Front Office Manager

The Austria Haus Condominium Association is seeking a Front Office Manager. Work with the best clientele in the world at our luxury boutique property, situated in the heart of Vail Village where elegance, family, and fun all come together to create a unique and memorable experience for our guests. The Front Office Manager will oversee and manage the front office and guest service departments. The ideal applicant must have excellent communication skills, be a strong multitasker, problem solver, and team leader.

Primary Responsibilities: • Providing timely, accurate and complete proposals, recommendations, requests for approvals and information to the Association GM to enable the GM to make wise, informed decisions on both short- and long-term actions and goals. • Assisting in the development and implementation of policies, procedures, and service standards. • Hiring, training, motivating, developing, coaching of Front Office guest service employees, overseeing and approving the activities performed by the Front Office guest service employees. • Selecting and assisting in selecting Front Office departmental staff and completing all new hire paperwork. Leads and trains staff to adhere to Club and Hotel standards. Maintains and updates training manuals pertaining to Front Office guest service staff as needed. • Providing service and safety training to desired levels; ensuring that training is conducted that meets service standards, goals, and objectives. • In coordination with the Hotel Resident Manager, determining and administering the appropriate Front Office guest service staffing levels and scheduling according to budget and business demand; interfacing to coordinate staff operations and customer support; and effectively responding to property inspection and customer service issues that arise from time to time. • Ensure and monitor that scheduling of Front Office guest service staff is appropriate and within budgetary guidelines. • Working with department staff to meet their respective goals and objectives through efficient operations; Assists team with day-to-day and hands on operations. • Reviewing employee performance, provides development and coaching and conducts personnel actions such as disciplinary actions for department staff. • Continuously inspecting all Front Office areas of the property, checking on property condition, presentation, and operations; based on observations, providing direction, feedback, and offering assistance as needed. • Assisting with development of portions of the overall budget as determined by the General Manager.

Duties include but not limited to the creation, development, management, and administering the daily, monthly, and annual financial process including forecasting, budgeting, payroll, revenue strategies, expense management, monthly recaps, and inventory. • Manges all ordering, billing, and inventories for the Front Office guest service area. • Manages Payroll for all departments, effectively managing all items related to running payroll on a biweekly basis. • Inputs all applicable payroll data into payroll data base including but not limited to; demographic information, pay rate, insurance premium deductions, salary changes, bonuses, etc; ensuring information is accurate. • Keeps informed about changes in laws that apply to payroll procedures. • Assist in establishing and maintaining effective communication with guests, employees, and management, overseeing the preparation of all correspondence and forecasts for the room’s operations. • Acting in the capacity of Manager on Duty in the GM’s absence. • Oversees the Club Membership Liaison in managing Club condo assignments for upcoming weeks based on Club Member requests and priority chart; in communications to Club Membership, and in confirmation of arrival dates, times, and departures of Club Members/guests. Make corrections and adjustments and handle all computer/RDP problems that might occur. Update and maintain Club Owner information as necessary. • Receiving, investigating, and acting upon complaints from Hotel Area General Manager and Resident Manager, employees, Unit Owners, and guests to ensure resolution. Handles guest complaints to the highest possible level in absence of GM. Handle emergencies, guest issues, and mechanical failures. Complete knowledge of fire evacuation and able to train others. • Knowledge of all Concierge, Bell staff, and Night Audit functions and supervision of these areas. Responsible for scheduling these departments and covering shifts as needed. • Responsible for ensuring key log and system of security for keys are in place. • Ability to work a varied schedule including weekends, holidays, evenings, and overnight shifts.

Skills, Abilities, and Knowledge: • Bachelor’s degree from 4-year college or university; or 4+ years related experience; or equivalent combination of education and experience. • At least 2 years managerial or supervisory experience in the hospitality industry required. • Comprehensive knowledge of hospitality and homeowner’s association industries and industries-related trends and forecasts. • Extensive knowledge and proficiency in Microsoft Office programs, Internet Explorer hospitality software. • Professionalism and ability to be discreet with confidential and sensitive issues. • Excellent verbal, written communication, and organizational skills. • Ability to read, to analyze and to interpret Association governing documents, financial statements, complex agreements, and legal contracts. • Strong understanding of basic accounting concepts with the ability to read and understand financial statements and to create, interpret and modify budgets, forecasts, variance reports, payroll, expense management, revenue strategies, etc. • Ability to handle multiple tasks and projects and to meet deadlines. • Ability to respond effectively to the most sensitive inquiries or complaints. • Ability to successfully manage, lead and develop staff. • Bilingual in Spanish and English preferred. • The duties of this position are expected to be performed primarily on site and demand the ability to work flexible hours and varying schedules, at times including workdays of greater than 8 hours and/or more than 40 hours during the work week.

Pay and Benefits: $55K to $70K. Medical, Dental, Vision Insurance, Paid Time Off, Paid Sick Leave, Simple IRA contribution match up to 3%, Ski Pass Benefit.

Education Level: 4 year degree desired

Experience Level: Management experience required

References: Previous employment references required