Front of House Manager

Our Company

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property

Steamboat Springs is a Colorado icon, blending the best of luxury and western hospitality in the heart of the picturesque Yampa Valley. The staff here provide our Owners with everything they need to enjoy world-class recreation, dining, shopping, and leisure activities year-round.

Our Core Values

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy
  
  

Benefits

Full-time managers have access to:

• Bi-weekly paychecks
• Yearly reimbursement for wellness, recreation, ski pass benefit
• Opportunity for annual bonus
• Paid Time Off (PTO)
• 401(k) plan with company match
• Medical, dental, vision plans
• Basic Life and AD&D insurance
• Short and Long-Term Disability
• Employee Assistance Program (EAP)
• Company Cell Phone reimbursement
• Garage Parking Privileges
• Local Perks and Discounts
  
  

Summary

The Front of House Manager oversees daily front desk operations to ensure exceptional guest service, efficient administrative processes, and seamless communication across departments. This role leads and develops the front desk team, sets service standards, and serves as a key point of contact for guests, residents, and ownership. The Front of House Manager ensures policies and procedures are followed while fostering a welcoming, professional environment that reflects the organization’s values. This role oversees and coordinates daily operations of the front desk, Front Desk Agents and ensures maximum owner, member, and guest satisfaction. The Front of House Manager will assist the Front of House Operations Manager in all aspects of the front of house and managing the Alpine Mountain Ranch Summit Club Memberships.

Essential Functions

Essential functions as defined are illustrative only and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Nothing restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Essential duties and responsibilities may include, but are not limited to, the following:

• Create an atmosphere of warmth, politeness, and authentic ‘absolutely’ welcome with guest registration, check out, telephone service, and in-house reservations.
• Manage the front desk team in accomplishing their job duties correctly, with a high quality of service, and efficiently monitors employee relations.
• Adhere to and be knowledgeable of guest services budget and staffing assumptions and completes monthly budget variance reports for Front of House Operations Manager and Director of Finance.
• Handle guest complaints and problems in a courteous and professional manner and ensure prompt follow-through.
• Ensure all shift policies are followed by team members and adhered to (lunches and breaks).
• Correct any time clock issues for team members. Approve team timesheets weekly.
• Assist in compiling the weekly schedules for front desk and includes management team on schedule.
• Conduct seasonal front desk meetings with Front of House Operations Manager to encourage improvements with operations and service and keep management and all other departments updated with any news, ideas, changes, or problems.
• Review current day’s expected arrivals and check in all VIP and special request reservations, reviews departures
• Responsible for checking the accuracy of billing and being sure guest service agents collect credit cards on reservations.
• Oversee the dress code and neat grooming/hygiene of self and Front Desk Agents.
• Initiate and maintain personal contact with owners and guest pre-arrival, during visits, and after departure, as needed. Be available to take guests on tours of the property.
• Responsible for knowing Owners and members preferences and ensuring needs are being met. Works with Front of House Operations Manager and Reservations Manager to accomplish a seamless guest experience.
• Create and adapt training material for all new and re-hire/returning seasonal team members.
• Train front desk agents on the use of computer programs such as Opera, ALICE, Mailchimp, Microsoft Suite, and Canva.
• Understand how to do broadcast texting within the ALICE system. Have administrative user ability to set up accounts for concierge team members.
• Help update activities and in-residence guides, publish both on hard copy and on Alice or Google calendar. Update Google documents as needed/ share calendars of corporate events as requested.
• Oversee and maintain quality and completion of administrative tasks at the front desk.
• Be knowledgeable of all internal computer systems (ALICE, Opera, Tram, Scout, Owner website) and be able to train guest service agents on same.
• Manage the weekly ‘send-out’ of upcoming arrival reports to other departments.
• Responsible for seasonal key inventories and communication with facilities team on key needs.
• Oversee Owner, vendor, and loaner fobs, maintaining accurate tracking, issuing and collecting fobs as needed, and ensuring lost or unreturned fobs are promptly deactivated.
• Oversee the following for Medallia Surveys:
• Post-stay survey distribution and reminders to guests.
• Create internal reports to be sent bi-weekly in season, and monthly during shoulder season to all department managers with Medallia scores and comments.
• Respond to guests Medallia comments, problems, complaints, and kudos.
• Assist with Alpine Mountain Ranch Summit Club (AMRSC) membership support, including:
• Building tours for new Summit Club members.
• Guest fee billing.
• Regularly monitor and respond to the dedicated AMRSC phone line and email to support member needs.
• Locker room audits.
• Allocation and inventory of locker cards and ski locker gifts in coordination with the ski valet contractor.
• Ability to learn how to read and interpret the fire/safety panel. Remain calm under pressure and train Front Desk Agents on these tasks. Ability to learn where the water turn-off valves are in case of water emergency.
• Use Owners, members, and guest’s names when meeting, answering questions, making deliveries, or assisting them in any way.
• Follow up daily with outstanding departmental ledger items for Residence Club, Timbers Reciprocity Program, Moving Mountains, and Whole Owners. Work with Assistant Housekeeping Manager and Reservations Manager on these, as needed.
• Ensure cash drawer at the front desk has appropriate change available and is counted, and signed off on, during each shift.
• Assist with ensuring Moving Mountains reservations are correctly entered into Opera system.
• Maintain cleanliness of lobby, back offices, entryway, and members gathering areas by partnering with housekeeping and maintenance teams.
  

Supportive Functions

• Assist with daily front desk, transportation, concierge duties as operations dictate and any other duties as assigned.
• Fulfill scheduled Manager on Duty (MOD) shifts and responsibilities.
• Assist Front of House Operations Manager with Exclusive Resort (ER) related items, as needed. Understand the systems used and be able to back up ER responsibilities in the Front of House Operations Manager’s time off/PTO.
• Be present at Apres Ski during the winter to greet guests and to assist Food & Beverage team as needed.
  
  

Manager, Supervisory & Training Responsibilities

• Directly manages 5 – 8 team members for the Front Desk.
• This job will train others and/or assist with interviewing, hiring, training, planning, assigning, and directing work.
• Conduct performance reviews and assist with needed discipling of team members; addressing complaints, and resolving issues.
  
  

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 and/or skill required.

Education And Experience

• The best candidate will be experienced in management of a diverse group of employees, ability to change directions at any given time without notice and be able to create and endeavor to meet personal, departmental, and property goals.
• Bachelor’s degree, preferred.
• Must have three to five years’ experience in guest services, hospitality, and/or resort management.
• Must have at least two years’ prior supervisory or management experience of others.
• Ability to successfully complete the M-100 Essentials of Community Association Management course within six months of hire or promotion into this role.
• Ability to become a Colorado State Notary Public within one year of hire or promotion into this position.
  
  

Knowledge And Skills

Preferred Knowledge of:

• Making, changing, and canceling reservations for activities, transportation, dining reservation requests for Owners, members, and guests.
• Ability to create and give copies of itineraries to guests for their planned/scheduled activities.
  
  

Skilled In

• Be detail oriented, have follow through and complete each task set or started.
• Learn and have knowledge of all other Timbers Properties, the Reciprocity Program, and the Timbers Collection.
• Must be literate with all English skills (Reading, Writing, and Speaking) and have strong communication skills.
• Demonstrate leadership abilities to manage all guest service team members.
• Must always speak and carry yourself in a professional manner in front of team members, owners, members, and guests.
• Be yourself and genuinely care about each interaction you have. Nothing is more important than the moment you are in with each team member, Owner, guest, or member.
• Have intermediate or better Microsoft Email, Word, and Excel skills.
• Planning and prioritizing tasks in a self-directed work environment and maintaining high levels of productivity without direct supervision. Organizing own work, setting priorities, and meeting critical deadlines.
  
  

Able To

• Work independently or in a group/team setting.
• Write routine reports and correspondence.
• Work until all daily duties are complete, even if this means working more than 8 hours in one shift.
• Able to work days, evenings, weekends, and holidays.
• Learn about the different categories of ownership and membership within One Steamboat Place.
• Learn about all other Timbers Properties, the Reciprocity Program, and the Timbers Collection.
• Motivate, mentor, and manage the performance of guest service team members, including praise or corrective action, as needed.
• Have, or ability to get certification in CPR/First Aid/AED Machine use, preferred.
• Ability to become a Colorado State Notary Public.
  
  

Physical Demands

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to frequently lift and/or move 5 - 25 pounds.
• Must occasionally lift and/or move up to 25 -50 pounds.
• Ability to move about the resort as needed.
• Must be able to sit or stand for long periods of time at the desk, on computers, and/or phones.
• Continually required to utilize hand and finger dexterity.
• Must be able to grasp, write, use repetitive motion, listen, and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision; peripheral vision, depth perception, and ability to adjust focus.
  
  

Work Environment

• While performing the duties of this job, the noise level in the work environment is usually moderate.
• Occasionally exposed to outside weather conditions.
  
  

This job description is not all inclusive. One Steamboat Place reserves the right to amend this job description at any time.

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.