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Front Office, Assistant Manager, Keystone Lodge

Date:  Jun 3, 2021
Location: 

Keystone, CO, US

Company:  Keystone Resort
Shift Type:  Year Round

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

The Assistant Front Office Manager will be responsible for the daily management of the front office operations including front desk, concierge, resort services, bell and valet. In addition the person in this role will provide guidance and leadership to the front office staff ensuring consistent quality customer service is delivered. The Assistant Front Office Manager will resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment and resort standards. This position will assign and instruct front office employees in details of work, observe performance and encourage adherence to standard procedures. 

 

Job Requirements

  • Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed. Have up to date checklists in place. Provide exceptional guest services.
  • Closely monitor Medallia survey, gather information, and reply to the guests.
  • Run reports and notice trends in Medallia and Social/Google/Trip Advisor reviews. Create detailed report for Director to review bi-monthly. Work with internal team on the scores and update boards with the monthly results.
  • Do daily HotSoS tracking, manage reports, track issue and do follow-ups. Report out during Hotel Meetings
  • Own performance management of direct reports in bell, FD, and concierge.  Hire, train, coach, develop and retain quality front desk, resort services, concierge and bell/valet staff.
  • Lead standup meetings to ensure each department is ready for daily arrivals and departures, VIP’s and group happenings.  Lead daily line up of FD, concierge, and bell staff. 
  • Work with sales and reservations to maximize revenue and solve oversell issues, and ensure best rates are in best rooms and repeat guests have highest level of personalized service.
  • Issue banks to employees, do bi-weekly counts, timely returns. Do cash reconciliation of all the transactions.
  • In charge of tracking forfeiture and cancellation revenue and necessary follow-ups.
  • Reconciliation of all guest’s departed with a non-zero balance. Needing to make adjustments as necessary, reach out to appropriate departments for posting and reach out to guests or wholesales on behalf of guests for declined or cancelled CC information.
  • Creates training manuals for all FD and Concierge new hires. Ensures new hire checklists are completed within 30 days and new employees are fully and efficiently trained.
  • Blocking and packing of reservations. Ensuring all guest notes and requests are met to the best of the hotel’s ability. Reaching out to guests when necessary regarding reservation changes.
  • Works with Sales/Services team to set rooms and times for site tours for potential clients and groups.

 

Qualifications

Required:

  • At least two years’ experience in a hotel front office or guest service role.
  • Must have a valid driver's license.
  • Must be able to stand for extended periods of time.
  • Must be available to work a flexible schedule, including mornings, afternoons, weekends, and holidays.

 

Preferred:

  • Experience with LMS. 
  • At least 1 year supervisory experience. 

 

The budgeted range starts at $40,500-$46,250.  Actual pay will be adjusted based on experience.

 

The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 

 

We’re looking for team members who are passionate about their work and the world around them, who take pride in ensuring our guests receive the best possible service and who bring a sense of self and fun to all they do. Life at 9,280 feet in the sky is a little different. With our crisp Rocky Mountain air and boundless options for adventure and exploration, you can join a community who loves where they live and loves what they do. Keystone will be your home away from home; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team – where A Mountain of Possibilities awaits. www.vailresortscareers.com

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 304630


Nearest Major Market: Denver