Front Office Manager - Vail Resorts
Kirkwood, CA
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:
Manages all operational and administrative duties 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, develops, 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. Demonstrates a strong, consistent ability to communicate with guests, owners, and other departments. Ability to take initiative on projects around the resort and collaborate with the other departments to ensure success for our guests, owners and the overall property.
Job Responsibilities:
+ Responsible for hiring, supervising, training, coaching and empowering Front Desk staff in Front Office operations, guest service, guest security and safety.
+ Ensure Front Office staff follow all Front Office and Kirkwood Resort Lodging 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, setting an example for the staff they lead. 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 service.
+ Responsible for adhering to and managing labor budget for front office team.
+ Follow up on accounting and reservations billing issues and resolve daily.
+ Review condo inventory on a weekly basis. Be aware of condo 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. Engage with Group Sales on upcoming groups and provide feedback after any groups checkout.
+ Monitor comp room count report and manage assignment of comps to specific units.
+ Responsible for owner and owner guest arrival and departure experience, 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 owner revenue.
+ Responsible for ordering operating supplies and managing the operation of any supplies required for the Front Desk and adhering to budget.
+ Other duties as assigned.
The expected pay range is $25 - $28. 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 504958_
_Reference Date: 09/09/2024_
_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:
Manages all operational and administrative duties 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, develops, 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. Demonstrates a strong, consistent ability to communicate with guests, owners, and other departments. Ability to take initiative on projects around the resort and collaborate with the other departments to ensure success for our guests, owners and the overall property.
Job Responsibilities:
+ Responsible for hiring, supervising, training, coaching and empowering Front Desk staff in Front Office operations, guest service, guest security and safety.
+ Ensure Front Office staff follow all Front Office and Kirkwood Resort Lodging 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, setting an example for the staff they lead. 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 service.
+ Responsible for adhering to and managing labor budget for front office team.
+ Follow up on accounting and reservations billing issues and resolve daily.
+ Review condo inventory on a weekly basis. Be aware of condo 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. Engage with Group Sales on upcoming groups and provide feedback after any groups checkout.
+ Monitor comp room count report and manage assignment of comps to specific units.
+ Responsible for owner and owner guest arrival and departure experience, 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 owner revenue.
+ Responsible for ordering operating supplies and managing the operation of any supplies required for the Front Desk and adhering to budget.
+ Other duties as assigned.
The expected pay range is $25 - $28. 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 504958_
_Reference Date: 09/09/2024_
_Job Code Function: Front Office_
Source : Vail Resorts