POSITION OBJECTIVE
The Front Office Manager is responsible for supporting the Asst. Director of Rooms with the successful operation and administration of Front Office and staff to ensure that departmental goals and objectives are met. This leadership role will as needed support as a Manager on Duty, responding to guest incidents as well as emergency situations.
The Front Office Manager is responsible for ensuring that all Front Office operations are carried out seamlessly and consistently, while also developing elevated quality standards for Concierge, Guest Services, Front Desk, and Adventure Concierge (Recreation). The role’s focus includes but is not limited to the supervision, training/ development, coaching/ disciplinary corrective action, staff engagement, resort programming growth, and policy implementation and enforcement.
The Front Office Manager must ensure awareness of all departments throughout the Hotel in order to assist with the seamless movement and on-site experience of Hotel Guests, Attendees, and Patrons – within the Aspen Meadows Resort and greater Aspen Institute campus. In addition to providing exceptional service from time of reservation, through the hotel stay, and post-departure, the overall financial accuracy and simultaneous maximization of departmental profit is expected.
Essential Job Functions
- Supervise the activities and the service delivery levels of the Concierge, Guest Services Agents, and Front Desk Teams.
- Responsible for the selection, training and development of the personnel within the Front Office Team. Able to exercise the hire and fire discretion within Aspen Meadow's policies. Operate the department within Aspen Meadow's policies as they relate to the ethical codes, standards of good business practice and local laws and regulations.
- Responsible for enhancing the product and service that is presented to the guest. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
- Schedule staff based on occupancy and resort activity, maintain productivity and labor costs within budgets while monitoring daily overtime.
- Maintain constant control over changes and variances in budget for payroll, staff, ordering of supplies according to changes in occupancy levels and business needs.
- Ensure the operations staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department.
- Directly contact respective personnel and relay any deficiencies that are to be corrected. Coach, counsel and discipline as needed and effectively recommend suspension and/or termination. Ensure the timely completion of performance appraisals.
- Provide direct service to guests as needed, including, but not limited to, checking in guests, answering phones, billing, reservation adjustments, etc.
- Demonstrate comprehensive knowledge of rooms, service, facilities, including personnel, features and hours of operation.
- Establishes consistent standard operating procedures.
- Ensure cash handling policies are followed.
- Maintains Guest Glitch Reports and ensures proper follow-up accordingly.
- Responsible for Unifocus Survey scores , reviews the scores with the staff, site areas for improvement, create incentives
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
- Move throughout operation to visually monitor and take action to ensure guest experience and service standards are met. Give guidance toward improvement and make necessary adjustments for consistency. Ensure compliance aligned to partnered audit standards.
- Interact positively with customers promoting hotel facilities and services. Resolve problems to the satisfaction of parties involved.
- Assist in organizing and conducting pre-shift and departmental meetings communicating pertinent information to the staff, such as pre-arrival and daily operational information and guest recovery opportunities. Schedule and direct staff in their work assignments.
- Works collaboratively with supervisors and managers to continually enhance and advance the hotel’s goals and operations.
- Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
- Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis.
- AP/ Vendor/ checkbook/ invoicing
- Support the Housekeeping Operation when needed.
- Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level.
- Additional duties as necessary and assigned.
Education/Experience
- High school or equivalent education required; Bachelor’s Degree preferred.
- Minimum three years management experience with at least three years in management at progressively higher levels of responsibility.
- Significant attention to detail and strong verbal/ written communication skills critical.
- Computer skills (Microsoft Office 365) required ; experience with OPERA Cloud, Nuvola / Alice, ProfitSword . EZFacility , Sertifi , and Salto preferred.
- Complete understanding of bottom-line profitability and budget goals required .
Requirements
- Beyond the below listed requirements, this role may be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; facilitate problem resolution involving several variables.
- Must be able to speak, read, write and understand English.
- Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding use of negative language, and never displaying frustration.
- Maintain discretion and security for the hotel and guests.
- Have a flexible schedule that can work any shifts in addition to supporting with needed staffing coverage in the instance of call-offs (including Overnight/ Night Audit).
- Must possess basic computer and technology operation skills.
- Excellent communication skills; for both internal and external functions.
- Ensure all Front Office quality standards (including partnered affiliates) are complied with and that policies and procedures are consistently applied.
- Responsible for the financial management of the operation. Maintain profitability of Rooms Operation to support overall hotel operation.
- Considerable knowledge of complex mathematical calculations and computer accounting programs. Budgetary analysis capabilities required.
- Handle all disciplinary counseling as needed in accordance to policy.
- Motivate staff and establish a productive and positive work environment.
- Follow and support Salamander Vision, Mission Statement and Core Values.
- Follow the company’s employee handbook for rules and regulations.
- Serve as Manager on Duty when General Manager and Asst Director of Rooms are absent
PHYSICAL DEMANDS
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
- Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required during the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
- Must be able to bend, stoop, squat and stretch to fulfill handling of luggage/ packages and fulfill cleaning/inspection tasks, occasionally.
WORK ENVIRONMENT
- Most work tasks are performed indoors. Temperature generally is moderate and controlled by hotel environmental systems; however, must be able to work in extreme temperatures
- i.e. The Front Drive (-2°F) or Golfcart operations (+90°F), possibly for one hour or more.
- Must be able to change activity frequently and cope with interruptions.
Benefits for full-time employees include but are not limited to the following with an employee contribution: Medical, Dental, Vision, Short-term Disability, and Long-term Disability after 90 days of employment. Employer-provided Basic Life Insurance and Basic AD&D are provided after 90 days of employment. 401K eligibility is available to full-time employees after 90 days of employment, part-time employees can qualify to participate in a 401(k) plan after two consecutive years of working at least 500 hours. Currently, 401K Match is $0.50 on the $1.00 of an employee’s contribution up to 6%; there is a 5-year vesting period. Applications for all positions are accepted on an ongoing basis.
Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.
