Mgr: Front Office

Vail Resorts South Lake Tahoe , CA 96150

Posted 4 months ago

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Job Summary:
Manages all operational activities of the properties Front Office to provide the highest standard of courteous service while meeting and exceeding profit levels. Provides overall direction, coordination, and evaluation of the front office department and staff. Interviews, hires, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for front office staff. Interacts positively with guests and takes action to resolve issues to the satisfaction of guest/resort. Generally, manages a medium staff of 5 to 10 hourly employees.

Additional job responsibilities include (but are not limited to):

  • Ensure that Vail Resort's guest service standards are being applied consistently and departmental policies and procedures are followed.

  • Must remedy all guest complaints or issues.

  • Must coach and discipline associates.

  • Intercept all guest issues and respond directly with guests on behalf of the property.

  • Manage payroll weekly schedules for all front office staff and be within budgeted CPOR.

  • Review the current day's expected arrivals and check all VIP and owners special request reservations to ensure that they are pre-registered.

  • Ensure all checklists are updated and are completed.

  • Conduct interviews and reference checks as well as organize and administer on-the-job training for new employees.

  • Follow proper cash handling procedures in the training manual.

  • Review all guest folios for proper payment and credit card charges.

  • Develop strong working relationships with all departments.

  • Assist the accounting department in resolving various billing issues on guest folios.

  • Conduct daily pre-shift meeting with housekeeping.

  • Daily review of applicable paperwork.

  • Develop and train employees for career advancement.

  • Responsible for attending all company training classes.

  • Oversee all responsibilities of Transportation team, including CHP compliance, permitting and vehicle maintenance.

Job Requirements:

  • Bachelor Degree preferred.

  • Minimum 2 years Front Desk or customer service preferred.

  • Minimum 2 years supervisory experience preferred.

  • Microsoft Office experience and skills required.

  • Strong verbal and written English skills required.

  • Strong customer service skills required.

  • Success Factors, PeopleSoft preferred.

  • Previous experience in Property Management or hotel preferred.

If you want to work for a different kind of ski resort, you've found your perfect match at Heavenly. With a massive mountain full of off-the-grid terrain and incredible views of Lake Tahoe, Heavenly is for those who want to go big and forge their own path. From on-mountain concerts to world-famous aprs ski parties and a one-of-a-kind DJ CAT, Heavenly exudes high-energy from first chair to last call. Come be a part of the team committed to delivering a refreshingly unique ski 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 167601

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Front Office Manager

Diamond Resorts Corporation

Posted 2 months ago

VIEW JOBS 7/12/2019 12:00:00 AM 2019-10-10T00:00 JOB SUMMARY Under general direction, the Front Office Manager oversees the daily operation of the Front Office to include Front Desk, Night Audit, and all customer service and reservation support functions. ESSENTIAL JOB FUNCTIONS * Manage day to day operations of the Front Office. * Ensure quality assurance standards of hospitality are provided to all guests and visitors on property and/or via telephone. * Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service. * Exercise independent judgment in addressing and resolving internal and external service complaints. * Work closely with corporate and club reservation on yield management, rental and club programs, relocations, and all resort room metrics. * Perform quality assurance audit checklist quarterly for Assistant Front Desk Managers and Front Desk Agents. * Perform property and room inspections. * Schedule and conduct staff meetings. * Create, control and review departmental budgets, cash banks, petty cash, room rates, and expenditures at the resort level. * Complete bi-weekly payroll. * Implement staff incentives for team members who go beyond expectations to reach departmental goals. * Serve as manager on duty in the absence of the General manager or Director of Operations. * Completes all required Company trainings and compliance courses as assigned. * Adheres to Company standards and maintains compliance with all policies and procedures. * Performs other related duties as assigned. EDUCATION * High School Diploma or equivalent. EXPERIENCE * A minimum of two (2) years of experience required. * A minimum of one (1) year of supervisory experience required. SUPERVISORY RESPONSIBILITIES This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. Specific supervisory duties include, but are not limited to the following: * Establishes objectives and goals for the team; plans, organizes and manages work flow. * Assigns, monitors, and reviews work; evaluates direct report's performance. * Recruit, interview, train, discipline, and terminate direct reports. * Orientate and train direct reports * Approves time records and time off requests; submits payroll for direct reports. * Investigates and resolves concerns and complaints. * Provide assistance and support; maintains a positive and professional working environment. * Approves time records and time off requests; submits payroll for direct reports. LICENSE & CERTIFICATIONS * This position does not require any licenses or certifications. SKILLS & ABILITIES This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include, but are not limited to the following: * Computer proficiency in Microsoft Word, Excel and Outlook. * Understand how to develop and implement business strategies. * Ability to interpret and create policies, procedures and manuals. * Excellent customer service skills. * Proficient in time management; the ability to organize and manage multiple priorities. * Ability to take initiative and effectively adapt to changes. * Recognizes an emergency situation and takes appropriate action. * Able to establish and maintain a cooperative working relation. * Ability to interpret and create spreadsheets. * Able to use sound judgment; work independently, with minimal supervision. * Strong analytical and problem solving skills. * Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes. * Competent in public speaking. * Performs well with frequent interruptions and/or distractions. '197381 Diamond Resorts Corporation South Lake Tahoe CA

Mgr: Front Office

Vail Resorts