Experience:
Not specified
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Employment Type:
Full time
Posted:
10/12/2018
Job Category:
Administration
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Front Office Manager
The Gant | Aspen, Colorado
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Job Description

The Gant in Aspen is looking for a Front Office Manager to lead the Front Office Team! This position shall oversee the front desk, concierge and the bell staff operations at our property. This position shall strive to provide exceptional service to both internal and external guests and homeowners at all times. She/he will be responsible for providing leadership, guidance and support to the front desk, concierge and bell service team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. She/he often provides the first point of contact for guests and homeowners and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel, and that budget goals are attained.

 

Essential Functions

  • Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests.
  • Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
  • Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, Destination Delivers Program, etc.
  • Ensure front desk agents and bell staff agents properly complete required checklist items at the end of each shift.
  • Manage expectations and service needs of internal and external guests and homeowners, and respond to guest complaints and problems in a considerate and prompt manner.
  • Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
  • Instills a calm, organized approach when interacting in stressful situations.
  • Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
  • Ensure that sufficient staffing is present to meet the daily business demands.
  • Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
  • Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
  • Recruit, hire, train and successfully support and manage the talent of all new and existing team members.
  • Develop and maintain front office budget, including payroll and labor reports.
  • Develop training programs as needed.

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