Director of Front Office

Kaizen Lab Inc.; Whitefish (MT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Employee room rate $50

Spa discount

Restaurant discount

Retail discount

Job summary

The Lodge at Whitefish Lake is seeking a Director of Front Office to lead the Front Desk Team and oversee Front Office, Valet, Transportation and Concierge operations. This role requires supervisory experience and a strong focus on service quality and profitability.

Responsibilities include budgeting, staffing, cross-department coordination, and ensuring adherence to company policies while driving guest satisfaction and operational excellence.

Qualifications

• High School diploma or equivalent required.
• 4-year college degree preferred.
• 1-2 years prior guest service experience preferred.
• 1-2 years prior supervisory or management experience.
• CPR Certification and/or First Aid Training preferred.

Responsibilities

• Direct and organize the Front Office, Valet, Transportation and Concierge operations.
• Supervise and develop Front Office, Valet, Transportation and Concierge management teams.
• Maintain high standards of service and cleanliness to maximize profits.
• Plan and direct administration and planning of the Rooms department to meet daily needs.
• Describe, assign and delegate responsibilities for operation of the rooms departments.
• Ensure compliance with all policies and procedures.
• Hire, train, supervise, develop, discipline, and counsel all management employees.

Job description

The Lodge at Whitefish Lake, one of Montana's AAAFour Diamond resorts, is seeking a Director of Front Office towork with our Front Desk Team. All employees receive perks of $50 rooms atany of our properties, and discount rates at our spa, restaurant, and retail.

PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE

Direct and organizes the Front Office, Valet, Transportationand Concierge operations. Provides supervision and professional development forFront Office, Valet, Transportation and Concierge management team. Informand communicate with the team as well as maintain high standards of service andcleanliness to maximize profits.

MAIN DUTIES AND RESPONSIBILITIES

• Plan and direct the functions of administrationand planning of the Rooms department to meet the daily needs ofoperation.
• Clearly describe, assign, and delegateresponsibility and authority for the operation of the various roomsdepartments.
• Implement effective controls of rooms laborcosts among all sub departments and monitor the Front Office budget to ensureefficient operation keeping expenditures within budget limitations includingachieving budgeted revenue and labor expenses.
• Assist the departmental managers in establishingand achieving predetermined profit objectives and desired standards of serviceand financial performance.
• Maximize Front Office departmentprofitability.
• Regularly review and evaluate the degree ofguest satisfaction of the individual departments to recommend new operatingpolicies whenever a change in demand, guest dissatisfaction, or a change incompetitive environment is required.
• Investigate and resolve servicecomplaints.
• Develop, along with assistance from departmentheads, operating tools necessary and incidental to modern management principlessuch as budgeting, forecasting, purchasing specifications, job descriptions,etc.
• Ensure compliance with all policies andprocedures.
• Hire, train, supervise, develop, discipline, andcounsel all management employees according to policies and procedures.
• Attend executive level meetings to obtain anddisseminate pertinent information.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITY

• Prepare moderately complex calculations forfinancial reporting.
• Knowledge of basic sanitationrequirements/controls and applications of relevant chemicals.
• Supervisory skills.
• Ability to deal effectively with employees,vendors, contractors, etc.
• Ability to coordinate and cooperate with otherdepartments regarding Front Office and Housekeeping services andactivities.
• Ability to access and accurately inputinformation into a computer using a moderately complex computer system.
• Extensive knowledge of hotel operations.
• Excellent communication skills both verbal andwritten.
• Ability to work in teams andindependently.

SUPPORTIVE FUNCTIONS

• Perform other duties and responsibilities asassigned by the General Manager.
• Remains calm and alert, especially duringemergencies and/or heavy hotel activity, and resolves complications.
• Operates various office machines.
• Participates in and maintains active communityrelations.
• Participates in hotel activities and attendsmeetings as requested.
• Assimilate into The Averill Hospitality COREculture through understanding, supporting, and participating in all elements ofCORE. Demonstrate working knowledge of the service standards.
• Regular attendance in conformance with thestandards which may be established by Averill Hospitality from time to time isessential to the successful performance of this position.
• Due to the cyclical nature of the hospitalityindustry, employees may be required to work varying schedules to reflect thebusiness needs of the hotel.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting tothis position (titles):

• AssistantFront Desk Manager
• AdventureServices Manager
• TransportationManager

PHYSICAL REQUIREMENTS

FREQUENCY KEY: Rare- Up to 1 hour, Occasional- 1 to 3 hours,Frequent 3 to 6 hours, Constant- 6 to 8 hours

PHYSICAL ACTIVITY FREQUENCY

Reaching Constant

Near Vision Constant

Far Vision Constant

Grasping Constant

Hearing Constant

Talking Constant

Walking/Standing Constant

Stooping Frequent

Sitting Occasional

Climbing stairs Occasional

Crouching/Bending/Stooping Occasional

Pushing/Pulling Occasional

Lifting/Carrying (up to 30 lbs.) Occasional

Travel Rare

Smell Rare

QUALIFICATION STANDARDS

EDUCATION

• High School diploma or equivalentrequired.
• 4-year college degree preferred.

EXPERIENCE/ LICENSES OR CERTIFICATES

• 1-2 years prior guest service experience arepreferred.
• Prior hospitality experience preferred.
• 1-2 years prior supervisory or managementexperience.
• CPR Certification and/or First Aid Trainingpreferred.

SCHEDULE / HOLIDAYS/ PTO

The Director of Front Office is expected to keep a minimumschedule availability, adjusted as needed according to business demands, and beavailable in the event of an emergency. A requirement of scheduled hoursper week is expected, however it can be depending on the business needs.Working weekends and holidays may be required at times.

The Director of Front Office will typically be availableduring peak seasons, typically taking PTO and vacations during slowerseasons. Generally, extended PTO may not be approved during June 15 -September 15.

NOTICE

Standing, bending, stooping, and lifting weights up to andincluding 50 lbs. may be required. The hospitality business functionsseven (7) days a week, twenty-four (24) hours a day. In addition, this isa hospitality business, and a hospitable service atmosphere must be alwaysprojected.

The Lodge at Whitefish Lake, part of Averill Hospitality,offers part- and full-time, year-round employment, competitive compensation,and a full benefits package including paid holidays, paid time off, insurance,and company discounts in Whitefish, Montana's premier leisure and outdooractivity destination on the shores of Whitefish Lake.

Averill Hospitality provides equal employmentopportunities to all employees and applicants for employment and prohibitsdiscrimination and harassment of any type without regard to race, color,religion, age, sex, national origin, disability status, genetics, protectedveteran status, sexual orientation, gender identity or expression, or any othercharacteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions ofemployment, including recruiting, hiring, placement, promotion, termination,layoff, recall, transfer, leaves of absence, compensation, and training.