Winter Park Resort Zephyr Mountain Lodge Front Desk Manager

Company Name: Winter Park Resort

The Front Office Manager plays a critical role in the Winter Park Resort Lodging and Property Management Division (WPRL). They are directly responsible for all aspects of the Front Office operation including check-in and check-out of lodging owners/guests, all phone operations, night audits, responding to all owner/guest service requests, the front desk, bell staff, and transportation operations. They create, maintain, and organize all Front Office Training and Standard Operating Procedures.

The Front Office Manager will hire, train, supervise, coach, and correct the front desk team in conjunction with the Front Office Supervisor and Lodging Operations Manager; to build a skilled team whose duties are vital to the successful and fiscally responsible operation of the Lodging Division.

They must work closely and effectively with housekeeping, maintenance, and homeowner relations departments to ensure good communication and follow-through. They must be able to handle a fast-paced and dynamic work environment. Responsible for departmental budget, with ongoing attention to revenue, labor and expense detail.


• Interview, train, lead, coach, and correct a team of Core, Regular, Seasonal and Part Time Front Desk Staff in conjunction with the Front Office Supervisor and Lodging Operations Manager to ensure the employees have to the skills, tools, and knowledge required to perform their job at the highest level while remaining engaged.
• The Front Office Manager is responsible for a team of up to 20 people - Front Office Supervisor, Front Desk Agents, and Bellman/Drivers.
• Responsible for overseeing the Front Desk operation during day-time hours which is the go-to location for lodging guests or owners requiring assistance. Includes providing exemplary guest service skills during owner/guest check-in/check-out; answering all incoming PBX calls; managing lock-outs; making new/altering reservations as required; responding to owner/guest service requests as needed. Strives to know all the answers or knows where to find them.
• Manages the Front Desk schedule to ensure consistency and adequate coverage for all shifts with consideration for the staff requests.
• Manage J.I.T. purchasing via JDE order system, maintain inventory systems, and follow ordering/receiving procedures.
• Manage a safe employee and guest environment and ensure required safety meetings and updates are delivered.
• Uses the HotSOS work order system to log all owner/guest requests received and completed or to dispatch appropriate team members.
• Acts as a coordinator and communications liaison with owners, guests, resort security, resort senior management, and emergency services depending on the situation. Follows all emergency procedures and initiates communication via calling tree as necessary.
• Responsible for establishing all Front Desk procedures in conjunction with the Lodging Operations Manager while continuously seeking new ways to improve the current processes.
• Creates and maintains detailed, high quality and accurate Standard Operating Procedures (S.O.P.s) for all Front Desk lodging operations.
• Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly.
• Performs HotSOS (lodging work order/dispatch system) audit to ensure all priority guest/owner requests have been responded to. Performs gap analysis and issues alerts to pertinent departments if necessary.
• Ensures all “whoses” from the day (creating new guest tiles and inputting appropriate data) are completed when new guest information is captured.
• Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies .
• Ensures proper and timely communication with housekeeping regarding owner/guest special requests, early check-ins, late check-outs, and room moves.
• Ensures proper assembly of pre-registration packages (and any other special arrival packages).
• Acts as a liaison between guests and other departments. Records all requests in HotSOS and ensures each request is handled in a timely manner.
• Manages the organization of transportation: scheduling, Amtrak requests, maintain gas logs and vehicle maintenance, and acts as a liaison between guests and drivers.
• Works with the Front Office Supervisor to hold the front desk staff accountable for reconciling petty cash/change box daily.
• Stays current and updates FD staff with lodging, general resort and local area information to be able to provide accurate information and/or assistance in response to owner and guest requests.
• Ensures that all incoming and outgoing phone calls (internal & external) are answered/made in a courteous, professional, and expeditious manner.
• Is responsible for the FD staff following the established uniform and appearance policies and taking corrective action if necessary.
• Works closely with the Front Office Supervisor and Night Audit Lead, to assure continuity of service, procedures and employee experience regardless of season, day of week or time of shift. Performs a formal hand-off from assigned shift to the next shifts Lead, to ensure the next shift has awareness and is fully updated on any issues occurring prior, as well as any specific follow-up actions which need to be taken.
• Establish and maintain a positive and mutually beneficial relationship with homeowners
• Deliver outstanding service to our homeowners, strategic partners, and co-workers.
• This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.



• College degree or equivalent experience required.
• Strong and demonstrable working knowledge of Microsoft Office programs (Excel, Word, and Outlook) and computer skills required. Working knowledge of HotSOS, JDE, or Springer-Miller System (SMS) highly desirable.
• CPR/AED certification required (training will be provided).


• Minimum of 5 years working in the hotel, lodging, resort or hospitality industries (in a guest service, front desk or accounting function) or call center environment required.
• Strong financial knowledge and general accounting skills required (including budgeting, business planning, creating forecast and variance reports).
• Valid Colorado Driver’s License and clean motor vehicle record required.
• Strong demonstrable communication skills (written and verbal); able and comfortable to present to large groups.
• Experience acting as the initial lead for owner/guest safety (including clearly communicating accurate information, directing guests/owners to assembly points should evacuation be necessary and following formal procedures) during emergency situations preferred. ICS certification desirable.
• Strong demonstrable Supervisory skills.
• Strong demonstrable communication skills (written and verbal); able and comfortable to present to large groups.


• Is honest and demonstrates integrity
• Absolutely reliability.
• Personal accountability.
• Follows established resort policies and procedures
• Is able to manage confidential information
• Reports to work exhibiting a professional appearance within defined guidelines
• Is supportive of resort mission and core values
• Sets a positive attitude for others to follow
• Is comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisions
• Has an eye for detail.
• Is organized and capable of performing multiple tasks
• Is trustworthy and self-directed in work tasks
• Sees projects through to completion including follow-ups on any identified issues or long-term concerns
• Is able to handle a fast-paced working environment
• Is flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needs
• Prioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work.
• Every guest encountered will be acknowledged, thanked and invited back
• At the end of the day, you will know you had a positive impact on our guests
• Employee will strive to exceed guest’s expectations
• Fulfills all owner and guest requests in a timely and professional manner.
• Has strong knowledge of the resort/department, products, services, has experienced many of those products and services.
• Listens carefully to owner and guest needs and expectations
• Anticipates & quickly responds to all owner & guest needs and potential concerns
• Communicates will all vendors in a professional manner at all times.




• This position is required to work evenings, weekends and holidays when necessary.
• Able to lift, carry, or otherwise move and position a minimum of 30 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions


This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

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