Assistant Manager, Front Office

Kerzner International; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance: 80% Employer-Coverd

Dental, Vision, and Life Insurance: 全部

401(k) Employer Match

25 Days Paid Time Off

Winter Season Ski Pass or Fitness Pass

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts

Job summary

Kerzner International's One&Only Moonlight Basin in the United States seeks an Assistant Manager, Front Office to oversee daily operations, uphold service standards, and guide the team from arrival to departure.

You will handle guest preferences, upsell opportunities, and issue resolution while maintaining knowledge of room types, rates, and policies. This on-site role offers a premium luxury environment with comprehensive benefits.

Qualifications

• Minimum 2 years Front Office experience in a luxury hotel or resort.
• Previous management experience at Assistant Manager level preferred.
• Knowledge of hospitality operations, revenue management, and team development.
• Excellent written and verbal English communication skills.
• Strong interpersonal and problem-solving abilities.
• Proficient in Opera and Microsoft Office applications.

Responsibilities

• Manage daily Front Office operations while maintaining service standards and operational efficiency.
• Ensure rooms are accurately assigned based on reservations and guest preferences.
• Maintain knowledge of room types, rates, discounts, and policies.
• Support Front Office upselling programs.
• Maintain compliance with credit control procedures and approvals.
• Maintain a visible presence in public areas during peak periods and engage with guests.
• Ensure exceptional service throughout the guest journey and exceed expectations.
• Respond promptly to guest requests, complaints and issues with proper follow-up.
• Document guest issues and communicate concerns in daily team meetings.
• Cover shifts in Connectivity, Transportation, and Guest Services during high demand.
• Build relationships with guests to gather feedback and improve service.
• Lead, motivate, and support Front Office colleagues and foster teamwork.
• Develop and deliver ongoing training, coaching, and mentoring.
• Ensure adherence to hotel policies and standards.
• Provide reports to Finance and other departments.
• Review Front Office SOPs and update for continuous improvement.
• Perform additional duties as required by management.

Skills

Front Office experience

Hotel management experience

Hospitality operations knowledge

English communication

Interpersonal skills

Opera PMS

Microsoft Office

Tools

Opera PMS

Microsoft Office

Job description

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 Assistant Manager, Front Office supports the daily operations of the Front Office department. This role ensures exceptional guest service while supporting colleagues with the resources, tools, training, and guidance needed to succeed. They oversee the guest experience from arrival through departure, including guest preferences, service recovery, and issue resolution.

Key Duties & Responsibilities

• Manage daily Front Office operations while maintaining service standards and operational efficiency
• Ensure rooms are accurately assigned based on reservations, room categories, and guest preferences
• Maintain a strong knowledge of room types, rates, discounts, and policies
• Support the implementation of Front Office upselling programs
• Maintain compliance with credit control procedures, ensuring appropriate approval for accounts exceeding established limits
• Maintain a visible presence in public areas, particularly during peak periods, proactively engaging with guests
• Ensure exceptional service throughout the guest journey, identifying opportunities to exceed expectations
• Respond promptly to guest requests, complaints, and issues, ensuring appropriate follow-up
• Document guest issues, communicating key concerns during daily team meetings
• Cover shifts in other areas (Connectivity, Transportation, and Guest Services) during periods of high demand
• Build relationships with guests to gather feedback, identifying opportunities to improve serviceLead, motiviate, and support Front Office colleagues while fostering a culture of trust, respect, and teamwork
• Develop and deliver ongoing training, coaching, and mentoring to strengthen team knowledge
• Ensure colleagues' adherence to hotel policies, procedures, standards, and expectations
• Provide required reports to the Finance team and other relevant departments
• Review Front Office SOPs, providing updates wherever needed to support continuous improvement efforts
• Perform additional duties as required by the Manager, Front of the House or other members of management

Skills, Experience, and Educational Requirements

• A minimum of 2 years of Front Office experience in a luxury hotel or resort setting
• Previous management experience at the Assistant Manager level is preferred
• Proven knowledge of hospitality operations, revenue management, and team development
• Excellent written and verbal English communication skills
• Strong interpersonal, listening, and problem-solving skills
• Proficient in Microsoft Office, Opera, and other hospitality applications
• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation.Physical requirements include, but are not limited to:

• Standing, walking, stooping, kneeling, and bending in an operational environmentfor extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 50 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.