Job description
Live Your Passion. Add Your Magic.
At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.
Summary:
The Front Office Manager is responsible for the overall support and management of the day-to-day operations of the rooms division; inclusive of Front Office, Concierge, Bell & Door and Housekeeping. This role will collaborate, partner, and support the Director of Rooms on all operational functions, programs, assignments and hotel activities as deemed necessary to support the business. This individual will be provided with a complete overview of the rooms division, facilitated through a rotation between the front of house and back of house operation. The Front Office Manager will be a business partner responsible for supporting the company's goals, objectives, vision, mission, and values.
Front of House Responsibilities:
- Direct and control the activities of the Guest Experience, Concierge, Bell/Door to ensure adherence to Montage standards, policies and procedures.
- Review and analyze guest engagement scores and trends in Revinate.
- Responsible for profile accuracy with the aim of creating a personalized experience for each of our guests.
- Perform daily stand up and run meetings for Front of House departments. Ensure team are familiar with all guest rooms, spa, dinning and selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow up on all special guest requests.
- The incumbent must be an ambassador or our Montage International values and culture. Present a great sense of integrity and conveying to the guest a sense of knowledge and assurance.
- Review daily activity, inclusive of but not limited to arrivals, departure, guests in house itineraries and restaurant reservations with the aim of delivering on all guest's expectations.
- Ensure all Front of House associates maintain a balanced bank and to reconcile all transactions at the close of their shift and to cash out.
- Review daily activity, inclusive of but not limited to arrivals, departure, guests in house itineraries and restaurant reservations with the aim of delivering on all guests expectations.
- Satisfy all reasonable guests’ services requests with the upmost levels of confidentiality and discretion.
- Responsible for creating an engaging and collaborative culture with our front of house associates.
- Responsible for recruiting and onboarding all new front of house associates.
- Responsible for creating a learning environment and for providing corrective coaching to all front of house associates.
- Review, analyze and take action on all day-to-day Manager Logs and offer same day resolutions.
- Complete all payroll records and ensure payroll accuracy and proper labor management.
- Manage and satisfy front of house supplies and long-term storage.
- Supervises and assists as needed with the answering and directing of phone calls, pages, radio requests and faxes, wake up calls, in an efficient manner.
- Perform tasks for Guest Recognition and ensure proper training and usage throughout each department.
- Nurtures a collaborative and encouraging working environment with all other departments and associates.
- Back of House Responsibilities:
- Directly responsible for MOD coverage during Director of Rooms absence.
- Manage room inventory, room status and allocate labor to meet all operational needs.
- Ensure the Rooms associates are performing at optimum levels by ensuring proper credit assignment and by ensuring the proper equipment and supplies are always provided.
- Effectively train all Floor Supervisors on proper Montage Standards.
- Prepare daily rooms report noting and highlighting any discrepancies imperative for the operation to note.
- Responsible for the cleanliness of the Food and Beverage public area outlets.
- Must identify and report property maintenance conditions and create work orders for all required repairs.
- Responsible for inspecting guest floors daily, inspect suites and, ensure room condition for all arrivals and audit occupied and check-out rooms daily.
- Support the Director of Rooms with creating engaging, fair and consistent protocols for the associates.
- Collaborate with the Front of House team to ensure show rooms ready for all site visits.
- Must fully understand room categories, room set ups, design, color schemes and room differentiators.
- Must support the Director of Rooms with all associate meetings, training sessions and recognition events.
- The tasks and responsibilities outlined are not all limiting but mere an overview.
- Qualifications and Skills:
- 1+ years of previous Rooms Division management experience is required.
- Experience in a luxury hotel and/or resort required
- Front Office and/or Housekeeping Management experience highly preferred
- Knowledge of Big Sky market is desirable.
- Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities reports etc.)
- Ability to multi-task in a high volume and fast paced environment
- Strong communication and interpersonal skills
PHYSICAL REQUIREMENTS
Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length. Must be able to lift up to 15 lbs. on a regular and continuing basis. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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