Front Desk Group Manager

The Front Desk Group Manager will provide a mountain resort guest experience that focuses on great service, great value and safety. Our goal is to create experiences that will keep our guests coming back time and time again. In addition, the Front Desk Group Manager will maximize financial opportunities for the lodging department while managing the multiple front desk operations and promoting a high level of hospitality and courtesy for our guests. This position is full time, year round, benefits eligible and reports up to the Director of Lodging.

• On-mountain, affordable employee housing options
• Free season pass (summer/winter)
• Friends and family discounts and vouchers
• Pro deals with top industry brands
• Retail, spa, lodging, and dining discounts at Snowshoe owned establishments
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Opportunities to grow your career and professional skills

Our organizational values describe our shared beliefs…what’s important to us as an organization; how we want to treat each other and our guests.

• Coordinate, prepare and implement departmental budgets
• Provide assistance to all the Front Desk Managers and Supervisors
• Be knowledgeable and experienced in all responsibilities of front desk management

• Maintain full knowledge of all Snowshoe’s reservation/front office system, SMS, and all systems related to front desk operation, including Inntopia, RTP and all other related systems
• Ensures completion of daily responsibilities through delegation
• Maintains a safe, clean and comfortable working environment by complying with company policies and being alert to health and safety hazards for guests, employees and management
• Promote hospitality and courtesy through all interactions and by setting a positive example
• Monitors cash handling and shift closure procedures for efficiency
• Ensure proper operation of equipment
• Troubleshoot and resolve when any IT or Accounting issues may arise
• Ensure department has equipment, resources, access and supplies to perform their jobs
• Maintains rapport with other departments by establishing relations with and keeping lines of communication open with all resort departments
• Provide Front Desk Managers with information regarding new sales initiatives and ensure this information is communicated with front lines

• Provide guidance, coaching and correcting to all Front Desk Managers and Supervisors
• Promote and advocate for the company’s values, vision and mission
• Identify and create training and development opportunities for staff to keep them engaged
• Maintain feedback logs, perform consistent one-on-ones and performance evaluations for team
• Develop professional knowledge by attending educational workshops such as trainings, seminars and meetings.
• Contributes to team effort by assisting in accomplishing departmental goals

• Interview and hire management staff for each Front Desk
• Ensure payroll accuracy and timely sign off on payroll
• Maintain appropriate staffing levels by monitoring occupancy levels and business demand and oversee preparation and sign off of weekly work schedules
• Maintain uniform inventory by setting up systems for placing orders for staff and management

• Increase guest satisfaction and ensure service recovery by assisting and guiding managers to in the guest recovery process
• Communicate guest issues and recommend appropriate action by providing management with feedback from guest interactions
• Resolve escalated guest issues concerning billing, reservations, service, etc.
• Assure that every staff member understands and is committed to the team approach to guest service

• Support revenue management initiatives
• Prepare and implement departmental budgets and financial goals

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

• Bachelor’s degree or equivalent and relevant work experience
• Minimum 5 years experience within a hotel setting, Resort Front Office, Sales or Guest Service operations
• Minimum 3 years experience in management
• Ability to work evenings, weekends and holidays

Position may require occasional overnight or day travel. Any employee who operates a company vehicle is required to comply with the Driver’s Standards Policy.