Manager On Duty - Front Desk - The Little Nell

Job Description
Summary
The Manager on Duty will ensure smooth operation of the Front Office and direct all activities of the Rooms Division in the absence of Upper management.
Ensures five-star standards are maintained across the guest service areas. The Manager on Duty is a Front Desk based position.
Job Posting Deadline
Applications for this position will be accepted until May 15, 2024.
Essential Job Functions
- Monitors and Coaches five star and five diamond standards in all guest services positions in the Rooms Division (Front Desk, Concierge, PBX, Front Drive, Security and Bell) ensuring the very best customer service for every guest every time.
- Deals with all guest related issues as well as emergency and security situations in all areas of the hotel
- Ensures that, via ALICE, all guest issues/actions/resolution/follow-up are communicated to the Hotel as a whole
- Greet and Escort return guests with over 5 stays and all suite guests on arrival
- Escorts all guests in absence of Bell staff as requested
- Is present and active at the Front Desk and manages Front Desk Agents to ensure responsibilities are upheld
- Monitors Ski Package Bookings in the winter and orders tickets accordingly
- Manages Champagne Inventory and prepares arrival champagne service daily
Is also familiar with basic operating tasks in the following departments:
- Health Center
- Front Drive
- Concierge
- All Food &
Beverage Outlets
- Ski Concierge/ Adventure Center
- The Little Nell Boutique
Assists Front Desk Management, as needed, in the following duties:
- Training of new staff to 5-star 5 diamond standards (PBX and Front Desk)
- Future Room Blocking
- Group Folio Preparation
- Checking of Cashiers Paperwork
- Relieves Concierge and Front Desk for breaks as needed to ensure continuous service
- Provides relief coverage for Night Audit as necessary
- Performs tours of the hotel throughout the evening to monitor employees performance, notices deficiencies, engineering issues and notifies appropriate Division head
Attends the following meetings when on Duty in the absence of Senior Management:
- Rooms Division, Department Head, departmental meetings if applicable Daily Stand Up, Department Head, and Arrival Meetings
- Meets with Group Coordinators to accommodate any needs
- Communicates closely with property wide managers, as applicable, to ensure follow up on any special problems, or guest requests
- Manages room inventory on sold out nights to maximize occupancy.
- Act as the Senior Manager on duty when fire alarms are activated
- Assists the Engineering team as needed
- Call Fire Department or Police Department when the situation is judged to require their assistance
- Is able to assist department managers and supervisors with Worker’s Comp, Incident Reports and General Staff Issues
- Acts without prior authority in all matters concerning the safety, security and well being of hotel guests, patrons and employees in the absence of senior management
Additional Information
- Makes the General Manager and Hotel Manager aware of guest comments and complaints (that require further information than can be given through ALICE Guest Alerts).
- Is knowledgeable about the Fire Panel
- Reports to work in a neatly groomed and acceptable manner as outlined in the employee handbook
- Reports for shift on time
- Able to create electronic hotel keys
- Able to perform CPR
- Complies with all policies and procedures for the Front Office Department, The Little Nell and the Aspen Skiing Company
- Is familiar with hotel and fire safety procedures
- Assists in emergency and security procedures as directed by management
- Completes tasks and projects delegated by their manager and assists other departments as business volumes and staff levels demand