The Front Office Manager is responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop where applicable. This role involves directing and collaborating with managers and employees to ensure successful execution of all front office operations, with a focus on continually improving guest and employee satisfaction and maximizing financial performance.
Responsibilities
Lead, influence, and encourage others using interpersonal and communication skills
Advocate sound financial/business decision-making
Demonstrate honesty/integrity and lead by example
Encourage and build mutual trust, respect, and cooperation among team members
Serve as a role model for appropriate behaviors
Supervise and manage employees
Manage all day-to-day operations
Understand employee positions well enough to perform duties in employees' absence
Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
Ensure recognition of employees is taking place across areas of responsibility
Communicate performance expectations in accordance with job descriptions for each position and monitor progress
Celebrate successes and publicly recognize the contributions of team members
Achieve and exceed goals including performance goals, budget goals, team goals
Develop specific goals and plans to prioritize, organize, and accomplish work
Keep the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results
Conduct department meetings and continually communicate a clear and consistent message regarding Front Office goals
Review staffing levels to ensure guest service, operational needs, and financial objectives are met
Understand the impact of Front Office operations on the Rooms area and overall property financial goals
Manage department controllable expenses to achieve or exceed budgeted goals
Ensure compliance with all Front Office policies, standards, and procedures
Ensure property policies are administered fairly and consistently
Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
Provide services that are above and beyond for customer satisfaction and retention
Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Millions of jobs, with real people getting hired every day
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Act as the Service Champion for the Front Office and create a positive atmosphere for guest relations
Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations
Strive to improve service performance
Empower employees to provide excellent customer service
Ensure that all Front Office areas have an an atmosphere conducive to the overall guest experience
Review comment cards, guest satisfaction results, and other data to identify areas of improvement
Respond to and handle guest problems and complaints
Observe service behaviors of employees and provide feedback to individuals and/or managers
Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills
Provide guidance and direction to subordinates, including setting performance standards and monitoring performance
Requirements
High school diploma or GED and 4 years of experience in guest services, front desk, or a related professional area
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major and 2 years of experience in guest services, front desk, or a related professional area
About the Company
This role is responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop where applicable. As a department head, the Front Office Manager directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. The manager strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Grand Hyatt Vail, Vail’s premier mountain resort offers the epitome of elevation with 285 newly renovated guestrooms and suites featuring sophisticated décor, luxuriously appointed bathrooms and delightful turn down traditions – the perfect home base for year-round adventure and escape tucked along the pristine evergreens of Vail Mountain and the picturesque Gore Creek.
