Front Desk Assistant Manager

Job Description

Job Description

Join the Sonnenalp team as our Full-Time, Year-Round Front Desk Assistant Manager and help create exceptional guest experiences in the heart of Vail.

Wage: $57,784 - $65,000/year

Typical Schedule: Day and night shifts, weekends and holidays required

Primary Purpose of Position

Assist the Front Desk manager with effective management of Front Desk operations and staff. This position directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures, according to the Sonnenalp and LQA Standards. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Essential Duties and Responsibilities

Leading Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Assists in the supervision and managing of employees during day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Front Desk Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Assists in managing day-to-day operations, ensuring the quality, standards and meeting guest expectations.
• Helps to achieve specific goals and plans to prioritize, organize, and accomplish work.
• Understands the financial impact of Front Office operations and overall property financial goals.

Managing Projects, Policies, and Financials

• Ensures compliance with all Front Desk policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Sonnenalp Hotel Policies.
• Perform other tasks as may be assigned by the Front Desk Manager, Director of Rooms, or GM.
• Respond properly and take a supervisory role in hotel emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures to the Front Desk Department
• Work closely with Reservations and Sales to maximize occupancy rate and revenue.
• Keep all departments notified of any fluctuations in business levels, special guests, groups etc.

Ensuring Exceptional Guest Service

• Provides services that are above and beyond for guest satisfaction and retention within the LHW standards
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations and guest returns.
• Strives to improve service and empowers employees to provide excellent guest service.
• Ensures that all Front Desk areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints. Follow up on HotSos issues.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes and “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• Assists in interviews and hires hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Education/Experience

• High School diploma or equivalent (GED) and 3 years’ experience in guest services, front desk, or related professional area OR
• Two year degree from an accredited university in Hotel & Restaurant Management, Hospitality, Business Administration or related major and minimum 1 years’ experience in guest services, front desk, or related professional area.
• Prior supervisory experience required, preferably in a hotel environment.

Special Skills/Equipment

• Prior experience with HMS or similar Lodging Software preferred.
• Efficient with computers, Microsoft Office, and web based systems.
• Ability to work under minimal supervision; self-motivated & self-starter.
• Effective interpersonal and public speaking skills.
• Effective organizational skills.
• Demonstrated effective leadership and coaching skills.

Essential Physical Requirements

• Ability to work a flexible schedule
• Ability to stand and walk for full length of the shift, up to 12 hours at one time
• Able to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting
• Routinely handles objects weighing up to 15 lbs and on occasion may be expected to lift objects weighing up to 50 lbs

Benefits:

• Medical, Dental, Vision Insurance
• Resort Discounts
• House Account $100 per month
• Holiday Pay, Paid Time Off and Sick Pay
• 401(k) Retirement Plan & Roth 401(k)
• Voluntary Life Insurance
• Short Term & Long Term Disability
• Employee Assistance Program
• Parking Credit or Discounted Bus Passes
• Healthy Lifestyle Winter Benefit