JOB TITLE: Guest Services Supervisor – Fulltime, Year-Round FLSA: Non-Exempt Pay Range: $23.00 - $28.00 DOE

The Employees at One Steamboat Place will lead us in building relationships and exceeding expectations with each and every one of our owners, guests, and staff members. Not only will you be working in the best ski-in location that Steamboat Springs offers but you will also be working with a team-oriented, casual, and focused-on-results workforce.

Summary:

Responsible for providing a variety of supervision and duties related to Guest Services. Front Desk and Guest Services are handled in a friendly, efficient, and professional manner. Able to answer all Owner & Guest questions and concerns. Must have knowledge of Steamboat Springs area and the property. Focuses on building relationships with our Team Members, Owners, Members, and Guests.

Benefits:

• Full-time team members have access to:
Bi-weekly pay checks
• Reimbursement on ski pass / recreation / wellness
• PTO
• 401(k) with company match
• Holiday pay
• Opportunity for gratuities and seasonal holiday bonus
• Medical, Dental, Vision
• Life and AD&D Insurance
• STD, LTD
• EAP (Employee Assistance Plan)
• Local Perks and Benefits

Essential Functions:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Nothing restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Essential duties and responsibilities may include, but are not limited to, the following:

• Be yourself and care genuinely about each interaction you have. Nothing is more important than the moment you are in with each owner/guest.
• Guest Services Supervisor will always use owners/members/guests’ names when meeting, answering questions, making deliveries, greeting, or assisting owners/members/guests in any way.
• Responsible for assisting the Guest Services Manager in maintaining a high quality of services offered to owners and guests.
• Guest Services Supervisor will get to know owners/members/guests’ preferences and be able to accommodate to such.
• Learn and know all policies, protocols, and tasks required of Guest Services department, including but not limited to Front Desk Reception and Night Manager shifts and tasks.
• Responsible in helping the Guest Services Manager train new Guest Services employees for all front desk computer programs, including Opera, Microsoft programs, and ALICE, as well as all front desk procedures.
• Assists Guest Services Manager with monthly meetings and lead meetings when necessary.
• Observe Guest Services Agents and ensure that their duties are completed correctly and efficiently.
• Observe that all Agents are properly dressed, clean, and neat in uniform attire.
• Answer telephones politely with “absolutely” attitude. Understand the telephone system and be able to transfer calls/deal with situations as they arise.
• Must always speak and carry yourself in a professional manner in front of our owners, members, guests, and staff members.
• Assist in making reservations for activities/transportation/dining requests/or owner, member and guest needs if needed.
• Ensure Guest Service Agents are clocking out for designated lunch, and if not, sign waiver.
• Assist in correcting time clock issues for staff when needed.
• Responsible for ensuring all Service Fees are posted on in-house folios and checking the accuracy of billing upon check out.
• Ensure all guests have updated payment information attached to their reservations.
• Perform check in and check out services efficiently.
• Have knowledge of itineraries given to owners and guests for activities.
• Be able to record and log information timely and accurately.
• Update P-drive information for front desk.
• Help in organizing and complete sales of Rodeo Tickets, Winter Carnival Buttons, and other event tickets or merchandise.
• Assist Guest Services Manager in uniform ordering/tracking for Guest Service Agents.
• Responsible for speaking to each guest regarding needs for their departure and ensuring departure notices are sent.
• Be able to communicate efficiently with each department and follow each department’s rules and procedures.
• Use and understand the computer system for concierge reservations, reports, billing, emailing, and activity scheduling.
• Be detail orientated and follow through or complete each task set or started.
• Ensure the cash drawer has small bills available for change and is counted correctly after each shift.
• Ensure the desk is stocked of all necessary items to run efficiently for each shift. Responsible for tracking needs for office supplies such as paper, notepads, pens, envelopes, arrival folders, buck slips, property maps, and spa menus.
• Maintain general cleanliness throughout lobby, back offices, entry way and members’ gathering area (for concierge); vacuum carpets, clean windows, dust, etc. when needed or if housekeeping needs assistance.
• Assist CSA staff as needed with Valet and deliveries and assisting other departments as needed.
• Be trained in the Night Manager and supporting roles and be able to assist in covering when needed.
• Must be able to effectively tour guests through the building and residences, pointing out and explaining amenities, Black Tie, and Truffle Pig.
• Must be able to read fire/emergency panel and remain calm under pressure or in the face of an emergency.

Supportive functions:

• Additional duties throughout building operations as assigned.

Supervisory & Training responsibilities:

• See above Essential Functions

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

• High School Diploma/GED; and at least one (1) year of related guest service, customer service and/or hospitality experience; or equivalent combination of education, training, and experience.

Required Knowledge, Skills, and Abilities:

Knowledge of:

• Prior experience in hospitality industry or equivalent preferred.
• Excellent written and oral communication skills.
• Being proficient with computers and computer related software such as Microsoft Office.
• Ability to learn new software, such as Opera property management system and ALICE Platform
• Excellent customer service skills.
• Learn and understand the telephone system and be able to transfer calls/deal with situations as they arise.

Skilled in:

• In all situations demonstrate Character, Courtesy, Calm, and Charm.
• Ability to learn all varieties of information pertaining to the resort, the area, the activities, and to make smart recommendations.
• Able to motivate, mentor, and assist with performance management of staff members, including corrective action to ensure continually high standards.
• Regular attendance and punctuality in conformance with the standards established by OSP, is essential to the successful performance of this position.
• Good personal hygiene and appearance. A uniform will be provided.
• Ability to multi-task while remaining calm and focused.
• Be versatile, flexible, and willing to work within constantly changing priorities with enthusiasm.
• Strong organizational, problem-solving, and analytical skills.
• Commitment to excellence and high standards.

Able to:

• Communicate clearly and concisely with co-workers, management, owners, members, and guests..
• Learn itineraries given to owners and guests for activities.
• Learn about all other Timbers Resorts Properties, the Reciprocity Program, and the Timbers Collection.
• Learn One Steamboat Place’s different types of owners, guests, and members.
• Understand and follow written and verbal instructions.
• Manage priorities and workflow.

Physical and Mental Abilities:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must frequently lift and/or move up to 10 pounds.
• Must occasionally lift and/or move up to 50 to 75 pounds.
• Must be able to continually sit for period of times at the front desk using computer and phone.
• Must be able to walk and stand throughout 8-hour shift of time to perform duties.
• Continually required to utilize hand and finger dexterity.
• Must be able to grasp, write, use repetitive motion, listen, and hear.
• Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception, and ability to adjust focus.

Work Environment:

• While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.
• Occasionally exposed to outside weather conditions.
• Typical workdays are 8 hour shifts and may be weekends, nights, days, and / or holidays.