Assistant Front Office Manager

Position Overview:

The Assistant Front Office Manager (AFOM) is responsible for providing exemplary guest service, modeling and maintaining service standards within the Front Desk Team, and working with the Front Office Manager (FOM) in managing all aspects of the Front Desk at both the Lodge and North Hotel

About Cote Family Companies: www.cotefamily.com

For over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities.  Our camps provide transformational memories that our attendees carry with them forever.   The Cote Family has invested in its current ventures and is poised for further growth.  

COTECares

CoteCares is our “Way of Life”.  We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories.

Our associate journey begins and ends with a positive work environment and experience for our team.  CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special.  Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be.   

Career Pathing:

This role could expand into a supervisory role when illustrating prowess in current assignments.  With its exposure to so many other aspects of the resort, it could lead to other positions of interest.  Individual career growth depends on the individual to ensure that they are exceeding expectations and seeking guidance/training when offered. 

Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

•    Serves as a Grand View Lodge Ambassador

•    Responsible for ensuring guests are welcomed at the desk, thanked upon departure and always interacted with in between to Grand View Lodge service standards

•    Anticipate guest needs and embody the spirit of service that exceeds a specific role, going above and beyond for all guests and visitors of the resort

•    Troubleshoot guest concerns/complaints, ensuring guest retention

•    Inventory/ordering/purchasing

•    Assisting FOM in Interviewing/Hiring/Scheduling associates to meet business needs

•    Clearly communicate expectations to all associates, holding yourself and the team accountable

•    Maintain Grand View Lodge Standards while working side by side with team, always being accountable for those standards

•    Clear, professional and timely communication with supervisors of issues and resolutions.

•    Assisting FOM with aspects of recruitment, selection, supervising, training and development, mentoring and evaluating Front Desk staff to maximize production.

•    Motivates staff with training, modeling, providing ongoing feedback, rewarding/recognizing employees and promoting collaboration, positivity and a professional work environment

•    Maintains proper communication channels with FOM and other departments to ensure that all guest needs are addressed in a timely manner

•    Daily monitoring of booked rooms to assist in housekeeping efficiency

•    Other duties as may be assigned

Job Requirements:

•    Strong public speaking skills, exceptional interpersonal and written communication skills 

•    Outstanding attention to detail, organization, decision making and analytical skills

•    Self-starter, innovator, results-driven with ability to meet both short and long term business goals

•    Ability to manage time well, meet imposed deadlines and ability to work flexible hours

•    Innovative and change driven with a high sense of urgency.

•    Proven problem solving skills with ability to maintain composure in stressful situations.

•    This position requires the ability to stand, and, walk, 5-6 hours at a time, climb stairs, reach, and bend.  

•    The position may also require the ability to lift over 25-30 pounds occasionally.

•    Ability to manage time, prioritize tasks, and perform job functions independently

•    Must be flexible to work as needed on weekends

•    Able to communicate effectively with others

Education & Experience:

•    Required: 2 years of customer service and 1 years supervisory/management experience required

•    Required: Advanced knowledge of computers including Word, Excel and PowerPoint, ability to learn software applications

•    Preferred: two (2) years of experience in hospitality

•    Preferred: Knowledge of V1, Opera, HMS, Oracle or other hospitality property management system

•    Preferred: Hospitality, Business, Communications Degree