Breckenridge Grand Vacations
  • Gold Point Front Desk
  • Breckenridge, CO, USA
  • $14.00
  • Hourly
  • Full Time

Full Time Benefits Package


Job Title:                      Front Desk Associate   

Division/Dept:              Gold Point Resort Operations / Front Desk Guest Services

Reports To:                  Gold Point Resort General Manager

FLSA Status:                Non-Exempt Hourly Position

WC Code:                     9012

EEO Code:                   Administrative Support

SUMMARY:  This position provides front line customer service to Resort Owners and Guests and is responsible for front desk tasks such as registering guests, responding to phone inquiries, assisting with guest requests, changing room assignments and upholding Resort policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Included but not limited to: 

Greet guests; register and assign rooms and assist with all inquiries pertaining to Resort services, registration, shopping, dining, entertainment and travel directions.

Make courtesy and confirmation calls to Guests and Owners prior to their arrival date.

Check the notes in the owner file, prior to calling, to become familiar with any special circumstances or preferences. 

Verify accuracy of guest room folios and make necessary corrections. 

Confirm any special requests.

Make any necessary notes.

Be completely knowledgeable and capable of making all types of reservations for guests and owners and assist them in making reservations whenever possible rather than sending guests to the Reservations department

Enter housekeeping and maintenance tasks into Company software; notify staff as necessary so customer requests are addressed.

Assist with outside property upkeep and perform tasks such as trash removal in the parking lot, shoveling and applying ice melt to the walkways, sweeping entrance areas and maintaining the overall appearance of the exterior of the property.

Assist with booking property and update tours.

Maintain complete understanding of all software and phone systems pertaining to reservations and front desk operations in order to respond to guest and owner inquiries regarding reservations, use of ownership and tour scheduling.

Inform Guests and Owners of important information about the Gold Point Resort and ensure they visit the concierge desk.

Adhere to strict protocol when interacting with guests and owners and do not communicate company business with them. 

Track and manage admission coupons to the Breckenridge Recreation Center following policies for proper distribution and requisition of additional coupons.

Enforce Resort policies as needed and follow Resort protocol.

Maintain and manage various projects. 

Be proactive in the design and implementation of systems to complete the project. 

Take the initiative to make the project successful. 

Submit monthly measureable results.

Coordinate with Marketing and Sales on their needs in an effort to be sensitive to the timeshare sales process.

Provide linen exchange service at the front desk.

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 guests, owners, co-workers and vendors to satisfy their front desk related requests, always being helpful and courteous. 

Wear proper uniform and name badge and adhere to Company appearance standards at all times.

Attend and participate in training sessions and department staff meetings.

MARGINAL DUTIES:  Functions that are not considered essential to the job: 

Maintain cross-training knowledge between front desk and activities, assisting with activity requests as needed.

Perform other duties as assigned.

Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating 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:  Take initiative and perform tasks without being asked * Pay attention to detail and demonstrate accuracy and thoroughness * Give and receive feedback and ask for clarification when necessary * Treat people with respect and consideration * Approach others in a tactful manner * Remain calm and empathetic in situations that can be challenging with owners and guests * Support the team's effort to succeed by giving and receiving feedback, building morale and contributing a positive team spirit * Strive to build knowledge and skills, sharing expertise with others * Stay informed on the company, home property, ski resort and town developments and communicate to others when necessary * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.

EDUCATION/EXPERIENCE:  One year certificate from college or technical school, three to six months related experience and/or training or equivalent combination of education and experience.  Successfully complete Skills Test Level 2 at 8 - 12 months from hire. 

COMPUTER EXPERIENCE:  Intermediate understanding of Microsoft Office programs (Outlook, Word, Excel) with a minimum of one year experience.  Ability to type by touch, operate a personal computer and accurately record time worked in the correct department using the Company time keeping system.  Ability to operate basic office equipment such as a copier, fax, scanner, phone and calculator.  Must be comfortable with search engines and performing research on the internet. 

LANGUAGE ABILITY:  Ability to speak, read, write and interpret in English any simple instructions, short correspondence and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

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

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.

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 over 2/3 of the time.

Reach with arms and hands; perform repetitive motions of the arms, wrists, hands and fingers; use hands and fingers to handle, feel and grasp over 2/3 of the time.

Speak and listen to co-workers and guests in person and over the telephone over 2/3 of the time.

Walk between 1/3 and 2/3 of the time.

Sit and work at a computer terminal and on a keyboard between 1/3 and 2/3 of the time.

Push against something, with steady 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 sustained motion between 1/3 and 2/3 of the time.

Stoop, kneel, crouch, crawl, climb or balance under 1/3 of the time.

Lift between 10 25 pounds between 1/3 and 2/3 of the time.

Lift between 50 100 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.

Moving mechanical parts and moving vehicles under 1/3 of the time.

Fumes, airborne particles, toxic or caustic chemicals and vibrations under 1/3 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.

Close quarters, crawl spaces, small enclosed rooms and other areas that could cause claustrophobia under 1/3 of the time.

Pets and pet dander in and around the pet friendly resort.

Moderate noise.

 

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