Assistant Front Desk & Guest Services Manager

Job Title: Assistant Front Desk & Guest Services Manager

Direct Report: Front Desk & Guest Services Manager

Department: Lodging & Guest Services

Type: Fulltime Year-round

Wage: $65,000 - $72,0000

Benefits: Healthcare | Dental | Vision | PTO (Paid Time Off) | HSA (Health Savings Account) Match | 401k Match | On hill Perks for employees and their families

To apply for this position please send your resume to Caitlin@midwestfamilyskiresorts.com

Company Overview:

Lutsen Mountains is a part of Midwest Family Ski Resorts, a multi-generational family-owned and operated mountain resort with 3 of the oldest and largest resorts in Minnesota, Wisconsin, and Michigan. Our company culture reflects family-focused values due to our family ownership, our management team, and our guests, who are primarily Midwest families. We rely on team members who are excited about taking ownership of their role, adapting to change, and working collaboratively with our family of team members. 

 

Role Overview:

Lutsen Mountains is searching for a detail-oriented, organized, and professional individual to join our team as the Assistant Front Desk & Guest Services Manager to aid in overseeing and coordinating the duties and procedures of the front desk at Eagle Ridge & Superior Ridge Resort, and Ticket Sales teams.  

As part of the management team, the Assistant Front Desk & Guest Services Manager will be someone who strives to provide the highest level of guest experience. This role is responsible for creating and maintaining a pleasant work environment, ensuring elevated levels of organizational effectiveness, communication, teamwork, and guest service.  

 

Responsibilities:  

Supervisory 

  • Assist in the management of operations for the Front Desk for Eagle Ridge and Superior Ridge and ticket sales team. 
  • Handle scheduling and timesheet approvals as directed by the manager. 
  • Work with the Front Desk & Guest Services Manager to implement necessary training/coaching on products and POS systems, weekly scheduling, informational support, guidance, and motivation to staff. 

Operations 

  • Work alongside the front desk,and ticket sales teams performing the same duties daily. Fill in for absent employees as needed. 
  • Assist in directing department objectives and workflow - analyze workflow issues and work with the manager to implement solutions. 
  • Establish a positive environment for profit, productivity, and teamwork in the workplace. 
  • Ensure adherence to quality standards of guest services. 
  • Maintain superior knowledge of all resort products and support Lutsen Mountains sales goals. 
  • Maintain a strong working knowledge of all POS systems (Siriusware and E-Commerce platforms). Troubleshoot issues with the POS and communicate with management. 
  • Work with staff to ensure the guests’ needs are being matched with an appropriate resort product while being mindful of the resort's sales goals. 
  • Communicate and work with all resort departments in resolving guest issues and assisting in sales training efforts. 
  • Supervise the efficient use of location supplies and maintenance of equipment. 
  • Act as liaison with other departments and deploy ticket sellers to assist if needed and/or appropriate in another department. 
  • De-escalate customer concerns/complaints. 
  • Act as a role model for all employees by continuously exhibiting an elevated level of service and attention to detail in all tasks. 
  • Coordinate group sales and ensure communication of incoming groups is clear to the whole team. 
  • Acting evening MOD when onsite 
  • Assist with employee housing assignments 
  • Work with housekeeping for employee housing move out checks 
  • Other duties as assigned 

Event Coordination 

  • Coordinate with MFSR (Midwest Family Ski Resorts) Wedding Sales Specialist for transition of clients to discuss their wedding vision and preferences.  
  • Coordinate and oversee all wedding day activities, including setup, vendor arrivals, ceremony, reception, catering, and teardown. 
  • Work with Food & Beverage to ensure we are staffed correctly for catering and all selected food and drink items are ordered and prepared.  
  • Work with Marketing & Sales to ensure we are sold out for the off-season with weddings and added events that require building rentals.  
  • Provide input and feedback on pricing based on observations for wedding pacing and interactions with clients.  
  • Look for new revenue opportunities that meets the company’s cost to sales margin target (can work with Controller or CFO (Chief Financial Officer) to help analyze full picture of estimated costs and revenue) and provide a written operational proposal for approval.  
  • Provide regular updates to the Marketing & Sales team on how weddings, events, tours, etc. are going to ensure effective communication within the team. 
  • Handle coordination of in-season events.  

Qualifications:

  • Proven experience in customer service-oriented supervisory or management role
  • Bachelor's degree in hospitality or similar is preferred.
  • A minimum of 2 years of experience as a front desk manager or similar role.
  • Proficiency in MS Office (MS Excel and MS Outlook, in particular)
  • Familiarity with scheduling tools such as WIW (When I Work) or similar
  • Proficient in hotel front desk software such as RDP (Resort Data Processing) is preferred.
  • Good understanding of procedures and practices in the hospitality industry.
  • Experience with Siriusware or equivalent software preferred
  • Excellent time management skills and ability to multi-task and prioritize work
  • Attention to detail and problem-solving skills
  • Excellent written and verbal communication skills
  • Strong organizational and planning skills in a fast-paced environment
  • Good leadership and training abilities.
  • A creative mind with the ability to suggest improvements
  • High School degree; additional qualification as an administrative assistant or Secretary will be a plus

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business, availability on peak holiday timeframes and weekends is required.

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