Front Office Assistant Manager

Work in an amazing destination town surrounded by breathtaking mountains and spectacular lakes filled with year-round adventure!

Enjoy world class mountain biking, hiking, fishing, ziplining, horseback riding, river rafting, water sports, Glacier National Park, and more...

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a Front Office Assistant Manager to work with our team.

PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE:

Directly manages front desk personnel and ensures proper completion of all front desk duties. Works closely with the Front Office Manager and Owner/Operator to direct the activities of the front desk. Manages payroll, budgeting, and scheduling of front office employees. Implements and enforces standard operating procedures for the front office and holds team members accountable when standards are not met.

MAIN DUTIES AND RESPONSIBILITIES:

• Responsible for the training of front office agents, ensuring hospitality standards are maintained.
• Ensure all guest concerns and requests are resolved promptly and properly.
• Ensure the accuracy and completion of all daily, weekly and period end checklists as prescribed by the Front Office Manager.
• Designated trainer for all Front Office staff.
• Always wear the proper uniform. Requires all front office associates to always wear proper uniforms.
• Enforces all cash handling and credit policies.
• Regular attendance of standup meetings in the morning when the Front Office Manager is absent.
• Schedule flexibility required, days, evening, and weekends, required, Night Audit shifts as needed.
• Red Book Maintenance includes entering all events and details on a weekly basis, reading all notes, following up on any outstanding maintenance concerns, and following up with all guest problems, complaints, and requests.
• Updating Event Binder includes keeping all catering, event calendars, and group turnovers up to date as well as organizing and being sure that this tool is up to speed for all staff to use.
• Maintain all logs including ski ticket logs, patience voucher logs, and package logs. Notifies Front Office Manager when inventories are low.
• Be a point of contact for guest billing questions after checkout.
• Manages payroll for front office staff. Approves/denies time off requests, PTO, etc.
• Manages scheduling for front office staff and monitors staffing levels and labor.
• Responds to Merchant Disputes and Chargebacks, ensures proper documentation is submitted.
• Assists with the Transportation department when needed.
• Conducts employee reviews according to Averill Hospitality Standards.
• Performs write-ups for Front Office Employees when Employee handbook is not adhered to.
• Assists the Front Office Manager in hiring, interviewing applicants, onboarding, etc.
• Reviews “Checked out with Balance Due” report and resolves any outstanding balances.
• Attends monthly Leadership Meetings and Rooms Meetings and ensures strong communication with other departments.
• Familiar with Incident reports and documents any incidents pertaining to the front office.
  
  

Specific Job Knowledge, Skills, And Ability

• Ability to communicate effectively verbally, in writing, and over the phone, with Staff, Senior Management team members, and Ownership.
• Superior Customer Service skills.
• Excellent leadership, interpersonal and problem-solving skills.
• Ability and willingness to adhere to all Averill Hospitality policies and ensure departmental personnel compliance.
• Ability and willingness to work with various office equipment and software systems.
• A valid driver’s license is necessary to aid in shuttles if needed.
• Must maintain a positive influence in the community and positive relations with area vendors.
• Teamwork – Balances team and individual responsibilities, exhibits objectivity and openness to others’ views, welcomes feedback, contributes to building a positive team environment, and prioritizes the team’s success over own interests.
• Quality – Meets productivity standards, completes work promptly, strives to increase productivity, works quickly and efficiently.
• Guest Service – Responds promptly to guests’ needs and takes ownership of the overall guest experience.
• Professionalism – Respectably approaches others, reacts well under pressure, treats others with respect and consideration regardless of status or position, accepts responsibility for own actions, follows through on commitments.
• Profitability – Makes a conscientious effort to help minimize waste of products, equipment, and supplies to increase the department’s profitability and the entire property.
• Leadership- responsible for leading the housekeeping department daily to ensure the overall success of the team.
  
  

The Lodge at Whitefish Lake, part of Averill Hospitality, offers part and full time, year-round employment, competitive compensation, and a full benefits package including paid holidays, paid time off, insurance, and company discounts in Whitefish, Montana's premier leisure and outdoor activity destination on the shores of Whitefish Lake.

Averill Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.