Description:
Position Summary
The Assistant Front Office Manager oversees the daily operations, training, and supervision of the Front Desk and Bell Staff to ensure exceptional guest service and efficient departmental performance. This role supports the General Manager and Director of Room Operations in maintaining high operational standards, team development, and guest satisfaction while fostering a positive and professional work environment.
Essential Duties & Responsibilities (Other duties may be assigned)
- Provide daily leadership, conduct shift briefings, monitor performance, and recognize outstanding team achievements.
- Create weekly staff schedules, maintain accurate timekeeping records via Paylocity, and manage shared staff gratuities.
- Ensure the team delivers exceptional service, resolves guest concerns professionally, and executes effective service recovery.
- Perform Front Desk duties and provide hands-on leadership to maintain a clean, organized, and efficient work environment.
- Maintain deep knowledge of resort services to seamlessly coordinate communication and resolve operational issues between departments.
- Oversight of guest rates, folios, billing, refunds, and guest compensation requests.
- Ensure accurate completion of occupancy reports while assisting with budgeting, labor management, and revenue goals.
- Monitor departmental inventory, order operational supplies, and attend required operations and briefing meetings.
- Assist and support the direction of the General Manager and Director of Room Operations.
Supervisory Responsibilities
- Supervise a team of approximately 8–10 employees, including Front Desk Agents, Concierge, and Bell Staff.
- Carry out supervisory responsibilities in accordance with company policies and applicable laws.
- Responsibilities include interviewing, hiring, onboarding, training, scheduling, assigning work, evaluating performance, recognizing achievement, addressing employee concerns, and resolving operational or personnel issues.
Knowledge, Skills & Abilities
- Proven ability to lead, supervise, build cohesive teams, and train staff effectively
- Exceptional oral and written communication skills
- Ability to effectively present information and confidently respond to questions from groups of managers, clients, customers, and the general public.
- Strong problem solving skills to resolve issues involving multiple variables in standardized situations.
- Ability to maintain a friendly, professional, cheerful, courteous, and hospitable demeanor under pressure.
- Knowledge of Microsoft Office (Outlook, Excel, Word), internet browsers, and hotel reservation/property management systems, and accounting software
- Excellent organizational, multitasking, and detailed-oriented skills.
- Comprehensive knowledge of the Telluride region, and local area attractions.
- Ability to work a flexible schedule including nights, weekends, holidays, and overtime as required.
Requirements:
Education and/or Experience:
- Experience in a hotel or related field preferred.
- High School diploma or equivalent required; additional certification is a plus.
- Prior management experience specifically in the hospitality industry and customer relations.
Physical Demands:
The physical demands 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.
While performing the duties of this Job, the employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must be able to lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
While performing the duties of this Job, the noise level is moderate to high during peak periods. Although temperature controlled the employee may be exposed to outside weather conditions. Activity level typically requires a high level of standing/walking per shift, occasional lifting and bending. Employee should be able to function effectively at elevations of 10,000 feet or higher.
