• Assistant Front Office Manager

    Job Locations US-MA-Lenox
    Job ID
    Guest Services
    Full Time
  • Overview

    Canyon Ranch® has been a trailblazer and an industry-leading proponent of the wellness lifestyle and real estate living for nearly 40 years, operating the world's most celebrated collection of life-enhancement properties. Canyon Ranch has wellness destinations in Tucson, Arizona and Lenox, Massachusetts. In addition, Canyon Ranch operates the world’s largest day spa at The Venetian® & The Palazzo® hotels in Las Vegas, Nevada and 22 Canyon Ranch at Sea® wellness facilities across four luxury cruise lines: Cunard Cruise Line, Oceania® Cruises, Regent Seven Seas Cruises®, and on Celebrity Cruises®. Canyon Ranch is a 13-time winner of Travel + Leisure's Best Spa Award, an 11-time recipient of the Condé Nast Traveler Best Destination Spa Award, is honored by Town & Country as one of the ‘Best Luxury Spas in the World’ in their 2017 Spa Awards and is recognized as the ‘Best Wellness Program’ by Virtuoso’s ‘Best of the Best’ 2017 awards.


    Provides “critical eye” perspective to Hotel areas (i.e. cleanliness, repairs, supplies etc.). Maintains a strong partnership with the Facilities Department to ensure strong communication of problems and timely repairs. Monitors and ensures proper and regular maintenance of guest areas in and around the front office, port-a-cashier areas. Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to appropriate personnel as needed and ensures area safe from hazards for staff and guests.


    Manages payroll and operating expense budget controls for all staff members under direct supervision. Ensures that payroll, time sheets and Genesis corrections, staff scheduling and staff member payroll issues concerning the front office areas are processed in a timely manner.


    Ensures all guest requests are accommodated expediently and courteously. Trouble-shoots and resolves guest problems or complaints and directs and approves the resolution of guest problems or complaints as needed. May require changing staff schedules or giving services/products to guests. Informs the other managers of any unresolved incidents or issues that occurred during shift. Maintains guest visibility and available on the floor ensure that staff support guests as necessary.


    Manages all aspects of the guest services, PBX and night audit areas. Maintains a professional leadership style and mentors all levels of staff. Responsible for the selection, on-boarding, training, counseling and termination of all staff under direct supervision. Responsible for timely completion of performance reviews, counseling and training of all staff responsible for supervising. Ensures all staff follows proper daily procedures and supports department and staff with all guest related activities focusing staff on guest engagement. Adjusts availability of staff when needed, due to house counts, illness, vacations, etc. and assumes any line level role as staffing levels dictate.


    1 year of supervisory experience in related field is preferred


    1-2 years experience in related field is required


    1 - 2 years hospitality experience (hotel, resort or destination spa) is required


    Valid in-state driver's license with an acceptable driving record is required


    Current CPR/AED Certification required within 6 months of hire.


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