Inn at Lost Creek Front Office Manager

The Inn at Lost Creek is seeking a Front Office Manager. The Front Office Manager oversees the training, daily operations, scheduling, and managing of all aspects of the front of house departments.

• Follow direction and delegation of General Manager & Assistant Manager.

• Supervise three- four front office team member working AM or PM shift, two to three bellmen, and ski valet (winter)

• Hire & train new front desk employees, and assist in the hiring & training process of all Front of House employees.

• Keeps the Front of the house team focused on the critical components of operations to drive guest satisfaction and the desired financial results and empowers employees to provide excellent customer service.

• Maintain regular attendance in compliance with Inn at Lost Creek standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag when working.

• Comply at all times with Forbes standards and Inn at Lost Creek regulations to encourage safe and efficient hotel operations.

• Work hands on with Agents to ensure timely and accurate completion of shift check lists and any special projects. Proficiently perform all duties in both positions in the absence of either individual.

• Assist Front desk agents with late arrivals, early departures, answering phones, taking and delivering wakeup calls, running downtime reports, posting and reconciling charges and generating/ distributing departure folios.

• Monitor Payroll and provide a schedule on a weekly basis accommodating Front Desk, Bell, Maintenance and Housekeeping employees’ request if possible.

• Facilitate payroll functions for staff by maintaining daily time records in Kronos.

• Assist on organizing Orientation for all staff and beginning of the seasons.

• Provide daily supervision, delegation, and motivation of all staff. Ensure staff is following all dept. procedures, while providing a high level of service and work ethic.

• Monitor daily performance and appearance of staff. Address any disciplinary issues immediately.

• Responds to and handles guest problems and complaints effectively.

• Use discretion to choose best tactic to recover guest satisfaction.

• Ensure guest rates, folios, and any monetary issues are corrected before guests are aware of any issue.

• Approve any refund a Front desk agent or supervisor will be making.

• Manage and expand upon all the services and amenities offered by the dept.

• Perform front desk duties when necessary.

• Maintain up to date knowledge of all hotel products. Train and lead all employees in assisting guests with all questions.

• Facilitate communication between departments & address any issues from guests or other departments in a timely and professional manner.

• Monitor all departmental supply needs and order new supplies when needed.

• Develop and maintain daily logs for am/pm shifts for front desk and bellmen.

• Ensure occupancy reports are complete and accurate each morning. Ensure that reports are distributed and updated in a timely fashion.

• Create and maintain concierge program. Work with desk agents and bell staff to ensure personalized concierge service.

• Create an on-going training program to assist all staff in improving their guest service skills, technical skills and conduct pre-season and mid-season orientations.

• Recognize and reward employees for exceptional job performance.

• When given general staff Tips ensure tips are divided equally amongst employees.

• Perform mid-season and end of season performance bank reviews for all paid staff.

• Monitor budgets, revenue goals and long/short term planning for the department. Manage daily labor in a responsible way that falls in line with budget expectations.

• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.

• Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

• Develops goals and expectations for direct report managers.

• Celebrates successes and publicly recognizes the contributions of team members.

• Communicates expectations,…