Breckenridge Grand Vacations
  • Grand Timber Lodge Front Desk
  • Breckenridge, CO, USA
  • $15-$17, DOE
  • Hourly
  • Full Time

Full Time Benefits Package

Job Title:  Front Desk Supervisor
Division / Dept:  Grand Timber Lodge / Guest Services
Reports To:  Guest Services Manager
FLSA Status:  Non-Exempt – Hourly Position
WC Code:  9012
EEO Code:  Administrative Support

SUMMARY: This position assists the Guest Services Manager with the daily operations at the Grand Timber Lodge front desk. In addition to performing all the duties of a Senior Front Desk Associate this position also assists the Guest Services Manager with the supervision, training and development of the front desk staff.  

• Perform all the duties of a Senior Front Desk Associate.
• Assist the Guest Services Manager with the supervision, training and development of the front desk staff following the Results Leadership operating procedures.
• Provide staff training and ensure training is thorough and occurring on a regular basis.
• Maintain and update procedures regularly with up to date practices.
• Delegate, supervise and check the work of the front desk staff.
• Work with staff to resolve problems and address any requests and inquiries that may arise.
• Respond to staff questions pertaining to resort policies and services.
• Establish, communicate and reinforce policies, procedures and Company standards with the front desk staff.
• Delegate daily, weekly and monthly projects to front desk staff and observe and measure performance.
• Keep the Guest Services Manager informed of any guest or staff issues; keep accurate records of all staff performance issues; provide input for annual employee evaluations.
• Organize team activities for staff to build morale and engage team members.
• Assist with administrative duties such processing invoices and ordering supplies.
• Uphold Hospitality Standards, Company Core Standards and Department Core Standards and observe Company policies and procedures.
• Be the "End of the Line" and resolve every situation inherited, not passing it along, whenever possible.
• Follow up on any situation that is not fully resolved at the time of the initial request always giving consideration to what the guest or owner deems appropriate.
• Respond promptly to all email and voicemail correspondence.
• Maintain a positive working relationship with all contacts, always being helpful and courteous.
• Wear proper attire and name badge and adhere to Company appearance standards at all times.
• Attend, support, develop and/or conduct company training sessions and department meetings; attend outside training sessions as needed; assist with the organization of staff "SPIF's" and one "Listening Session" each year.

MARGINAL DUTIES: Functions that are not considered essential to the job:
• Perform other duties as assigned.
• Perform routine leadership tasks, as the supervisor on duty, and refer any extraordinary situations to the Resort Assistant General Manager or Resort General Manager in the absence of the Guest Services Manager.
• Perform all the duties of a night auditor and activities coordinator as needed.
• Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participate in the Company's sustainability initiatives.

QUALIFICATIONS: To perform this job successfully this position must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

COMPETENCIES / SKILLS / ATTRIBUTES: To perform the job successfully an individual should possess the following competencies, skills and attributes: Effectively multitask, guide and supervise multiple people, personalities, projects and tasks * Supervise others with consistency * Develop, coordinate and clearly communicate training * Exhibit vision, confidence, passion and optimism in self and cultivate in others to inspire respect and trust * Set example for staff on how to create, maintain and evolve a high level of customer service * Provide exceptional customer service and anticipate needs * Be empowered to make grand vacations * Treat people with respect and consideration * Approach others in a tactful manner * Demonstrate effective listening skills * Manage difficult or emotional situations while remaining calm and empathetic * Communicate clearly and persuasively in positive or negative situations * Maintain expert knowledge and understanding of all computer programs and job knowledge applicable to the position * Stay informed on the company, home property, ski resort and town developments and communicate to others when necessary * Strive to develop skills, sharing expertise with others * Give appropriate performance feedback and recognition of staff * Be available to staff * Support the team's effort to succeed by giving and welcoming feedback, building morale and contributing to a positive team spirit * Develop and communicate change effectively while monitoring transition and evaluating results * Pay attention to detail and demonstrate accuracy and thoroughness * Take initiative and perform tasks without being asked * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.

EDUCATION / EXPERIENCE: Bachelor's degree from a four-year college or university, one to two years related experience or combination of education and experience.

COMPUTER EXPERIENCE: Ability to operate office equipment (copier, fax, scanner, phone and calculator). Intermediate knowledge of Microsoft Office programs (Outlook, Word, Excel) with a minimum one year use of these programs. Must be comfortable with search engines and navigating the internet. Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system. Must be proficient with the company timeshare software program with six to twelve months experience using this program.

LANGUAGE ABILITY: Ability to speak, read, write and interpret in English. Ability to read and interpret business correspondence, instructions, memos, procedures, reports, rules and schedules. Ability to write business correspondence and procedures. Ability to speak effectively and present information to guests, owners, outside vendors, other employees of the organization and the general public.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute commissions, discounts, rates and percentages.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to define problems, collect data, establish facts and draw valid conclusions.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Stand at the front desk work stations over 2/3 of the time.
• Speak and listen to guests, owners, co-workers and vendors over the telephone and in person over 2/3 of the time.
• Perform repetitive motions of the arms, elbows, wrists, hands and fingers; use hands and fingers to handle, feel or grasp; reach with hands or arms over 2/3 of the time.
• Walk between 1/3 and 2/3 of the time.
• Sit, stoop, kneel, crouch, crawl, climb or balance under 1/3 of the time.
• Push against something with force, using upper extremities, to thrust forward, downward or outward under 1/3 of the time
• Pull using upper extremities to exert force to draw, haul or tug objects in a sustained motion under 1/3 of the time.
• Lift between 10 and 25 pounds between 1/3 and 2/3 of the time.
• Lift between 50 and 100 pounds under 1/3 of the time.
• Requires close, distance, color and peripheral vision, close visual acuity and depth perception.

WORK ENVIRONMENT: The environmental conditions the employee will have exposure to:
• Office or administrative environment, not substantially exposed to adverse environmental conditions over 2/3 of the time.
• Close quarters that could cause claustrophobia between 1/3 and 2/3 of the time.
• Outdoor weather conditions such as sun, ice, snow, wind, dust, rain and humidity under 1/3 of the time.
• Extreme cold, below 32 degrees, for periods of more than 1 hour under 1/3 of the time.
• Moving mechanical parts, moving vehicles, fumes or airborne particles under 1/3 of the time.
• Pets and pet dander when in contact with pet friendly locations around the company; occasional service animals.
• Moderate noise.

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