Front Office Manager

Front Office Manager

As the Front Office Manager at Alyeska Resort, you will be responsible for overseeing all front office operations, concierge, bell services, and night audit, to deliver exceptional guest experiences while optimizing hotel profitability. This role ensures compliance with brand standards, directs departmental strategy, manages billing processes, and leads the front office team. The Front Office Manager reports to the Director of Rooms and collaborates with other department heads to ensure smooth operations and provide clear, strategic leadership aimed at enhancing guest satisfaction and operational efficiency.

Position Responsibilities

• Lead and manage all daily operations of the front desk, concierge, bell services, and night audit, ensuring efficient and guest-focused service.
• Provide strategic direction for the front office, setting departmental goals and initiatives in line with hotel objectives to improve guest experience, staff performance, and profitability.
• Participate in Resort Manager on Duty (MOD) program during assigned shifts, providing support throughout the Rooms Division and ensuring a smooth operation across the property.
• Oversee guest billing processes, ensuring accuracy in transactions, managing discrepancies, and collaborating with the accounting department to ensure adherence to financial policies.
• Develop and implement systems and processes to monitor and control department expenses, including labor costs, while ensuring proper allocation of staff and resources.
• Supervise and support the front office team in handling VIP guests, complex reservations, and special requests, ensuring all guest interactions are handled professionally and promptly.
• Lead the recruitment, onboarding, training, and development of front office staff, including night audit and concierge, to ensure compliance with Standard Operating Procedures (SOPs) and consistently high service standards.
• Conduct regular departmental meetings, providing clear direction and updates on performance metrics, guest feedback, and operational goals. Champion guest relations by sharing performance metrics and guest satisfaction data.
• Contribute to strategic discussions with hotel leadership to align department goals with overall property objectives.
• Collaborate with the Director of Rooms to monitor the department's financial performance, including budgeting, forecasting, profit and loss (P&L) analysis, and reporting on key financial metrics. Implement corrective measures when necessary to maintain profitability.
• Ensure compliance with all financial procedures, including cash handling, guest folios, and third-party billing, while maintaining strict controls to prevent discrepancies or revenue loss.
• the reconciliation of guest accounts and the management of group billing, collaborating with Account to resolve any billing issues or disputes with efficiency and tact.
• Analyze guest feedback from systems such as GMS, HotSOS, and Medallia Concierge to identify areas for improvement and drive enhancements in service delivery.
• Coordinate with other departments, such as housekeeping and food & beverage, to ensure seamless guest service, especially during high occupancy or special events.
• Conduct regular front office and public area inspections to ensure cleanliness, safety, and guest satisfaction, addressing any concerns immediately.
• Continuously assess operational procedures, making recommendations for improvements to enhance guest service and streamline operations.

Essential skills and Experience

• A minimum of 3 years of experience in hotel or hospitality operations, with leadership experience in a front office or similar role.
• Understanding of financial processes, including guest billing, budgeting, P&L analysis, and labor cost management.
• Proven ability to lead a team, provide clear direction, and drive a culture of high performance and accountability.
• Excellent problem-solving, communication, and conflict resolution skills, with the ability to make sound decisions under pressure.
• Proficiency in hotel management software (e.g., Opera) and strong skills in Microsoft Office Suite, especially Excel for financial reporting.
• Attention to detail, positive attitude, and ability to manage both day-to-day operations with professionalism and composure.
• Flexibility to work evenings, weekends, and Holidays.

Why Alyeska? 

Alyeska Resort is a 299-room resort which includes a Nordic Spa and Ski Area, nestled in the mountains of Girdwood, Alaska located 45 minutes south of Anchorage. Alyeska Resort is an incredible place and Girdwood is a friendly, lively town where residents value both outdoor adventure and community spirit. Alyeska Resort offers the type of atmosphere where our employees can work and play hard and are encouraged to share their enthusiasm with guests. 

Offering year-round and seasonal opportunities, working at Alyeska Resort is both rewarding and exhilarating. Alyeska Resort offers many exciting career opportunities, beautiful surroundings and exciting employee benefits including: 

• Vision, Dental, and Medical Insurance for regular full-time employees 
• Paid holiday and paid time off (Vacation and Personal) 
• Free Season Pass for employees and qualified dependents 
• Roth 401(k) and 401(k) Retirement Savings Plan 
• Discounts for rooms at The Hotel Alyeska and affiliate hotels 
• Discounts in Resort restaurants, shops, and Nordic Spa 

Family, Quality, Winning, Industry and Honesty: Our people realize that relationships rooted in trust, honesty, respect, and gratitude are essential to all. We never get a chance to make a second first impression. Success is planning the details. We are focused and committed to doing what we say and accepting feedback as a gift. 

Physical demands and work environment: The physical demands and work environment characteristics 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. 

• Physical demands: Ability to lift up-to 25 pounds, bend, stoop, walk, push or pull heavy equipment and stand for extended periods of time.
• Work Environment: This role involves extended hours, nights, and weekends to accommodate peak business periods. Operating within a dynamic, fast-paced guest-centric setting, you will maintain a high level of interaction with staff, guests, and stakeholders. Working in various weather conditions is required.

Alyeska Resort is an Equal Opportunity Employer and a Drug-Free Workplace. All resort employees must possess current documentation showing they are eligible for employment in the United States. Alyeska Resort accepts applications for currently open positions only and does not accept applications for “general employment.” Preference may be given to local candidates, as relocation may not be available.