Assistant Manager, Front Office

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion.

The purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations and colleagues. With experience in a high-quality luxury hotel/resort, the Assistant Front Office Manager will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful.

Support all property operations, ensuring that the highest levels of hospitality and service are provided. Assistant Manager, Front Office oversees all stages of the guest’s stay, starting from arrival and check in to check out and departure. Assistant Manager, Front Office will support the tracking of guest preferences and resolution of service issues, and will report all extraordinary cases to the Manager, Front Office.

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviours
• Develop specific goals and plans to prioritize, organize, and accomplish your work
• Supervise and manage employees
• Understand employee positions well enough to perform duties in employees' absence
• Empower employees to provide excellent customer service
• Conduct regular trainings for employees
• Evaluate the staffing requirements and prepare work schedules weekly
• Ensure that there is proper coverage according to hotel occupancy
• Regular check of Front Office LQA Standards
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance
• Regular check of staff adherence to policy and procedures of the hotel
• Assist, as needed, in the interviewing and hiring of team members
• Perform regular trainings for Front Office team
• To assist with any other duties as assigned

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved
• Provide immediate assistance to guests as requested
• Provide services for customer satisfaction and retention
• Create unforgettable moments for guests and making sure guests are blown away with the hotel service
• Maintain high visibility in public areas during peak times
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Record guest issues in the guest response tracking system
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the team
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly
• Emphasize guest satisfaction…