Peaks Resort & Spa Assistant Front Office Manager

Telluride Ski Resort; Mountain Village (CO); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Front Desk Manager to lead operations at a premier ski resort. This role involves overseeing daily front desk activities, training staff, and ensuring exceptional guest experiences. The ideal candidate will have strong supervisory skills, a passion for guest service, and the ability to manage budgets effectively. Join a dynamic team dedicated to providing top-notch service in a stunning mountain environment. If you thrive in a fast-paced setting and are committed to excellence, this opportunity is perfect for you.

Qualifications

• Strong guest service and supervisory skills are essential.
• Experience in hospitality management is preferred.

Responsibilities

• Oversee training and daily operations of the Front Desk.
• Hire, train, and supervise front desk staff to ensure high service levels.
• Monitor budgets and manage departmental labor effectively.

Skills

Guest Service Skills

Supervisory Skills

Communication Skills

Problem-Solving Skills

Time Management

Education

High School Diploma

Hospitality Management Degree

Tools

Kronos

Job description

Summary: Oversee the training, daily operations, and supervising all aspects of Front Desk.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Follow direction and delegation of General Manager & Director of Room Operations.
• Hire and train new front desk employees.
• Monitor Payroll and provide a schedule on a weekly basis accommodating Front Desk.
• Facilitate payroll functions for staff by maintaining daily time records in Kronos.
• Assist on organizing Orientation for all staff and beginning of the seasons.
• Provide daily supervision, delegation, and motivation of all staff. Ensure staff is following all dept. procedures, while providing a high level of service and work ethic.
• Monitor daily performance and appearance of staff. Address any disciplinary issues immediately.
• Assign Rooms two weeks prior and accommodate guests by referencing their requests.
• Use discretion to choose best tactic to recover guest satisfaction.
• Ensure guest rates, folios, and any monetary issues are corrected before guests are aware of any issue.
• Approve any refund a Front desk agent or supervisor will be making.
• Manage and expand upon all the services and amenities offered by the dept.
• Perform front desk duties when necessary.
• Maintain up to date knowledge of all hotel products. Train and lead all employees in assisting guests with all questions.
• Facilitate communication between departments & address any issues from guests or other departments in a timely and professional manner.
• Monitor all departmental supply needs and order new supplies when needed.
• Develop and maintain daily logs for am/pm shifts for front desk and bellmen.
• Ensure occupancy reports are complete and accurate each morning. Ensure that reports are distributed and updated in a timely fashion.
• Create and maintain concierge program. Work with desk agents and bell staff to ensure personalized concierge service.
• Create an on-going training program to assist all staff in improving their guest service skills, technical skills and conduct pre-season and mid-season orientations.
• Recognize and reward employees for exceptional job performance.
• When given General Staff Tips ensure tips are divided equally amongst employees.
• Perform mid-season and end of season performance bank reviews for all paid staff.
• Maintain the supply of mountain trail maps, Mountain Village and Telluride maps and brochures at the front desk.
• Monitor budgets, revenue goals and long/short term planning for the department. Manage daily labor in a responsible way that falls in line with budget expectations.
• Attend all Operations meetings.
• Set-up daily briefings at each shift change with staff to cover arrivals, departures, VIPS, and other pertinent information.
• Provide a high level of guest service and guest interaction.
• Support TSG Ski & Golf sustainability initiatives.
• Adhere to TSG Ski & Golf policies and procedures.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.

Supervisory Responsibilities:

Supervise a staff of 8 - 10 paid staff (front desk and bell staff). Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be