Front Office Manager

Vail Resorts · United States

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

• 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

• Starting Wage: $57,784.00 - $81,225.00 + Annual bonus
• Employment Type: Year Round
• Shift Type: Full Time
• Minimum Age: At least 18 years of age
• Housing Availability: Yes

• Develop standard operating procedures (SOPs) for front desk, guest services, Valet/Bell and concierge.
• Select and implement front office software systems (PMS, POS, CRM).
• Design front office layout and ensure ergonomic, guest-friendly setup.

• Recruit, interview, and onboard front office team members.
• Conduct training programs on hospitality standards, systems, and brand values.
• Cross train staff for flexibility across roles

• Establish cash handling, check-in/check-out, and guest privacy policies.
• Ensure compliance with local laws, safety regulations, and brand standards.
• Set up master key control and security protocols.

• Ensure guest service standards are consistently applied and that all hotel and departmental policies are followed.
• Proactively anticipate guest needs, coordinating with other departments to exceed expectations.
• Manage departmental budgets, forecasts, and financial accuracy, including billing, bag drops, petty cash, gratuities, and upgrades.
• Respond quickly and appropriately to guest concerns to ensure satisfaction, monitoring guest feedback platforms (e.g., Medallia)
• Oversee VIP services, solicit guest feedback, and ensure all guest inquiries and calls are addressed within 24 hours.
• Provide leadership, coordination, and evaluation for all front office departments.
• Facilitate quarterly departmental meetings and represent Front Office in pre-conference meetings, management trainee sessions, and hotel leadership meetings.
• Prepare and submit accurate management reports in a timely manner.
• Organize weekly schedules for the Front Office team based on business levels, groups, and operational needs.
• Lead and support on-the-job and ongoing training, ensuring team development and recognition of internal talent.
• Hire, coach, and hold team members accountable through consistent feedback, training, and progressive discipline.
• Maintain professional appearance, demeanor, and ethics when interacting with guests and staff.
• Support employee engagement, goal setting, and growth opportunities through open dialogue.
• Monitor and approve payroll for front office departments.
• Ensure safety practices and emergency procedures are consistently followed by staff and guests.
• Build strong working relationships with other department leaders to ensure collaboration and communication.
• Promote sustainability by supporting Vail Resorts’ Journey to Net Zero initiatives.
• Empower associates to deliver excellent service, encourage continuous improvement, and ensure clear understanding of expectations.
• Perform additional tasks and projects as assigned.

• High school diploma required; college degree or equivalent experience, preferred.
• Minimum two years of hospitality experience in a property of similar size and quality, preferred.
• Experience across multiple departments (Front Office, Housekeeping, Concierge, F&B), preferred.
• Proficiency with Microsoft Office (Excel, Word, Outlook), required.
• Ability to read, comprehend, and present detailed information in English, both verbally and in writing, required.
• Strong organizational skills and attention to detail, required.
• Ability to stand for up to 8 hours, bend, and lift over 20 pounds, required.
• Ability to work safely with hazardous/caustic cleaning chemicals, required.
• Flexible schedule including evenings, weekends, and holidays, required.
• Ability to perform well under pressure, required.
• Proficiency with OPERA Hotel Management System, preferred.
• Bilingual in Spanish, preferred.