Front Office Manager - The Hythe - Vail Resorts
Vail, CO
About the Job
Create Your Experience of a Lifetime!
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 experience, and wellness benefits to fuel your success.
Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).
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, and mountain shuttles
+ 401(k) Retirement Plan
+ Employee Assistance Program
+ Excellent training and professional development
+ Referral Program
Full Time roles are eligible for the above, plus:
+ Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
+ Free ski passes for dependents
+ Critical Illness and Accident plans
Job Summary:
Manage all operational activities of the hotel's Front Office 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, develops and administers progressive disciplinary procedures for front office staff to ensure that the Hythe, Luxury Collection Vail’s high standards of quality are met. Interacts positively with guests and takes action to resolve issues to the satisfaction of the guest/resort. Spearhead’s customer services focus throughout the front office and assists with maintaining service quality focusing on continuous improvement. Overseeing the day-to-day operations for Front Desk, Night Audit, Bell/Valet and Concierge.
Essential Job Responsibilities
+ The Front Office Manager will assure guest service standards are being applied consistently and to all hotel and departmental policies and procedures are followed and adhered to. Ensure compliance will all Brand Standards and meet and exceed Brand Standard Audit Goals for the Luxury Collection.
+ Anticipatory guest service to pro-actively identify member and guest needs and coordinate with departments to ensure they are met, actively encourage and implement ideas and innovative thinking
+ Maintain department efficiency by managing budget and forecasts expectations, ensure accounting is accurate in regards to open folios, bag drops, group billing, petty cash, gratuities, upgrades and all other financial aspects.
+ Proactive and quick responding with guests on behalf of the Hythe to ensure no guest leaves the hotel unsatisfied. Monitoring of Medallia and responding to guest reviews as necessary through internal and external sources.
+ Excel at soliciting guest feedback via our market metrix guest system and ensuring VIP systems and services are in place and executed. Respond to all guest inquiries and phone calls within 24 hours.
+ Provide overall direction, coordination and evaluation of the front office departments.
+ Facilitates and schedules departmental meetings quarterly, attend and represent the front office for all pre-con meetings for groups staying at the hotel, management trainee meetings, and hotel management meetings as required.
+ Preparation of all reports and paperwork, ensuring all reports for management are completed accurately and submitted on a timely basis
+ Organize scheduling of the Front Office and drive teams according to business levels, groups and needs and issuing this to the team in a timely manner weekly
+ Assisting the MOD and Front Desk Supervisors in ensuring employees are performing their daily tasks according to the Hythe, Luxury Collection, Brand Standards.
+ Organize and administer on the job and continuing training for new employees, onboarding, and monitor training programs. Overall team development. Including recognizing and developing internal talent.
+ Respond and address all Employee Engagement feedback. Hire, Train and hold accountable with discipline all team members in a timely and professional manner.
+ Highly organized individual with an excellent track record of team development and guest relations.
+ Maintain a high level of professional appearance, demeanor and ethics in dealing in with guests, co-workers and team members.
+ Goal setting and employee development. Ensure utilizing “open door” policy and provide team with opportunities for open dialogue and opportunities for growth.
+ Monitor and approve employee payroll for the front office departments.
+ Ensuring good safety practices of employee sand guests throughout the hotel, and proper emergency and safety procedures are followed.
+ Develop strong working relationships with other department managers and directors to ensure communication and teamwork at optimum levels.
+ Participate and be present in training classes set up by the Hythe, Marriott and vail resorts and represent the Hythe to the highest standards in all networking opportunities.
+ Complies with all Vail Resort and Marriott policies, procedures and standards of operation.
+ Follow all SOP’s in regards to recycling efforts, environmental initiates and drive change and acceptance of Vail Resorts Journey to Net Zero.
+ Empower associates to provide excellent customer service, ensuring to emphasize guest satisfaction during departmental meetings and focus on continuous improvement, ensuring associates understand expectations and parameters.
+ Performs additional tasks and projects as required. All requests as deemed appropriate by management.
+ (Actual pay offered adjusted based on experience.)
Qualifications
+ HS diploma required, College degree preferred or equivalent experience - _required_ .
+ Two Years of hospitality experience in a property of similar size and quality - _preferred_ .
+ Multi-department experience (entry or leadership roles) (eg. Housekeeping, front office, Concierge, F&B) – _preferred._
+ Iqware PMS, Hotel Management systems experience - _preferred_ .
+ Microsoft office (excel, word, outlook etc) - _required_ .
+ Ability to read and comprehend complex correspondence in english – _required_ .
+ Ability to effectively present details information both verbally and written forms to guests, fellow leaders, team members throughout organization in Englsh – _required_ .
+ Bi-lingual; Spanish – _preferred_ .
+ Must be able to stand for extended periods, up to 8 hours while consistently bending and lifting. - _required_
+ Flexible schedule including evenings, weekends, and holidays - _required_
+ Ability to perform well under pressure _– Required_
+ Attention to detail _- Required_
+ Ability to lift more than 20 pounds - _required_
+ Ability to safely work with hazardous and caustic chemicals - _required_ .
+ _Other duties and tasks as reasonably requested by management_
The expected pay range is $55,000 - $70,000 + annual bonus. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.
_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 504313_
_Reference Date: 08/19/2024_
_Job Code Function: Front Office_
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 experience, and wellness benefits to fuel your success.
Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).
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, and mountain shuttles
+ 401(k) Retirement Plan
+ Employee Assistance Program
+ Excellent training and professional development
+ Referral Program
Full Time roles are eligible for the above, plus:
+ Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
+ Free ski passes for dependents
+ Critical Illness and Accident plans
Job Summary:
Manage all operational activities of the hotel's Front Office 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, develops and administers progressive disciplinary procedures for front office staff to ensure that the Hythe, Luxury Collection Vail’s high standards of quality are met. Interacts positively with guests and takes action to resolve issues to the satisfaction of the guest/resort. Spearhead’s customer services focus throughout the front office and assists with maintaining service quality focusing on continuous improvement. Overseeing the day-to-day operations for Front Desk, Night Audit, Bell/Valet and Concierge.
Essential Job Responsibilities
+ The Front Office Manager will assure guest service standards are being applied consistently and to all hotel and departmental policies and procedures are followed and adhered to. Ensure compliance will all Brand Standards and meet and exceed Brand Standard Audit Goals for the Luxury Collection.
+ Anticipatory guest service to pro-actively identify member and guest needs and coordinate with departments to ensure they are met, actively encourage and implement ideas and innovative thinking
+ Maintain department efficiency by managing budget and forecasts expectations, ensure accounting is accurate in regards to open folios, bag drops, group billing, petty cash, gratuities, upgrades and all other financial aspects.
+ Proactive and quick responding with guests on behalf of the Hythe to ensure no guest leaves the hotel unsatisfied. Monitoring of Medallia and responding to guest reviews as necessary through internal and external sources.
+ Excel at soliciting guest feedback via our market metrix guest system and ensuring VIP systems and services are in place and executed. Respond to all guest inquiries and phone calls within 24 hours.
+ Provide overall direction, coordination and evaluation of the front office departments.
+ Facilitates and schedules departmental meetings quarterly, attend and represent the front office for all pre-con meetings for groups staying at the hotel, management trainee meetings, and hotel management meetings as required.
+ Preparation of all reports and paperwork, ensuring all reports for management are completed accurately and submitted on a timely basis
+ Organize scheduling of the Front Office and drive teams according to business levels, groups and needs and issuing this to the team in a timely manner weekly
+ Assisting the MOD and Front Desk Supervisors in ensuring employees are performing their daily tasks according to the Hythe, Luxury Collection, Brand Standards.
+ Organize and administer on the job and continuing training for new employees, onboarding, and monitor training programs. Overall team development. Including recognizing and developing internal talent.
+ Respond and address all Employee Engagement feedback. Hire, Train and hold accountable with discipline all team members in a timely and professional manner.
+ Highly organized individual with an excellent track record of team development and guest relations.
+ Maintain a high level of professional appearance, demeanor and ethics in dealing in with guests, co-workers and team members.
+ Goal setting and employee development. Ensure utilizing “open door” policy and provide team with opportunities for open dialogue and opportunities for growth.
+ Monitor and approve employee payroll for the front office departments.
+ Ensuring good safety practices of employee sand guests throughout the hotel, and proper emergency and safety procedures are followed.
+ Develop strong working relationships with other department managers and directors to ensure communication and teamwork at optimum levels.
+ Participate and be present in training classes set up by the Hythe, Marriott and vail resorts and represent the Hythe to the highest standards in all networking opportunities.
+ Complies with all Vail Resort and Marriott policies, procedures and standards of operation.
+ Follow all SOP’s in regards to recycling efforts, environmental initiates and drive change and acceptance of Vail Resorts Journey to Net Zero.
+ Empower associates to provide excellent customer service, ensuring to emphasize guest satisfaction during departmental meetings and focus on continuous improvement, ensuring associates understand expectations and parameters.
+ Performs additional tasks and projects as required. All requests as deemed appropriate by management.
+ (Actual pay offered adjusted based on experience.)
Qualifications
+ HS diploma required, College degree preferred or equivalent experience - _required_ .
+ Two Years of hospitality experience in a property of similar size and quality - _preferred_ .
+ Multi-department experience (entry or leadership roles) (eg. Housekeeping, front office, Concierge, F&B) – _preferred._
+ Iqware PMS, Hotel Management systems experience - _preferred_ .
+ Microsoft office (excel, word, outlook etc) - _required_ .
+ Ability to read and comprehend complex correspondence in english – _required_ .
+ Ability to effectively present details information both verbally and written forms to guests, fellow leaders, team members throughout organization in Englsh – _required_ .
+ Bi-lingual; Spanish – _preferred_ .
+ Must be able to stand for extended periods, up to 8 hours while consistently bending and lifting. - _required_
+ Flexible schedule including evenings, weekends, and holidays - _required_
+ Ability to perform well under pressure _– Required_
+ Attention to detail _- Required_
+ Ability to lift more than 20 pounds - _required_
+ Ability to safely work with hazardous and caustic chemicals - _required_ .
+ _Other duties and tasks as reasonably requested by management_
The expected pay range is $55,000 - $70,000 + annual bonus. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.
_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 504313_
_Reference Date: 08/19/2024_
_Job Code Function: Front Office_
Source : Vail Resorts