What are the responsibilities and job description for the KGH Front Office Manager position at POWDR?
Location: Killington, Vermont
Killington and Pico Resort is the biggest mountain in the East, home to the most adventure you’ll find all year long, and a great place to start, build and grow your career. With seven distinct mountain areas, including Vermont’s highest lift-serviced peak, the opportunities are endless throughout the longest ski season in the East, and into the summer with mountain biking, golf and more. Join an enthusiastic team that strives to deliver the best guest experience possible, while taking advantage of all these mountains have to offer. Killington Resort is committed to employee wellness, safety, growth opportunities, and provides a wide variety of resort benefits, including access to our unparalleled playground.
Compensation and Benefits:
- Compensation: Salary adjusted based on experience.
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Benefits: Full-time, year-round, benefitted position:
- Optional company subsidized medical, dental, vision, flexible spending account, health savings account, employer paid short term disability & long-term disability offered.
- 401(k) retirement plan (with company match up to 5%).
- Paid parental leave.
- Paid time off, holiday and sick pay.
- Free season pass for employee/dependents.
- Several discount programs (food & beverage, retail & rental, friends & family tickets, etc.)
Job Summary:
Manage the front office staff, including supervisors, clerks, dispatch, and bell services, across all lodging properties. The Front Office Manager (FOM) will oversee the administration of the Front Office department to achieve the highest levels of guest and owner satisfaction, ensure compliance with policies and procedures, and meet or exceed financial goals.
Summary of Key Responsibilities:
Responsibilities and essential job functions include but are not limited to the following:
- Supervise shift operations in the Front Office and coordinate with reservations, accounting, housekeeping, and other departments to ensure optimal service quality
- Assist in the administration of the front office team, including interviewing, hiring, scheduling, training, developing, empowering, coaching, counseling, and maintaining open communications
- Monitor and process payroll
- Develop and oversee safety programs, ensuring staff are professionally trained and understand their roles through job hazard analysis and company safety goals
- Ensure all financial operations including cash and credit card handling are per procedure
- Resolve guest and owner complaints, anticipate problems by reviewing and monitoring complaints, operational issues, business flows, and associate performance
- Develop procedures and policies to ensure financial obligations are met and processed correctly
- Implement safety policies and procedures to ensure the safety of guests, employees, and properties
- Monitor supply levels and maintain front office systems and equipment for optimal performance. Suggest products and vendors and conduct comparative analysis
- Develop and recommend budgets, labor cost plans, and objectives, managing within those parameters
- Maintain guest room inventory and integrity of room revenue rate structure
- Responsible for short and long-term planning and management of the hotel’s Front Office operations
- Perform special projects and participate in task forces as requested
- Provide high management visibility and improved guest service by working any shift as needed
- Respond to guest service situations and emergency scenarios in a professional and thorough matter
- Be an active member of the Lodging Executive Team and Killington Core Team
- Follow and ensure staff are following our Killington Hospitality Standards
- Implement Guest Experience program and provide regular training to Front Desk/Bellman and additional department as requested
- As a resort employee you may need to assist in other departments as needed
Basic Qualifications
- 5 years of progressive hotel rooms management experience
- Bachelor’s degree in hospitality or Resort Management preferred
- Current Driver’s License with a clean record
- Must be able to lift 25-45lbs (luggage assistance)
Required Knowledge, Skills and Abilities:
- Clear, concise written and verbal communication skills
- Ability to sell concepts and ideas to management, peers, and employees
- Demonstrated team-building experience
- Participative management style
- Ability to inspire, train, and develop people for promotion
- Instill a guest service attitude in all employees
- Anticipate the needs of guests, employees, and owners
- Ability to effectively interact with people of all backgrounds
- Coach employees on resolving and de-escalating conflicts
- Excellent time management skills
- Proficiency in multiple systems, including SMS, RTP, and Office 365 programs (PPT, Excel, Word)
- Solid scheduling experience through monitoring occupancy, services, and historical data
- Exceptional detail in follow-up with guests and employees
- Ability to manage change effectively
- Ability to conceptualize the mission
- Communicate goals and objectives and inspire employees to achieve them
- Operations Manager who can build and motivate a team to excel in revenue growth, consistent standards, and guest care
It is the policy of Killington/Pico Ski Resort Partners, LLC to provide equal opportunity and employment to all staff and applicants. No person shall be discriminated against in any condition of employment because of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, place of birth, age, physical or mental condition, or any qualified individual with a disability or veteran status.
Work where you play - Apply now!
Work where you play - Apply now!
