the World’s Most Innovative Companies of 2024. Learn more here.

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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).

• 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)
• Critical Illness and Accident plans

Job Summary:

The Assistant Front Office Manager will be responsible for the daily management of the front office operations including front desk, concierge, resort services, bell and valet. In addition, the person in this role will provide guidance and leadership to the front office staff ensuring consistent quality customer service is delivered. The Assistant Front Office Manager will resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment and resort standards. This position will assign and instruct front office employees in details of work, observe performance and encourage adherence to standard procedures.

Job Specifications:

• Outlet: Park City – The Grand Summit Hotel
• The budgeted range starts at $52,000. Actual pay will be adjusted based on experience.
• Shift & Schedule Availability: Full Time / Year Round
• Skill Level: Advanced

Job Responsibilities:

• Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed. Have up to date checklists in place. Provide exceptional guest services.
• Closely monitor Medallia survey, gather information, and reply to the guests.
• Run reports and notice trends in Medallia and Social/Google/Trip Advisor reviews. Create detailed report for Director to review bi-monthly. Work with internal team on the scores and update boards with the monthly results.
• Do daily tracking, manage reports, and do follow-ups.
• Own performance management of direct reports in bell, FD, and concierge. Train, coach, develop and retain quality front desk, resort services, concierge and bell/valet staff.
• Lead standup meetings to ensure each department is ready for daily arrivals and departures, VIP’s and group happenings. Lead daily line up of FD, concierge, and bell staff.
• Work with sales and reservations to maximize revenue and solve oversell issues, and ensure best rates are in best rooms and repeat guests have highest level of personalized service.
• In charge of tracking forfeiture and cancellation revenue and necessary follow-ups.
• Manage and settle all billing issues.
• Reconciliation of all guest’s departed with a non-zero balance. Needing to make adjustments as necessary, reach out to appropriate departments for posting and reach out to guests or wholesales on behalf of guests for declined or cancelled CC information.
• Creates training manuals for all FD and Concierge new hires. Ensures new hire checklists are completed within 30 days and new employees are fully and efficiently trained.
• Blocking of reservations. Ensuring all guest notes and requests are met to the best of the hotel’s ability. Reaching out to guests when necessary in regards to reservation changes.
• Works with Sales/Services team to set rooms and times for site tours for potential clients and groups.
• Assist at the Front Desk with check-ins and check-outs when necessary.
• Other duties as assigned

Job Qualifications:

Required:

• At least two years’ experience in a hotel front office or guest servicerole.
• Must have a valid driver's license.
• Must be able to stand for extended periods of time.
• Must be available to work a flexible schedule, including mornings, afternoons, weekends, andholidays.

Preferred:

• Experience with IQware.
• At least 1-yearsupervisory experience.

The expected pay range is$52,000 - $60,905. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

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 508295
Reference Date:05/07/2025
Job Code Function:Front Office