Director of Front Office

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a Director of Front Office to work with our Front Desk Team. All employees receive perks of $50 rooms at any of our properties, and discount rates at our spa, restaurant, and retail.

PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE

Direct and organizes the Front Office, Valet, Transportation and Concierge operations. Provides supervision and professional development for Front Office, Valet, Transportation and Concierge management team. Inform and communicate with the team as well as maintain high standards of service and cleanliness to maximize profits.

MAIN DUTIES AND RESPONSIBILITIES

• Plan and direct the functions of administration and planning of the Rooms department to meet the daily needs of operation.
• Clearly describe, assign, and delegate responsibility and authority for the operation of the various rooms departments.
• Implement effective controls of rooms labor costs among all sub departments and monitor the Front Office budget to ensure efficient operation keeping expenditures within budget limitations including achieving budgeted revenue and labor expenses.
• Assist the departmental managers in establishing and achieving predetermined profit objectives and desired standards of service and financial performance.
• Maximize Front Office department profitability.
• Regularly review and evaluate the degree of guest satisfaction of the individual departments to recommend new operating policies whenever a change in demand, guest dissatisfaction, or a change in competitive environment is required.
• Investigate and resolve service complaints.
• Develop, along with assistance from department heads, operating tools necessary and incidental to modern management principles such as budgeting, forecasting, purchasing specifications, job descriptions, etc.
• Ensure compliance with all policies and procedures.
• Hire, train, supervise, develop, discipline, and counsel all management employees according to policies and procedures.
• Attend executive level meetings to obtain and disseminate pertinent information.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITY

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation.

• Prepare moderately complex calculations for financial reporting.
• Knowledge of basic sanitation requirements/controls and applications of relevant chemicals.
• Supervisory skills.
• Ability to deal effectively with employees, vendors, contractors, etc.
• Ability to coordinate and cooperate with other departments regarding Front Office and Housekeeping services and activities.
• Ability to access and accurately input information into a computer using a moderately complex computer system.
• Extensive knowledge of hotel operations.
• Excellent communication skills both verbal and written.
• Ability to work in teams and independently.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• Perform other duties and responsibilities as assigned by the General Manager.
• Remains calm and alert, especially during emergencies and/or heavy hotel activity, and resolves complications.
• Operates various office machines.
• Participates in and maintains active community relations.
• Participates in hotel activities and attends meetings as requested.
• Assimilate into The Averill Hospitality CORE culture through understanding, supporting, and participating in all elements of CORE. Demonstrate working knowledge of the service standards.
• Regular attendance in conformance with the standards which may be established by Averill Hospitality from time to time is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

• Assistant Front Desk Manager

• Adventure Services Manager

• Transportation Manager

PHYSICAL REQUIREMENTS

FREQUENCY KEY: Rare- Up to 1 hour, Occasional- 1 to 3 hours, Frequent 3 to 6 hours, Constant- 6 to 8 hours

PHYSICAL ACTIVITY FREQUENCY

Reaching Constant

Near Vision Constant

Far Vision Constant

Grasping Constant

Hearing Constant

Talking Constant

Walking/Standing Constant

Stooping Frequent

Sitting Occasional

Climbing stairs Occasional

Crouching/Bending/Stooping Occasional

Pushing/Pulling Occasional

Lifting/Carrying (up to 30 lbs.) Occasional

Travel Rare

Smell Rare

QUALIFICATION STANDARDS

EDUCATION

• High School diploma or equivalent required.
• 4-year college degree preferred.

EXPERIENCE/ LICENSES OR CERTIFICATES

• 1-2 years prior guest service experience are preferred.
• Prior hospitality experience preferred.
• 1-2 years prior supervisory or management experience.
• CPR Certification and/or First Aid Training preferred.

SCHEDULE / HOLIDAYS/ PTO

The Director of Front Office is expected to keep a minimum schedule availability, adjusted as needed according to business demands, and be available in the event of an emergency. A requirement of scheduled hours per week is expected, however it can be depending on the business needs. Working weekends and holidays may be required at times.

The Director of Front Office will typically be available during peak seasons, typically taking PTO and vacations during slower seasons. Generally, extended PTO may not be approved during June 15 - September 15.

NOTICE

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four (24) hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected.

The Lodge at Whitefish Lake, part of Averill Hospitality, offers part- and full-time, year-round employment, competitive compensation, and a full benefits package including paid holidays, paid time off, insurance, and company discounts in Whitefish, Montana's premier leisure and outdoor activity destination on the shores of Whitefish Lake.

Averill Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.