Front Office Manager

Job Overview

The Front Office Manager is responsible for ensuring that consistent high quality guest service is delivered in all Sundance Lodging efforts. The Front Office Manager is responsible for ensuring all guest standards are trained to and delivered on a consistent basis, including Forbes, FH&R, Preferred, Virtuoso and any other standards that may be added over time. Achieving Forbes 4-Star recognition should be one of the primary goals of the Front Office Manager. This individual will provide guidance, training and leadership for the following Front Office departments: Front Desk, Bell Service, and Experience Curators.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Guest Services

Demonstrate an exceptional understanding of human interaction, service standards, and product knowledge to provide staff the highest level of training.

Refine training programs to ensure a luxury-level experience for all Lodging guests.

Maintain a high visibility with all guests and employees and exemplify proper examples of guest service standards.

Handle all guest requests, concerns, complaints, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction.

Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

Serve as a role model to demonstrate appropriate behaviors.

Ensure highest level of hospitality and service are provided to lodging guests.

Prepare the Lodging division for all quality assurance inspections.

Use quality assurance inspections and guest feedback to celebrate successes, refine service standards, and turn failures into learning opportunities.

Handle any guest related issue finding the best solution for guest and resort.

Track service issues and service recovery expenses.

Communicate guest issues as needed to the appropriate managers and work towards preventing reoccurrence.

Ensure the Front Desk environment is always on-brand and welcoming for all guests.

Staff Development

Foster a positive and safe work environment in which employees are able to learn and grow.

Lead team in daily training, monitoring, and improving current standards.

Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.

Ensure guest profile information is used proactively to create positive experiences for guests.

Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Provide services that are above and beyond for customer satisfaction and retention.

Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Empower employees to provide excellent guest service and create experiences.

Observe service behaviors of employees and provide feedback to individuals.

Participate in the development and implementation of corrective action plans to improve guest satisfaction.

Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.

Ensure proper FH&R, Virtuoso, and Signature Travel agency training is completed at least bi-annually.

Experience Curators

Provide leadership and training for the Experience Curators.

Oversee seasonal offerings and services for lodging guests such as Holiday Happenings.

Maintain vendor contacts and ensures the accuracy of invoices, payments, and commissions.

Refine the Guest Amenity Program.

Collaborate with Sales, Food and Beverage, & General Store to create seasonal menus of welcome amenities.

Create a Repeat Guest or Loyalty program.

VIP Services

Ensure lodging team has the necessary information to meet the needs of special guests, lodging partners, requests, and groups.

Provide managerial presence during peak times to model guest service standards especially during group check-ins, satellite check-ins, etc.

Personally greet and welcome VIPs to the property.

Own the pre-arrival process for all VIPs and specials guests and ensure that their needs and requests are executed to their satisfaction during stay.

Personally inspect the lodging unit prior to VIP arrival ensuring amenities are properly placed.

Department Management

Attend & contribute to weekly Lodging Partner meetings.

Able to implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Create and manage the budgets for the Lodging Division.

Review day to day actuals needed to achieve budget.

Provide monthly P&L reports and participate in monthly P&L meetings.

Participate in the Rev Max Committee and implement revenue maximizing strategies in packages, rates, and availability of rooms both online and through the Reservations department and other booking channels.

Oversee all labor cost controls and operating expenses within budgeted limits and occupancy variances to maximize productivity and profitability.

Effectively report on department’s financial performance at monthly profit and loss meetings.

Work with the marketing team to enhance sales efforts.

Reinforce No Idle policy for all Sundance vehicles.

Develop guidelines and train staff to reduce energy usage during periods of no occupancy.

Ensure staff educates guest on Sundance’s Environmental commitment and legacy of land preservation.

Report on initiatives supporting the Environmental Commitment to reduce carbon footprint and be strong stewards of the land.

Oversee FD Wine & Alcohol program and ensure all accountability tools are in place including TIPS training for all Bellmen.

Achieve 4 star rating in Forbes Travel standards in all areas of Lodging.

Work collaboratively with other departments to ensure seamless guest experience.

Manage and maintain relationships and communication, including necessary follow-ups with Lodging Partners.

ALL SUNDANCE REPRESENTATIVES ARE EXPECTED TO

Embrace and promote all facets of the Sundance Guiding Principles: vision, mission, cause, tenets, service standards, and values.

Exhibit job and product knowledge to accurately support and promote all Sundance departments, amenities and programming ventures.

Be flexible to meet business demands, work well under pressure, meet deadlines and manage time appropriately.

Work with a broad based constituency and provide excellent service to all internal and external guests.

Demonstrate cooperative behavior with colleagues and supervisors.

Keep information confidential as directed in the confidentiality agreement.

Support and comply with all Sundance policies, procedures, and standards.

Protect Sundance assets.

Be a positive ambassador of Sundance inside and outside of work.

ENVIRONMENTAL COMMITMENT

Support and participate in environmental programs associated with position, for example: minimize waste, recycle, conserve energy, purchase and use sustainable products, educate co-workers/guests on environmental ethic, support vendors with similar environmental ethic, decrease pollution levels, minimize the use of toxic chemicals, restore wild life

habitats, and carpool with co-workers to minimize carbon emissions. All employees are invited to participate in environmental or Sundance Preserve sponsored events.

SUPERVISORY RESPONSIBILITIES

Manage 3-6 subordinate supervisors who supervise a total of 15-20 employees in the Front Desk, Experience Curators, and Bell Staff. Is responsible for the overall direction, coordination, and evaluation of these units.

Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

DISCLAIMER

This is a general description of this job. All employees of Sundance Partners Ltd. will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MANAGEMENT SKILLS

Financial management and accountability including preparation and adherence to departmental budget and willingness to implement improvements to achieve the financial goals of Sundance.

Manage change effectively.

Implement the Sundance guiding principles.

Provide leadership to position Sundance to achieve its vision.

Communicate goals and objectives in a manner which inspires employees to live and apply the guiding principles.

Communicate clearly and concisely in writing or verbally.

Sell concepts and ideas to management, peers, and employees.

Build morale and spirit.

Instill a guest service attitude in all employees.

Instill a “can-do” attitude in all employees.

Manage time.

Follow, support, and enforce company policies and procedures.

Solve problems.

Assume responsibility and accountability for self and employees.

Quickly evaluate alternatives and decide on a plan of action.

Think creatively.