Director of Front Office - The Hythe - Marriott Luxury Collection

Create Your Experience of a Lifetime!

Come work and play in the mountains!  Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).
 

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons 
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan 
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
   

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Job Summary:

Responsible for all front office functions and staff. Areas of responsibility include Bell/Valet/Door Staff, Switchboard/PBX Operations, Guest Services/Front Desk, Concierge and other areas, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival, departure procedures and being the destination authority for all guests. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Job Specifications:

• Shift & Schedule Availability: Full Time / Year Round
• Expected Pay Range: $59,100 - $79,530 + annual bonus
• Outlet:  The Hythe - Marriott Luxury Collection
• Location: Vail, CO

Job Responsibilities:

• Leading the Guest Services team and driving GXP adoption throughout the property.
• Will represent the Front office on the property Senior Leadership Team
• Interpersonal and communication skills utilized to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
• Looking for a hands on leader to build trust, respect and cooperation among the team and guests, serving as a role model to demonstrate appropriate behavior.
• Manage all day to day operations, supervising all employees, and understanding employee positions well enough to perform duties in employees absence.
• Establish and maintain open, collaborative relations with employees and ensure employees do the same with the team.
• Ensure recognition programs are in place and maintained; celebrating successes and publicly recognizing contributions of team members.
• Communicate performance expectations in accordance with job descriptions for each position and monitor progress, holding team members accountable.
• Maintaining Guest Services and Front Desk Goals
• Achieve and exceed goals including performance, budget and team goals.
• Develop specific goals and plans to prioritize, organize and accomplish work; keeping front office team focused on critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts daily department meetings and appropriately timed departmental meetings to continuously communicate clear and consistent messages.
• Review staff levels to right size and re-focus business, to appropriately meet needs of guests and operational needs while managing financial goals.
• Manage departmental controllable expenses including maintaining checkbook.
• Ensure compliance will all Brand Standards and meet and exceed Brand Standard Audit Goals for the Luxury Collection.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating procedures (SOP and LSOP’s) and support the Peer Review Process. (Vail Resorts and Luxury Collection requirements)
• Provide services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, provide guidance, feedback, and individual coaching as needed.
• Acts as the “service champion” for the front office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Strive to improve service performance including ITR (intent to recommend through Medallia), responding to all guest issues as required.
• Empower employees to provide excellent customer service, however available and approachable for all guest escalation.
• Manage and conduct human resource activities including but not limited to; coaching, mentoring, guiding employees, time and labor, scheduling, solicit employee feedback with “open door policy”, interviewing, hiring, terminating, ensuring employees are treated fairly and equitably.
• Provide information to leaders, co-workers, and subordinates by telephone, in written form, email, Microsoft teams or in person as needed.
• Other duties as assigned.

Job Qualifications:

• HS diploma required, College degree preferred or equivalent experience - required.
• Two Years of hospitality experience in a property of similar size and quality - preferred.
• Multi-department experience (entry or leadership roles) (eg. Housekeeping, front office, Concierge, F&B) – preferred
• Microsoft office (excel, word, outlook etc)
• PMS experience including Lightspeed - preferred
• Ability to read and comprehend complex correspondence in English
• Ability to effectively present details information both verbally and written forms to guests, fellow leaders, team members throughout organization in English
• Bi-lingual; Spanish – preferred
• Stand for extended periods, up to 8 hours while consistently bending and lifting.
• Flexible schedule including evenings, weekends, and holidays
• Attention to detail 
• Ability to lift more than 20 pounds
• Ability to perform well under pressure 
• Problem solving and agility required

The expected pay range is $59,100 - $79,530 + annual bonus. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID  501029
Reference Date: 03/25/2024 
Job Code Function: Front Office