Assistant Manager, Front Office

One&Only Resorts; Big Sky (MT); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance - 80% premium paid by employer

5 weeks of PTO

Complimentary transportation to/from resort

Discounts at F&B outlets on property

Job summary

A prestigious luxury resort in Big Sky is seeking an Assistant Front Office Manager to oversee daily operations of the Front Office. The ideal candidate will have a minimum of two years' experience in a luxury hotel environment and be proficient in revenue management, guest services, and team leadership. Responsibilities include managing front office activities, ensuring high levels of hospitality, supervising staff training, and resolving guest issues. The position offers various benefits including health insurance and paid time off.

Qualifications

• Minimum two years experience as a Front Office or Assistant Front Office Manager.
• Proficient in hospitality revenue management and guest services.
• Fluent in verbal and written English.

Responsibilities

• Manage daily activities and operations of the Front Office.
• Ensure the highest levels of hospitality and service.
• Supervise and train Front Office team to provide excellent customer service.

Skills

Leadership skills

Customer service

Communication skills

Attention to detail

Team development

Education

Minimum two years in a luxury 5-star hotel

Tools

Microsoft Office

Opera

Job description

( 16129 )

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

The purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations and colleagues. With experience in a high-quality luxury hotel/resort, the Assistant Front Office Manager will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Support all property operations, ensuring that the highest levels of hospitality and service are provided. Assistant Manager, Front Office oversees all stages of the guest’s stay, starting from arrival and check in to check out and departure. Assistant Manager, Front Office will support the tracking of guest preferences and resolution of service issues, and will report all extraordinary cases to the Manager, Front Office.

Key Duties And Responsibilities

Managing employees

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviours
• Develop specific goals and plans to prioritize, organize, and accomplish your work
• Supervise and manage employees
• Understand employee positions well enough to perform duties in employees' absence
• Empower employees to provide excellent customer service
• Conduct regular trainings for employees
• Evaluate the staffing requirements and prepare work schedules weekly
• Ensure that there is proper coverage according to hotel occupancy
• Regular check of Front Office LQA Standards
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance
• Regular check of staff adherence to policy and procedures of the hotel
• Assist, as needed, in the interviewing and hiring of team members
• Perform regular trainings for Front Office team
• To assist with any other duties as assigned

Focus on Guests satisfaction

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved
• Provide immediate assistance to guests as requested
• Provide services for customer satisfaction and retention
• Create unforgettable moments for guests and making sure guests are blown away with the hotel service
• Maintain high visibility in public areas during peak times
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Record guest issues in the guest response tracking systemMaking sure all guests’ complaints are followed up and discussed during the daily meeting within the team
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement
• Participate, as needed, in the investigation of employee and guest accidents
• Always seek opportunities to improve client service
• Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image

Additional Duties

• Manage day-to-day operations of Front Office, ensuring the quality, standards and exceeding the expectations of the customers daily
• Ensure compliance with all policies, standards and procedures
• Update SOPs related to Front Office when necessary
• Maintain a strong working relationship with all departments to support property operations and goals
• Attending internal hotel meetings, presenting Front Office department
• Support implementation of the upselling program
• Ensure all the rooms are assigned properly: according to category booked and guests preferences
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies
• Provide necessary reports to Finance department when needed
• Cooperate with 3rd party companies when necessary
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval
• Cover night Front Office shifts when required
• Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times
• Oversee Front Office in absence of Manager, Front Office
• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures of the hotel
• Perform similar such duties or tasks in any area of the hotel as may be designated by Management
• Attend training courses as required and continually strive for the improvement of own knowledge and skills
• Be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills
• Maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel
• Render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position

Education & Experience Requirements

• Minimum two years working in a luxury, 5-star hotel as a Front Office/Assistant Front Office Manager
• Must be proficient in hospitality revenue management, guest services and team development
• Previous work in customer service and reservations experience preferred
• Excellent written and oral communication skills required
• Strong leadership skills and interpersonal communication skills
• Must be fluent in verbal and written English
• Excellent computer and typing skills are required
• Microsoft Office proficiency and Opera
• Excellent listening and comprehension skills required

Benefits

• Medical insurance - 80% of premium paid by employer
• Health Savings Account with $50 employer contribution per pay period
• Dental, vision & life insurance - 100% of premium paid by employer
• 5 weeks of PTO (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership

Physical Requirements

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 50 pounds
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.