Job Description

SUMMARY:

Responsible for supervising and coordinating activities and staff of the Front Office and PBX ensure proper completion of all required tasks in a courteous and friendly atmosphere; assists guests and owners to maintain and exceed The Sebastian Vail standards and driving financial performance.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Essential duties and responsibilities may include, but are not limited to, the following:

  • Provides input for planning, organizing, scheduling, provides feedback for reviews and helps evaluate the work of assigned staff.
  • Identify owner and guest needs and provide information regarding policies, services and amenities.
  • Facilitates the implementation of Front Office goals, objectives, policies, procedures and work standards for the department; manages to assigned budget.
  • Assists the selection, training, professional development and discipline of staff.
  • Develops, implements and oversees the execution of service standards.
  • Identifies guest needs and provides information regarding policies, services and amenities.
  • Ensure all assigned operations are operating in an effective and efficient manner, acts in the capacity of MOD when direct reports are off property.
  • Utilizes suggestive selling skills and company sales guidelines to maximize revenue, use of facilities, and occupancy levels.
  • Maintains knowledge of room details as well as rates, packages, discounts and group package plans in order to process reservation requests or cancellations if needed.
  • Maintains awareness of group reservations and activities on and off site.
  • Performs all Front Office and PBX duties as required.
  •  Assists with reviewing shift and time card reports when covering for Front Office leaders only
  • Assists with managing the logistics of large check-ins and check-outs coordinating with Front office leaders and housekeeping to execute flawlessly and meet all guests and owners requests and needs pre-arrival.
  • Assists front desk area is maintained in a clean and tidy manner and all assigned employees are in compliance with grooming standards.
  • Maintains accounting of lost & found items and forwards to Housekeeping.
  • Facilitates nightly MOD reporting and opportunity logs and ensures all are filed and communicated appropriately and timely.
  • Ensures all guests and owners notes are entered in SMS.
  • Assists with supervising of daily Front office and PBX call logs and Daily reports
  • Assists transportation program with third-party transportation companies and assist owners and guest with reservation ensure appropriate follow through and communication.
  • Assists grocery delivery program with local grocery vendors and assists with facilitating delivery.
  • Assists with maintaining the required supply inventory; replenishes or requisitions any supplies needed.
  • Assists with proper processing of hotel wake-up call program.
  • Ensures adherence to safety and emergency procedures and observes safety precautions required to protect hotel and guest property as well as meeting and implementing energy and sustainable conservation efforts.
  • Assists overseeing safe deposit box operations.
  • Notifies engineering of areas needing attention in respect of maintenance.
  • Resolves customer complaints/queries satisfactorily while maintaining a courteous and helpful demeanor.
  • Leads all department and interdepartmental communications.
  • Assists with all information necessary for budgeting purposes annually, seasonally or quarterly as requested.
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge and/or skill required.

 

Education and Experience:

Bachelor’s degree in hotel management or a related field; AND two (2) years of hotel operations experience; OR an equivalent combination of education, training and experience.

Required Knowledge and Skills

Knowledge of:

  • Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, and employee training and discipline.
  • Vail & Beaver Creek Ski Mountains and the Vail Valley.
  • Principles, practices and techniques of the hospitality industry.
  • Computer software applications in work processing, spreadsheets and hotel information systems (SMS).
  • Policies and procedures of the department and company.
  • Inventory and record keeping principles and practices.
  • Customer service principles and practices.
  • Correct business English, including spelling, grammar and punctuation.
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.

Skill in:

  • Planning, organizing, supervising, reviewing and evaluating the work of staff.
  • Training others in policies and procedures related to the work.
  • Performing budgeting and accounting functions for assigned operations.
  • Efficiently and effectively performing front office operations management duties.
  • Focusing on quests and provision of quality customer service.
  • Making accurate arithmetic calculations.
  • Reading, understanding and following reservation policies and procedures.
  • Producing standard written communication and reports.
  • Maintaining appropriate inventory of supplies and materials.
  • Organizing own work, setting priorities and meeting critical deadlines.
  • Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.