Front Desk Manager

Job Description

Job Description

Front Desk Manager

As the Front Desk Manager at Alyeska Resort, you will lead and oversee the Front Desk, Night Audit, and Concierge, ensuring exceptional guest service.

Your role involves maintaining professionalism, organizational excellence, and influential leadership, emphasizing interpersonal skills, technical knowledge, and strategic thinking.

Position Responsibilities

• Supervise Front Desk Team and oversee scheduling and training Front Operations staff with supervisors, emphasizing guest relations skills to ensure exceptional service delivery.
• Establish and enforce compliance with Standard Operating Procedures (SOPs) and departmental policies while liaising with other managers as necessary to maintain consistency.
• Responsively address guest inquiries and complaints, including weekly survey comments, providing accurate information and maintaining a positive attitude to enhance guest satisfaction.

Resolve guest issues professionally and tactfully.

• Oversee the daily registration and checkout process, ensuring efficiency and accuracy.
• Support Front Desk Supervisors in handling VIP and special reservations, ensuring guests are checked in, greeted appropriately, and checked out seamlessly.
• Provide feedback and evaluate progress of Front Desk, Night Audit & Concierge team members
• Collaborate with the Front Desk Supervisors and Guest Experience Manager to deliver VIP experiences and promptly respond to guest requests.
• Make room selections based on guest preferences and needs, following instructions provided by the Director of Rooms.
• Supervise cash handling procedures, working closely with the accounting department to ensure adherence to financial policies.
• Instruct Front Desk staff on the Emergency Procedures Manual, prioritize guest safety, and coordinate with Security and other relevant departments to manage emergency situations effectively.

Maintain the emergency procedures manual.

• Monitor and ensure that Resort job standards are met and that special programs are successfully implemented.
• Oversee the onboarding and performance of new Guest Services vendors while maintaining relationships with existing ones.
• Collect and manage all data related to covered gratuities, preparing information and reports for Accounts Receivable (A / R) and Payroll departments.
• Execute the vision and directives set by the Director of Rooms, communicating this direction to Front Operations staff, including Night Audit, Bell Desk, Guest Services, Recreation, and Reservations teams.

Provide assistance in these areas as needed.

• Develop a comprehensive understanding of the Girdwood Valley and Resort activities to better assist guests and staff.
• Handle administrative paperwork, process timecards, and manage labor and staffing costs efficiently.
• Other duties as assigned.

Essential Skills and Experience

• Previous Front Office experience in Full Service Hotels, or comparable Hospitality Operations experience required.
• Minimum 2 years of hotel experience
• Supervisory experience a must
• Ability to manage tasks independently with attention to detail and focus on customer service
• Ability to take initiative and solve problems
• Leadership with the ability to remain calm under pressure.
• Strong interpersonal skills and ability to build and maintain relationships with Reservations, People and Culture, Sales, Accounting, Event Management and Front Desk teams to ensure smooth operation of the department
• Understanding of P&L statement
• Knowledge of Microsoft Excel, Microsoft Word, and Microsoft PowerPoint
• Knowledge of Front Office Systems (e.g. Opera) preferred
• Business or Hospitality Degree preferred
• This is a salary position but must have the ability to work evenings and weekends where required

Why Alyeska?

Alyeska Resort is a 300+ 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 are able to work hard and play hard and are encouraged to share their enthusiasm with our 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 occasionally 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.

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 available positions only and does not accept applications for general employment.

Preference may be given to local candidates, as relocation may not be available.