Front Office Manager- Year Round

Year Round
Who We Are: At just 67 miles away, Winter Park is the closest major mountain destination to Denver. Don't be fooled by our convenient location, though... you'll feel remotely tucked away in our high-country corner of the Rockies. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures and an unparalleled and unfiltered Colorado experience. Whether you are fulfilling a lifelong dream to work at a ski resort or you are just wanting a change of scene, we have great jobs and an awesome experience waiting for you!
Who We Are Looking For: Winter Park Resort is a place for mountain lovers, adventure seekers, and outdoor explorers. A place to chase new experiences, marvel at the unexpected, and discover the adventure that will keep you coming back for more. Whether you are looking to have your first taste of a winter season in the Rockies or to build a long-term career, we have something for everyone. We work to play... Are you in?
Perks & Benefits: There's more than a free season pass waiting for you! You don't just get a job at Winter Park, you get an experience and a lifestyle. As a member of our team, you'll enjoy a variety of perks and benefits that are available to our year-round and seasonal employees. Some examples include:

• 401(k) plan with generous company match for all employees
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs for eligible employees
• Generous food & beverage and retail discounts
• Paid parental leave of up to 6 weeks for eligible employees
• Onsite employee childcare based on availability, discounted equipment rentals and plenty of opportunities for growth, advancement & year-round employment! Don't worry the uniforms are provided!
• Free season pass to Winter Park Season and free access to all fifteen Alterra Resorts throughout North America.
• Discounted tickets for your friends & family

POSITION SUMMARY:
The Front Office Manager plays a critical role in the Winter Park Resort Lodging and Property Management Division (WPRL). They are directly responsible for all aspects of the Front Office operation, including: check-in and check-out of lodging owners/guests, all phone operations, night audits, responding to all owner/guest service requests, the front desk and bell staff. They create, maintain, and organize all Front Office Training and Standard Operating Procedures (SOPs).
The 'Front Office Manager' will hire, train, supervise, coach, and correct the front desk team in conjunction with the Lodging Operations Manager (to build a skilled team whose duties are vital to the successful and fiscally responsible operation of the Lodging Division). They must work closely and effectively with housekeeping, maintenance, and homeowner relations departments to ensure good communication and follow-through. They must also be able to handle a fast-paced and dynamic work environment.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
ESSENTIAL DUTIES:
General Responsibilities

• Other duties as assigned
• Strives to know all the answers or knows where to find them
• Assists RDM on creation on annual budget.
• Uses the HotSOS work order system to log all owner/guest requests received and completed (or dispatches requests to an appropriate team member)
• Delivers outstanding service to our homeowners, strategic partners, and co-workers
• Provides exemplary guest service skills during owner/guest check-in/check-out
• Creates and maintains detailed, high quality, and accurate Standard Operating Procedures (S.O.P.s) for all Front Desk lodging operations
• Stays current and updates FD staff with lodging, general resort, and local area information (to be able to provide accurate information and/or assistance in response to owner and guest requests)
• Responsible for establishing all Front Desk procedures in conjunction with the Lodging Operations Manager, while continuously seeking new ways to improve the current processes
• Ensures proper assembly of pre-registration packages (and any other special arrival packages)
• Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly
• Manages the Front Desk schedule to ensure consistency and adequate coverage for all shifts (with consideration for the staff requests)
• Establishes and maintains a positive and mutually beneficial relationship with homeowners
• Ensures proper and timely communication with housekeeping regarding owner/guest special requests, early check-ins, late check-outs, and room moves
• Manages a safe employee and guest environment and ensures required safety meetings and updates are delivered
• Acts as a coordinator and communications liaison with owners, guests, resort security, resort senior management, and emergency services (depending on the situation)
• Ensures that employees have to the skills, tools, and knowledge required to perform their job at the highest level (while remaining engaged)
• Makes new/altering reservations as required and responds to owner/guest service requests as needed
• Responsible for a team of up to 20 people - Front Desk Supervisor, Front Desk Clerks, and Bell staff
• Follows all emergency procedures and initiates communication via calling tree as necessary
• Ensures that all incoming and outgoing phone calls (internal & external) are answered/made in a courteous, professional, and expeditious manner
• Manages daily labor and expenses and provides backup for needs outside of monthly budget.
• Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies
• Is responsible that the FD staff follows the established uniform and appearance policies and takes corrective actions if necessary
• Interviews, trains, leads, coaches, and corrects a team of Core, Regular, Seasonal and Part Time Front Desk Staff (in conjunction with the Lodging Operations Manager)
• Oversees the Front Desk operations during day-time hours, which is the go-to location for lodging guests or owners requiring assistance
• Performs a formal hand-off from their assigned shift to the next shift's Lead, to ensure the next shift has awareness and is fully updated on any issues occurring prior (as well as any specific follow-up actions which need to be taken)

REQUIRED QUALIFICATIONS AND SKILLS:

• Is honest and demonstrates integrity
• Is able to handle a fast-paced working environment
• Sets a positive attitude for others to follow
• Absolutely reliability
• Sees projects through to completion including follow-ups on any identified issues or long-term concerns
• Able and comfortable to present to large groups
• Listens carefully to owner and guest needs and expectations
• Strong demonstrable communication skills (written and verbal)
• Is supportive of Resort mission and core values
• Prioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work.
• Employee will strive to exceed guest's expectations
• Has strong knowledge of the resort/department, products, services, has experienced many of those products and services
• Strong financial knowledge and general accounting skills required (including budgeting, business planning, creating forecast reports, and creating variance reports)
• Valid Colorado Driver's License and clean motor vehicle record required
• Reports to work exhibiting a professional appearance within defined guidelines
• Is flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needs
• Has an eye for detail
• Minimum of five (5) years working in the hotel, lodging, resort or hospitality industries (in a guest service, front desk or accounting function) or call center environment required
• Anticipates & quickly responds to all owner & guest needs and potential concerns
• Personal accountability
• Every guest encountered will be acknowledged, thanked and invited back
• ICS certification desirable
• Is organized and capable of performing multiple tasks
• Strong demonstrable Supervisory skills
• Is comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisions
• Experience acting as the initial lead for owner/guest safety (including clearly communicating accurate information, directing guests/owners to assembly points should evacuation be necessary, and following formal procedures) during emergency situations preferred
• Follows established resort policies and procedures
• Communicates will all vendors in a professional manner at all times
• Is able to manage confidential information

EDUCATION REQUIREMENTS:

• College degree or equivalent experience required. Bachelor's Degree in Business Management, Hospitality Management, or related field strongly preferred

• Working knowledge of HotSOS, JDE, or Springer-Miller System (SMS) highly desirable
• CPR/AED certification required (training will be provided)
• Strong and demonstrable working knowledge of Microsoft Office programs (Excel, Word, and Outlook) and computer skills required

WAGE:
The base annual pay range below represents the low and high end of Winter Park Resorts salary pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.
Salary pay range: $56,000 annual
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.
WORKING CONDITIONS:
Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.
Hazardous Materials/Noise: The noise level in the work place is usually moderate.
AN EQUAL OPPORTUNITY EMPLOYER:
Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.
We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.
Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.
This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.