Front Office Manager, Crested Butte
Company: Vail Resorts
Location: Crested Butte
Posted on: January 5, 2022
Crested Butte is the untamed destination at the end of the road.
We are confident in who we are and what we seek; pure, wild nature.
We take bold risks to pursue our passions and demonstrate our
untamed, intrepid grit in our everyday actions. Our dedication to
our mountains, community, coworkers and guests set us apart and
bring us together. Come join us at the end of the road.
As of Nov. 15, 2021, Vail Resorts will be requiring all employees
across North America to be vaccinated for COVID-19 .
The Front Office Manager coordinates the Front Office operations of
the Lodge at Mountaineer Square or The Grand Lodge. 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, bellman,
and night audit. She/he recruits, hires, trains and provides
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. He/she 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
his/her 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.
Essential Job Functions
- 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 or the Grand Lodge.
- 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
- 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
- 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
- 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
- Responsible for ordering operating supplies required for front
office operations and adhering to budget.
- Other tasks and assignments as required.
Specific Knowledge, Skills, and Abilities Needed for Position:
- BA, preferred
- Excellent computer skills, including Word, Excel, knowledge of
booking channels some property management system experience,
- Valid Driver's license and clean driving record, required.
- 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.
- No less than 3 years' experience in a hotel front office
- Excellent communication skills (verbal and written)
- 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
The budgeted range starts at $52,000 - $67,000 + annual bonus.
Actual pay will be adjusted based on experience.
The perks include a free ski pass, and a set of benefits
- Medical, Dental, Vision insurance, and a 401(k) retirement
- 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
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.
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 332407
Nearest Major Market: Colorado
Keywords: Vail Resorts, Aspen , Front Office Manager, Crested Butte, Executive , Crested Butte, Colorado
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