Under the direction of  the Front Office Manager
Provides high quality guest service by operating an efficient front desk. Supervises front desk employee performance and training. Completes assigned daily tasks, projects and special requests.

Position Functions / Areas of Responsibility
1.    Oversees operation of the Front Desk and acts as MOD in the absence of the Front Office Manager
2.    Consistently leads by example in regards to all Snowbird policies and  Star Service Standards
3.    Works the front desk as needed and performs supervisory duties in absence of a shift supervisor.
4.    Plans, directs, organizes and controls work-time behavior of others including supervising front desk clerks, supervisors and night auditors.
5.    Makes recommendations on hiring, retention, promotions and discipline.
6.    Tracks staff performance and training programs to assure consistent / fair application.
7.    Assures proper communications to keep staff updated on procedures and current events.
8.    Is continually aware of daily occupancy, room blocking, and guest or group blocking requests.
9.    Networks / communicates with all departments to assure the success of the front desk
10.    Oversees group activity and information, attending pre-cons and dissemination of information to staff
11.    Assures accuracy of group requests, needs and / or distribution of group materials.
12.    Processes daily audit pack reconciliation, daily deposits and month end accounting.
13.    Oversees issuing, return and accuracy of all staff cash banks and supply and accuracy of cash safe.
14.    Maintains Cliff Lodging division petty cash account
15.    Answers inquiries and solves disputes pertaining to billing, payments, or other guest complaints.
16.    Responsible for maintaining an accurate inventory of supplies, vouchers and gift cards and orders supplies as needed.
17.    Travel: Occasional trips to Salt Lake Valley.

Interactions
1.    Direct and continuous contact with guests.
2.    Direct and continuous contact with co-workers, management and other departments.
3.    Must have the ability to interact at any time with guests and other employees in a pleasant manner and maintain good working relationships with others and all departments at Snowbird.

Supervision/Management:
Supervises approximately 10 Desk Clerks and 3 supervisors. Plays an important role in coordinating and contributing to the accuracy and efficiency of the Cliff Lodge Front Desk. Highly involved in the training of new staff and coaching and correcting of current staff.

Education & Experience Requirements
-  High School Diploma or equivalent required.
-  Associates degree in related field. Additional related work experience may be substituted for education.
-  2-4 years of job-specific work experience with demonstrated competence.

Specific Requirements:
-  Must be at least 18 years of age.
-  Experience working with MSWord, Excel, Outlook and SMSHost Preferred.


Skills & Knowledge
Technical:    

This position requires the ability to apply mathematical skills with a high degree of accuracy. Must be proficient in accounting skills and hotel front desk management. The candidate should have a working knowledge of Word, Excel, Outlook, SMS Host, and bookkeeping. Requires the ability to communicate clearly and precisely in a variety of significant situations (such as training, explaining, giving directions, etc.). Requires the ability to communicate in writing on complex or ambiguous subjects. Requires proficient conceptual and/or creative problem-solving skills. May require advanced skills in working with others in situations that have little routine or structure. Constantly communicates with guests. Works closely with Conference Services, Group Sales, Accounting, Central Reservations and other Snowbird Departments. Must have the ability to handle, process, maintain and protect guest personal information, including credit card information, in compliance with all company or department policies and procedures according to PCI rules and requirements. This includes privacy and confidentiality, reporting, storage and disposal of sensitive information.  Will not share or disclose any guest personal or financial information to anyone unless authorized by the guest, manager or company or unless disclosure is permitted within departmental policies and procedures.

Administrative:    
This position requires knowledge and understanding of PCI DSS, including the safe and secure handling and maintenance of personal, financial and credit card information of guests/customers.
Requires problem solving and initiation of less clearly defined job activities. Makes relatively complex decisions regarding resolution of customer complaints. Decisions are made within broad procedural guidelines. The Assistant Front Desk Manager uses discretionary judgment to interpret billing problems and chooses solutions satisfactory to all involved. May require significant input into major decisions affecting the policies and procedures within the Front Desk Operations area.

Working Conditions
Work Schedule:
-  Shifts vary, may be early morning or late evening, weekends, holidays, depending on business levels.
-  Specific Shift: 8:00 am-4:00 pm
Mental:
-  Must be prepared to stay overnight if necessary on occasional times of road closures.
-  May experience unusual stress from continual work with public, winter conditions, snow night requirements and commuting to/from Snowbird.
Physical:
-  Must be able to stand for long periods of time.
-  General office environment with limited physical activity.
-  Work is routine in pleasant, comfortable surroundings. General office conditions prevail.
-  Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.

*All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.