Front Desk Manager - Summit Hotel

Boyne Resorts; Big Sky Mountain Village (MT); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Free ski pass

Discounted resort tickets

Employee housing options

Team events

Lodging discounts

Job summary

Boyne Resorts seeks a Front Desk Manager to support the Assistant Hotel Manager and General Manager in maintaining and improving front desk operations at Big Sky Resort in Montana. You will train, schedule, and motivate staff, recruit front desk personnel, and enforce standards to boost guest satisfaction and NPS scores.

The role requires strong communication, problem-solving, and the ability to handle guest complaints with viable solutions.

Qualifications

• Front desk or hotel front-of-house experience required.
• Strong computer literacy, including MS Office.
• Previous leadership or supervisory experience preferred.

Responsibilities

• Lead by example in performing front desk duties including check-ins and check-outs.
• Train, schedule, and motivate front desk staff to ensure top guest service.
• Handle guest issues, provide viable solutions, and manage refunds or upgrades when appropriate.
• Attend weekly Front Desk meetings and communicate with other resort departments.
• Uphold resort policies and standard procedures to improve guest satisfaction and NPS.

Skills

Front desk experience

Customer service

Team leadership

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Overview

The Front Desk Manager assists the Assistant Hotel Manager and the General Manager in maintaining and improving front desk operations by training, scheduling, monitoring, and motivating staff. Responsible for recruiting and hiring the front desk staff including any Assistant front desk Manager and/or Supervisor positions within the department. This Manager is responsible for establishing and enforcing standards and procedures while improving our Net Promoter Scores and overall guest service standards. Directly supervises front desk staff while working alongside them. Ensures proper completion of all front desk daily duties. Manager must have excellent communication skills, and work closely with other departments such as Bellmen, concierge, and housekeeping. Manager must have great problem solving skills, be willing to handle guest complaints, and offer viable solutions for guests. Implements and monitors employee incentive programs. The front desk manager must be a leader, motivator, detail-oriented and enthusiastic.

Responsibilities

• Lead by example and able to carry out all duties of the front desk staff. This includes, but is not limited to: completing check-ins and check-outs for guests, providing area and Resort information, and processing cash transactions.
• Encourage and train staff to provide the highest level of service to all guests. Hold staff accountable and counsel and discipline in a productive manner, as needed. Create a positive and productive work environment that works cohesively and communicates well with all Resort departments.
• Use judgement and authority to make decisions and resolve guest and employee issues. Able to determine when comps, guest discounts higher than 10%, upgrades, and refunds should be granted.
• Contribute to agenda for weekly Front Desk meetings.
• Able and willing to work long hours and stand for duration of shift.
• Report to weekly operational meetings to ensure that the overall front desk and Hotel goals are being met.
• Abide by and uphold Big Sky Resort and Boyne, USA policies and procedures.

Qualifications

• High School Diploma or equivalent
• Current Big Sky Resort employee in good standing
• Hotel Front Desk or front of the house experience is required
• Computer literate and proficient with Microsoft Office Suite
• Previous leadership or supervisory role is appreciated

All full time seasonal employees can enjoy the following benefits:

• FREE All Mountain Ski Pass and eligibility for Free or Discounted Tickets to other Montana Mountains and Boyne Resort properties
• Discounted vouchers for skiing at Big Sky Resort for friends and family
• Discounted ski/snowboard rentals with a free employee lesson
• 25%-50% off F&B and Retail at all Boyne outlets
• Eligibility for affordable Team Member Housing
• Lodging discounts for friends and family
• Discounted Lone Mountain Ranch Cross Country Ski Trail Pass
• Wellness Day and Eligibility for PTO
• Monthly employee events