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Reception Manager
Job
Trapp Family Lodge
Stowe, VT (In Person)
$67,500 Salary, Full-Time
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Job Description
Duties & Key Success Factors Manage reception desk, bell/valet, switchboard, and night auditors Provide friendly and technically skilled guest service to all hotel and townhouse guests Ensure friendly, accurate and timely check-in/out of all resort guests Coordinate and implement inspection of guest rooms with Housekeeping Manager Highly proficient with Oracle Opera, HotSOS, and Microsoft Office programs Coordinate guest concerns with Reservations, Housekeeping, and Owner Services Managers Other Duties and Responsibilities include the following, and other duties as may be assigned. Plans, assigns, and reviews the work of Reception, bell/valet staff, night auditors and switchboard employees. Revises procedures and reassigns duties as needed to provide the best service possible to our guests. Manages Reception, bell/valet staff, night auditors and switchboard employees. Supervises the training, orientation, and continuing development of subordinate employees. Trains staff to a level to enable them to make immediate customer-driven decisions. Ensures all Reception, bell/valet staff, night auditors and switchboard employees are informed of and abide by the operating standards and personnel procedures. Conducts performance reviews for all reporting employees. Interview and hire applicants for vacant positions. Schedules employees to reflect business levels and ensure a high level of guest service, while staying within budget guidelines. Reviews, edits, approves and submits payroll information on a timely basis. Approves overtime if necessary. Approves PTO requests. Counsels employees on work-related problems or questions. Uses knowledge of Oracle Opera (property management system) guest service functions and working knowledge of family history to assist guests, visitors and callers with their requests and questions. Maintains awareness at all times of the effect of actions upon the guest's experience. Acts as role model for staff with regard to the guest coming first. Reports work orders in HotSOS (work orders) and ensures that reception employees follow HotSOS reporting procedures Resolves and reports guest issues / service lapses when brought to their attention 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Bachelor's degree (B. A.) or equivalent from four-year college or technical school; or 2 to 3 years related hotel experience and/or training; or equivalent combination of education and experience.
Must have experience that provides evidence that the candidate has (1) a good understanding of the role of the Manager in the hospitality business; (2) the ability to analyze problems and recommend solutions; (3) the ability to communicate effectively with others, both orally and in writing; and (4) the ability to exercise mature judgment. Experience should also include progressively responsible experience in a resort operation. Required experience includes responsibility for hiring, training, supervising and evaluating staff.
Must have experience that provides evidence that the candidate has (1) a good understanding of the role of the Manager in the hospitality business; (2) the ability to analyze problems and recommend solutions; (3) the ability to communicate effectively with others, both orally and in writing; and (4) the ability to exercise mature judgment. Experience should also include progressively responsible experience in a resort operation. Required experience includes responsibility for hiring, training, supervising and evaluating staff.