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Front Desk Supervisor - Thunder Mountain Lodge - Breckenridge Ski Resort

Job Description:

The Front Desk Supervisor will assist management in the day-to-day operation of the front desk; providing leadership by training, scheduling, and ensuring service levels are in accordance with Hilton and Vail Resorts Hospitality standards.

Responsibilities include (but are not limited to):

  • Assisting in the training and development of associates in order to increase their productivity, through department meetings and other levels of awareness.
  • Assisting in properly screening and hiring new associates to maintain staffing requirements for the Front Desk, focusing on guest service oriented people.
  • Offering feedback to the Front Office Manager that would assist in conducting performance evaluations of associates in order to enhance their performance and to develop improvement plans for those associates who do not meet standards.
  • Scheduling front desk associates taking into account forecasting and labor budget.
  • Assigning work tasks to the Front Desk Team and follow up on their fulfillment in order to meet unit goals.
  • Coaching and counseling associates.
  • Supervising proper cleanliness standards are maintained in the front of the house areas. (i. e. front desk, back office, storage closets, dry cleaning closet and public restrooms).
  • Assisting in promoting and developing a successful cross-training program within the Front Office Staff to ensure labor savings and increased productivity.
  • Responding to SALT and Guest assistance feedback.
  • Managing the inventory and overall success of the Gift Shop.
  • Ensuring brand standards for service, communication, grooming and training are met for DoubleTree by Hilton and Vail Resorts.
  • Communicating throughout the department to foster teamwork.
  • Assisting FOM in developing and implement training to address specific areas of improvement within areas of responsibity to ensure results meet or exceed targets.
  • Acting as the "Manager on Duty" in order to effectively resolve guest issues and complaints in the absence of the Front Office Manager.
  • Maintaining accurate and adequate inventories of front office supplies.
  • Training and operate the Night Audit shift and responsibilities.
  • Other duties as assigned; general accounting, inventory ordering and controls.

Qualifications:

  • Valid Colorado Driver's License - required
  • High school diploma or equivalent required
  • Front Desk Agent experience - required
  • 2+ years guest service experience - required
  • Working knowledge of Microsoft Office required
  • Strong telephone skills and etiquette - required
  • Must be able to stand for more than 2 hours at a time without sitting - required
  • Fluency in English - required
  • Must have good communication skills and enjoy working with the public
  • Ability to work in a team and be detailed oriented
  • Flexible schedule required - Including weekends, evenings, and holidays
  • Proficiency with property management systems (SMS, PMS, LMS, OnQ) - preferred
  • Previous supervisory experience - preferred
  • College Degree - preferred


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