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Vail Resorts Assistant Front Office Manager- Elkhorn Lodge in Avon, Colorado

Reach Your Peak at Vail Resorts. As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak.

Job Summary:

Manage all operational activities of the hotel's Front Desk to provide the highest standards of courteous service while meeting and exceeding profit levels. Communicates effectively in writing and verbally to provide clear direction to staff. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for front desk staff to ensure that the Elkhorn’s high standards of quality are met. Interacts positively with guests and takes action to resolve issues to the satisfaction of guest/Resort. Spearheads customer service focus throughout the Front Desk and participates in hotel quality forum focusing on continuous improvement.

Job Responsibilities:

  • Be the final authority in dealing with all individual guest issues as they occur and try to resolve the issues to a satisfactory outcome for the guest/Resort and updates guest history accordingly.

  • Monitor room blocks on a daily basis to maximize revenue, prevent overbooking and ensure proper room availability and reservations.

  • On a daily basis ensure that all arrivals are set up correctly, by checking room types, group billing, individual FIT rates and special requests.

  • Ensures smooth operations at the Front Desk by supporting and leading the Front Desk Agents

  • Assist the Front Desk Supervisor and Front Office Manager in ensuring employees in the Front Office are performing their daily tasks according to Elkhorn Standards.

  • Maintaining a high level of professional appearance, demeanor and ethics in dealing both with guests, co-workers and subordinates.

  • Facilitates/ schedules departmental meetings, pre-con meetings for groups staying at the hotel, management trainee meetings, and hotel management meetings as required.

  • Performance of all special projects as requested by the Rooms Director and General Manager

  • Organize scheduling of the Front Desk and Night Audit (in absence of Night Audit Manager), by posting work shifts every second week.

  • Authorize payroll on a weekly basis

  • Reviews current day's expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered

  • Ensuring good safety practices of employees and guests throughout the hotel, and proper emergency and safety procedures are followed.

  • Conduct site tours of the hotels guest rooms and general areas.

  • Assist the accounting department in resolving billing issues on guest folios.

  • Assist the Front Office Manager in Pre-assigning all arrivals and managing room inventory.

  • Performs all special projects as requested by Front Office Manager, Director of Operations, and General Manager.

  • Develops strong working relationships with other department managers and directors to ensure communication and teamwork is at an optimum.

  • Conduct interviews, and perform reference checks of potential new hires within the Front Desk and Night audit (in absence of Night Audit Manager).

  • Organize and administer on the job training for new employees, and monitor training programs for hotel school interns.

  • Participate in training classes set up by the Elkhorn, Rock Resort and Vail Resort.

  • Follow proper cash handling procedures outlined in the bank contract and the training manual.

  • Complies with all Resort policies, procedures and standards of operation.

  • Ensures the Event Department leads the charge in regard to recycling efforts and environmental initiatives.

  • Performs any additional tasks or projects as required.

  • Empowers associates to provide excellent customer service

  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

  • Ensures associates understand expectations and established standards.

  • Solicits associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns

  • Able to assume responsibilities of Front Office Manager in his/her absence

  • Oversee the Concierge Team. Commissions, Payroll, Scheduling, Hiring, Performance Review

Job Requirements

  • HS diploma required.

  • College Degree in hospitality or business related field preferred.

  • Word, Excel, Outlook required; SMS preferred.

  • CPR Certification and/or First Aid Training preferred.

  • Minimum of two years of Front Desk experience in a property of similar size and quality.

  • One year supervisory experience required; previous front desk or hospitality experience as supervisor or manager preferred.

  • Ability to read and comprehend complex correspondence.

  • Ability to effectively present detailed information both verbally and in written form to guests, fellow Executives and employees throughout the organization.

  • Ability to communicate in other languages

Be a part of the resort where it all started. Imagine belonging to a team that delivers the life of luxury to its guests while infusing the mountain lifestyle in every experience. Are you someone that never settles for second best? Take your mountain exploration to the next level and join a passionate group of people who thrive on extraordinary customer service. Come help us deliver unparalleled adventures in a place that is unrivaled and unflinching. Join the team at Vail – a place that’s Like Nothing on Earth.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 251787