Breckenridge Grand Vacations
  • Breck Inn
  • Breckenridge, CO, USA
  • $14
  • Hourly
  • Full Time

Full Time Benefits Package

Job Title:  Front Desk Agent     

Division/Dept:  BI Resort Operations / Guest Services

Reports To:  Breck Inn General Manager

FLSA Status:  Non-Exempt

WC Code:  7380

EEO Code:  Operatives

SUMMARY:  This position provides front line customer service to the guests at the Breck Inn and the BGV owned condos at Beaver Run Resort.  Responsibilities include checking guests in and out, changing room assignments as needed, responding to phone inquiries, assisting guests with their requests and providing recommendations and information.  Additionally, this position also assists with tasks relating to laundry, food service, housekeeping, maintenance and shuttle service.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Included but not limited to:  

  • Greet, register and assign rooms to guests. Assist guests with checking out.
  • Assist guests with all inquiries pertaining to resort services, registration, shopping, dining, entertainment and travel directions.
  • Inform guests of important information regarding the Breck Inn and BGV owned condos at the Beaver Run Resort.
  • Respond to guest inquiries regarding reservations, use of ownership and tour scheduling.
  • Verify accuracy of guest room folios and make necessary corrections.
  • Greet guests when working. Smile and always be the first to say hello.
  • Respond to all suggestions and complaints and resolve problems as they arise.
  • Create and manage the daily housekeeping work lists. Ensure work is evenly divided amongst housekeepers. 
  • Drive guests staying at the Breck Inn around the town of Breckenridge following safe and proper driving standards.
  • Assist riders with luggage and sporting equipment as well as getting in and out of the vehicles.
  • Complete preventative maintenance on Breck Inn vehicles and assist with scheduling repairs and services.
  • Keep vans clean and filled with gas, check the fluid levels regularly and update the maintenance logs for each vehicle. 
  • Set up the daily continental breakfast in a clean and safe manner and maintain this standard throughout the service.
  • Eliminate as much waste as possible when cleaning up the breakfast.
  • Follow food safety and personal hygiene practices when handling and storing food.
  • Sanitize tables, serving ware and equipment that come into contact with food and patrons, frequently. 
  • Monitor hot tub temperature and towel inventory. Post appropriate hot tub signage as needed.
  • Process all laundry for the Breck Inn rooms and BGV Beaver Run condos. Ensure the linen is free from damage and stains.
  • Maintain the cleanliness of all common areas and ensure each area is cleaned at least once per day.
  • Remove all trash from common areas. Separate recycling and maintain cleanliness of waste management area.
  • Inspect Breck Inn rooms and BGV Beaver Run condos, prior to guest arrivals, to ensure the rooms and condos are clean and in working order.
  • Report maintenance issues to the engineering department. Record issues in the room inventory system.
  • 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. 
  • Uphold Hospitality Standards, Company Culture 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.
  • Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
  • Respond promptly to all email and voicemail correspondence.
  • Maintain a positive working relationship with all contacts, always being helpful and courteous.
  • Wear proper uniform and name badge and adhere to Company appearance standards at all times.
  • Attend and participate in company-wide training sessions and department staff meetings. 

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

  • Assist with basic maintenance tasks, following proper protocols. 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:  Maintain expert knowledge and understanding of all computer programs and knowledge applicable to the position * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * 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 * Communicate clearly and persuasively in positive or negative situations and diffuse escalated interactions * Remain calm and empathetic in situations that can be challenging * Balance team and individual responsibilities * Concentrate when driving, always being careful, patient and responsible * Adjust to the driving environment in a safe manner * Adjust speed to suit the situation or condition * Be cognizant of the vehicle functionalities (gauges, warning lights, etc) * Make safe decisions in stressful situations * Make cautious decisions when driving * Respond safely to frustrations and delays in traffic * Be alert to your surroundings * Demonstrate defensive driving skills * Take initiative and perform tasks without being asked * Support the team's effort to succeed by giving and welcoming feedback, building morale and contributing to a positive team spirit * Stay informed on the company, home property, ski resort and town developments and communicate to others when necessary * Strive to build knowledge and skills, sharing expertise with others * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions. 

EDUCATION / EXPERIENCE:  High school diploma or general education degree (GED); three to six months related experience and/or training, or equivalent combination of education and experience.  

COMPUTER EXPERIENCE:  Intermediate skills in Microsoft Office programs (Outlook, Word, Excel).  Ability to 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.  Ability to type by touch preferred. 

CERTIFICATIONS and/or LICENSES:  Must possess a valid US driver license and an acceptable driving record. 

LANGUAGE ABILITY:  Ability to speak, read, write and interpret in English.  Ability to read and interpret simple instructions, business correspondence and memos.  Ability to write business correspondence.  Ability to speak effectively before guests, owners, other employees of the organization, outside vendors 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 rates, discounts 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. 

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.
  • Perform repetitive motions of the arms (elbows, wrists, hands and fingers) over 2/3 of the time.
  • Use hands and fingers to touch, handle, feel and grasp over 2/3 of the time.
  • Speak and listen to co-workers and guests over the telephone and in person over 2/3 of the time.
  • Reach with arms over 2/3 of the time.
  • Work at a computer workstation (using mouse and keyboard) between 1/3 and 2/3 of the time.
  • Walk between 1/3 and 2/3 of the time.
  • Lift between 10 25 pounds between 1/3 and 2/3 of the time.
  • Push 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 sustained motion under 1/3 of the time.
  • Sit, stoop, kneel, crouch, crawl, climb or balance under 1/3 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 over 2/3 of the time.
  • Outdoor weather conditions such as sun, ice, snow, wind, dust, rain and humidity between 1/3 and 2/3 of the time.
  • Close quarters, small enclosed rooms and narrow hallways that could cause claustrophobia between 1/3 and 2/3 of the time.
  • Close proximity to moving mechanical parts, vehicles in motion and electrical current under 1/3 of the time.
  • Fumes, airborne particles, toxic or caustic chemicals and vibration under 1/3 of the time.
  • Extreme cold (below 32 degrees) and extreme heat (above 100 degrees) for periods of more than 1 hour, under 1/3 of the time.
  • Work in high or precarious places and wet or humid conditions (non-weather) under 1/3 of the time.
  • Icy roads, when driving the shuttle 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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