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Front Office Manager

Date:  Nov 15, 2022

Crested Butte, CO, US

Company:  Crested Butte Mountain Resort
Shift Type:  Year Round

Come work and play in the mountains!  Whether it’s your first time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world. 


With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development program, and wellness benefits to fuel your success. 


Join us to create your Experience of a Lifetime!


Job Benefits

  • Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons  
  • MORE employee discounts on lodging, food, gear, mountain shuttles AND during the summer on bike haul, golf and other activities 
  • 401(k) Retirement Plan  
  • Employee Assistance Program 
  • Excellent training and professional development 
  • Referral Program 


Seasonal Full Time roles are eligible for the above, plus: 

  • Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (after eligible employees work 500 hours) 
  • Free ski passes for dependents 
  • Critical Illness and Accident plans 



Job Specifications: 

  • Housing: Not Available 
  • Outlet: Crested Butte
  • Shift & Schedule Availability: Full Time / Year Round
  • The budgeted range starts at $50,000 - $60,900 + annual bonus.  Actual pay will be adjusted based on experience.


Job Summary:

  • The Front Office Manager coordinates the Front Office operations of the Lodge at Mountaineer Square. The FOM ensures that each guest and owner receives personalized and welcoming guest service, from arrival to departure, and addresses any guest service issues as appropriate. This includes direct supervision of the Front Office operations which includes front desk staff and bellman.  They recruit, hire, train and provide ongoing coaching to staff to provide excellent guest service while following all hotel and front office policies and procedures.
  • The ideal candidate will be a proactive and tenacious problem solver willing to put the guest first in all things. They will possess strong guest service and professional bearing, a positive personality, be a problem solver, able to multi-task, possess good financial acumen, and work diligently to improve the work place for employees and guests.
  • The FOM should be a team player who not only trains and motivates their Front Office team but also is willing to work closely and assist FOMs at other CBMR Properties. The FOM should conduct oneself with safety in mind and undertake all job requirements in a manner which will guarantee a safe environment for oneself, guests and fellow associates


Job Responsbilities:

  • Responsible for hiring, supervising, training, coaching and empowering Front Desk staff in Hotel Front Office operations, guest service, guest security and safety at the Lodge at Mountaineer Square.
  • Ensure Front Office staff follow all Front Office and hotel policies and procedures, including guest service, booking policies, POS, guest security, accuracy of billing, hazard and safety plans. Address and correct any training issues immediately.
  • The FOM is expected to provide exemplary guest service to all guests at all times and to ensure a satisfactory guest arrival and departure experience for guests and homeowners. This includes reviewing Front Office guest service scores on a weekly basis, achieving survey goals, addressing any service issues with staff, and coaching staff to provide guest service that provides and experience of a lifetime while following guest service protocol. This also includes working with the General Manager to alter policies and procedures as needed to provide excellent guest service.
  • Responsible for adhering to and managing labor budget for front desk agents, bellman, and night audit. 
  • Follow up on accounting and reservations billing issues and resolve daily.
  • Review hotel inventory on a weekly basis. Be aware of hotel occupancy at least one month out. Communicate with other lodging managers any sell-out or over-sold dates, special requests, VIP arrivals, etc. Address with revenue manager any oversold issues. Provide guidance to group sales on availability of inventory for group blocks.
  • Monitor comp room count report and manage assignment of comps to specific units.
  • Responsible for owner and owner guest arrival and departure experience, including inspecting unit, addressing any concierge requests, checking in /out owners whenever possible and in general ensuring that each owner receives excellent guest service throughout their stay.
  • Responsible for reservation room assignments, including ensuring that all guest requests are met, accuracy of room assignments, addressing and resolving any double-booking issues, communicating last-minute room changes to housekeeping.  Manage Revenue Equalization program to ensure revenue is spread equally among owners of like units.
  • The FOM is responsible for processing owner and owner guest reservation requests, the owner arrival experience and the accurate posting of room revenue to owner statements. The FOM does address owner questions regarding revenue equalization, availability of unit, and provides feedback on guest responses that may impact owner revenue.
  • Responsible for ordering operating supplies required for front office operations and adhering to budget.
  • Other tasks and assignments as required.


Job Qualifications:

  • Education: BA, preferred
  • Computer Operations: excellent computer skills, including Word, Excel, knowledge of booking channels some property management system experience, required.
  • Licenses and accreditations: Valid Driver's license and clean driving record, required.
  • Previous work experience: Previous hotel front office management experience required; solid understanding of hotel reservations and revenue management, guest service, guest recovery, budget creation and management, billing and accounts payable.
  • Previous supervisory experience: no less than 2 years' experience in a hotel front office management role.
  • Language ability: excellent communication skills (verbal and written)\
  • Other: strong organizational skills, attention to detail, problem-solving skills, guest service, ability to adapt to a changing environment, ability to work weekends and long shifts as occupancy requires.


The budgeted range starts at $50,000 - $60,900 + annual bonus.  Actual pay will be adjusted based on experience.


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 490367

Nearest Major Market: Colorado