The Stanley Hotel located in beautiful Estes Park, CO is looking for a Front Office Manager. As a Front Office Manager, you’ll be responsible for supervising the operational activities of the Hotel’s front desk, PBX, concierge and guest services teams, maintaining corporate and hotel guidelines to provide the highest standards of customer service, while maximizing room revenue and occupancy.

Known for its old world charm, The Stanley Hotel boasts spectacular views in every direction and is less than six miles from Rocky Mountain National Park. Listed on the National Register of Historic Places and member of Historic Hotels of America, the 202-room Stanley Hotel continues its rich tradition of offering the finest service and amenities in beautiful Estes Park, CO.

Responsibilities:

Key responsibilities of a Front Office Manager includes:

• Supervising procedural aspects of the hotel’s front office team; front desk, PBX, concierge and guest services maintaining a presence during peak traffic periods
• Supporting the employees while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Performing any front office employee duties as necessary, such as registration, check out, luggage handling, lobby greeter and processing room reservations for guests
• Assisting employees with questions and problems as they occur
• Ensuring that all, VIP guests and repeat guests are identified, recognized and pre-blocked
• Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Ensuring proper execution of all group requests as dictated by resumes, i.e., pre-block and pre-key rooms, special billing. Following up on any requests for the group &/or individuals, i.e., tours, babysitters, rollaway beds, cribs, etc.
• Monitoring cash handling, credit card totals and deposit slips to ensure accuracy
• Ensuring that all safety and security policies and procedures are followed
• Train, coaching and development of team members
• As Hiring Manager, interview and select team members
• Managing and resolving all guest complaints and compliments in a professional and courteous manner
• Maintaining an up to date working knowledge of all property amenities as well as any special events

Job Requirements:

The ideal Front Office Manager candidate will possess strong communication skills, a clear understanding of guest service in a luxury hotel environment and demonstrate leadership abilities.

The minimum qualifications for this position are:

• One to three years front desk assistant manager experience in a hotel property of similar size and quality
• Understanding of full service hotel products and guest services
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must possess strong communication and listening skills
• Ability to work a varied schedule that may include evenings, nights, and weekends

An Equal Opportunity Employer