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Front Office Manager

Company: Aspen Meadows Resort
Location: Aspen
Posted on: August 3, 2022

Job Description:

Accountable for the effortless and seamless movement of hotel guests in and out of the hotel and providing exceptional service through the hotel guests stay. Act as Manager on Duty, responding to guest needs as well as emergency situations. Communicate daily with the Director of Operations on goals and objectives of the department.

ESSENTIAL JOB FUNCTIONS


-Ensure all guests are being treated in an efficient and courteous manner and that all Aspen Meadow's standards are being applied.


-Responsible for the hiring, training, and direction of new Service Professionals. Coach, counsel and discipline as needed and effectively recommend suspension and/or termination.


-Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.


-Work in conjunction with accounting to maintain and minimize levels of account receivables.


-Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.


-Supervise the activities and the service levels of the concierge, Bellstaff, Guest Service, and Front Desk teams. Train and retrain as needed.


-Ensure the timely completion of performance appraisals.


-Ensure that all guests who are members/owners are appropriately recognized, meeting all standards.


-Schedule staff based on occupancy and resort activity, maintain productivity and labor costs within budgets while monitoring overtime daily.


-Ensure all Front Desk / Bell / Guest Services supplies are stocked and replenished, keeping within the budget and adhering to checkbook procedures.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:


-Responsible for assisting with the budgeting, forecasting process and responsible for management of the Front Office.


-Responsible for up-selling to guests through the Front Desk and any actions taken by the incumbent that can impact on volume of business.


-Responsible for direct link between effort expended and decisions made and revenue generated by Front Office (performance indicators are up-selling, performance, growth, turnover, etc.)


-Responsible for the financial management of the operation.


-Responsible for enhancing the product and service that is presented to the guest. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated.


-Responsible for maintaining quality department's standards and ensuring consistency in their delivery.


-Report on a regular basis to the Director of Operations on the performance of the Front Office and service professional performance from HR prospective.


-Provide support of a specialist nature to the Director of Operations and Department Managers. Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level.


-Responsible for the selection, training and development of the personnel within the Front Office Team. Able to exercise the hire and fire discretion within Aspen Meadow's policies.


-Operate the department within Aspen Meadow's policies as they relate to the ethical codes, standards of good business practice and local laws and regulations.


-Professionally represent the hotel in community and industry organizations and events.


-Participate as a team player with all departments.


-Provide constructive feedback to all departments.


-Be a leader and a role model to all Service Professionals.

EDUCATION/EXPERIENCE

High school or equivalent education required. Bachelor's Degree preferred. Minimum three years management experience with at least three years in management at progressively higher levels of responsibility.

REQUIREMENTS

-Must be able to speak, read, write and understand English.
-Must be able to read and write to facilitate the communication process.
-Requires good communication skills, both verbal and written.
-Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
-Must possess basic computational ability.
-Must possess basic computer skills.
-Most tasks are performed in a team environment with the Service Professional acting as a team leader.
-May be required to apply common sense understanding to carry out instructions via written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations.


PHYSICAL DEMANDS

-Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
-Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required during the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
-Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
-Must be able to lift up to 15 lbs. on a regular and continuing basis.
-Must be able to exert well-paced ability in limited space.
-Must be able to bend, stoop, squat and stretch to fulfill cleaning/inspection tasks.
-Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
-Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
-Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
-Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machines, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, and other office equipment as needed

Salamander Hotels & Resorts is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.

Keywords: Aspen Meadows Resort, Aspen , Front Office Manager, Executive , Aspen, Colorado

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