Front Office Director

Job Description

• Responsible for the overall direction, coordination, and evaluation of these units. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.
• Provides exemplary customer service both personally and through his/her entire staff to resort guests
• Has a full and complete understanding of Forbes standards and, is able to hold self and staff accountable to those standards on a consistent basis.
• Responsible for the financial success of the Front Office, PBX, Skier Service and Guest Services departments.
• Innovates and executes on process improvements, guest enhancements and employee engagement.
• Manage room product and inventory.
• Work with the Engineering department on room PM, general maintenance and large projects.
• Champion continuous improvement up to and beyond Forbes 5 star service standards.
• Must be proficient in all procedures, systems and processes within departments to be able to alleviate guest and team member concerns and provide the most efficient and seamless operation possible. Systems include the property PMS, Hotsos, Medallia, Salto, Kipsu, Office 365 programs, Fusion and others as needed.
• Have an analytic mindset to identify and correct/improve processes, procedures and systems.
• Understands and ensures that the arrival and departure process is seamless and involves all departments under the current purview.
• Break down silos and build relationships with other departments to ensure that we are working as a property and not as individual departments. Have and maintain a ‘global’ outlook on the success of the property.
• Ability to pivot and learn. May need to re-learn processes that are believed to be at expert level.
• Assist in the annual budgeting process for all departments that fall under the Front Office Director purview.
• Oversee bi-weekly payroll
• May be required to step in to assist departments by performing the duties of direct reports. Examples include but are not limited to check-in/out, valet parking, managing luggage, assisting with guest reservations etc.
• Serves as a Manager-On-Duty for the resort in the absence of the Director of Operations or General Manager
• Consistently monitor Medallia, Tripadvisor and other social platforms and address concerns that are brought forward.
• Ensure that guest concerns are logged into the guest’s profile and recover all guest concerns prior to guest departure.
• Other duties as assigned.

Qualifications

• At least 3 years Management experience with 2 of them being in a hospitality capacity
• 2 years of experience leading a team of at least 20 employees
• Forbes Travel guide experience preferred, but not required
• Must possess a passion for hospitality
• Bachelors or Associate's degree preferred; six years related experience and/or training; or equivalent combination of education and experience.

Additional Information

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Wellness Programs
• Tuition Assistance
• Fun, family culture
• Employee Assistance Program (EAP)
• Exclusive discounts for Team Member (i.e., hotels, resorts, restaurants, entertainment, etc.)
• Complimentary parking
• $2.00 in meals in Team Member Breakroom
• Discounted Epic Local’s Pass
• Free Ski & Snowboard Equipment Rentals
• Advancement & development opportunities
• Community Involvement Programs
• Safe working environment where all Team members are COVID19 vaccinated

Our team members are valued, recognized, heard, respected, empowered and KEY to our organization’s success!