Job Description

SUMMARY:

Responsible for supervising and coordinating activities and staffing of the Front Office and PBX to 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:

 

  • Plans, organizes, schedules, reviews and evaluates the work of assigned staff.
  • Develops and directs the implementation of goals, objectives, policies, procedures and work standards for the department; prepares and manages assigned budget.
  • Oversees 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.
  • Facilitates problem resolution to presented guest challenges.
  • Drives guest engagement and problem resolution.
  • Ensures all assigned department operations are operating in an efficient and effective manner. 
  • Utilizes suggestive selling skills and company sales guidelines to maximize revenue and occupancy levels. Creates measurable up sale goals for front desk agents
  • 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.
  • Performs all Concierge and Bell duties as required
  • Conducts investigations and completes incident reports for guest incidents and reports to applicable parties.
  • Oversees and assists with charges and payments to guest, club owner and house accounts.
  • Oversees and assists with the balancing of the Front Desk cash drawers and all applicable Front desk city ledgers.
  • Oversees the daily night audit to ensure all postings are completed accurately and in a timely manner.
  • Oversees and reviews shift and time card reports daily.
  • Manages logistics of large check-ins and check-outs coordinating with housekeeping to execute flawlessly and meet all guests and owners requests and needs pre -arrival.
  • Ensures assigned work areas are maintained in a clean and tidy manner and all assigned staff are in compliance with our grooming standards.
  • Maintains accounting of lost & found items and forwards to Housekeeping.
  • Ensures all call logs, MOD reports, Daily reports and opportunity logs are filed and communicated appropriately and timely to applicable parties.
  • Ensures all guests and owners are notes are entered in SMS.
  • Develops and directs the implementation of driving policies, procedures and work standards for assigned staff.
  • Assists with supervising of daily concierge and bell call logs and daily reports.
  • Coordinates transportation with third-party vendors and assists owners and guests with reservations, ensuring appropriate follow through and communication.
  • Coordinates grocery delivery program with local grocery vendors and assists with facilitating delivery.
  • Ensures maintenance of required supply inventory; replenishes or requisitions any supplies needed.
  • Ensure 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.
  • Oversees 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 four (4) 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.