Breckenridge Grand Vacations
  • Grand Colorado on Peak 8 Front Desk
  • Breckenridge, CO, USA
  • 15-17
  • Hourly
  • Full Time

Full Time Benefits Package

Job Title:  Front Desk Supervisor              

Division/Dept:  GC8 Resort Operations / Guest Services

Reports To:  Guest Services Manager            

FLSA Status:  Non-Exempt 

WC Code:  9012

EEO Code:  Administrative Support 

SUMMARY:  This position assists the Guest Services Manager with the daily operations at the Grand Colorado on Peak 8 front desk.  In addition to performing all the duties of a Senior Front Desk Associate, this position also assists with the supervision, training and development of all front desk staff.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Including but not limited to:  

  • Assist the Guest Services Manager with training and development, of the front desk staff, following the Results Leadership operating procedures. Provide the staff with guidance and support. 
  • Provide staff training and ensure training is thorough and occurring on a regular basis.
  • Conduct training in a manner that drives results and ensures consistent staff knowledge and performance.
  • Develop and edit training materials and procedures.
  • Assist with the delegation of daily work tasks and projects and check the work of all staff to ensure quality control.
  • Ensure staff is productive.
  • Work with staff to resolve issues, always giving consideration to what the guest or owner deems appropriate. Handle any guest or owner that the staff is unable to assist.  Consult with department managers on issues, as needed.
  • Assist with staff evaluations and coaching meetings and provide input on both. Coach employees and provide feedback on ways to improve their performances and establish goals.  Follow up with employees to evaluate progress and ensure improvement.
  • Respond to staff questions and inquiries pertaining to resort policies and services.
  • Establish, communicate and reinforce Company policies, procedures and standards with the staff.
  • Monitor staff performance and measurable results, and manage to individual performance.
  • Keep accurate records of all staff performance issues.    
  • Keep the Guest Services Manager informed of any guest, owner or staff issues.
  • Perform all the duties of a Senior Front Desk Associate.
  • Oversee stock of inventory and supplies and place orders as needed. Verify deliveries are received.
  • Establish and secure reliable vendor relationships for supplies. Obtain quotes and prepare cost comparisons as necessary.  Ensure lowest pricing is always negotiated and obtained.  Act as liaison between vendors. 
  • Assist with the development of staffing schedules.
  • Help close the loop on all feedback. Work towards NPS goals.  Help ensure all guest and owner surveys are responded to. 
  • Foster strong cross department communication and synergy.
  • Organize team activities for staff to build morale and engage team members. 
  • Uphold and ensure all staff upholds the Hospitality Standards, Company Culture, 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.
  • 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.
  • Adhere to Company appearance standards at all times. Dress professionally and wear name badge when required.
  • Attend and participate in company-wide training sessions and department staff meetings. Attend outside training sessions as needed.  Assist with the organization of annual "Listening Sessions" with the entire staff. 

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

  • 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 the positions that are supervised by this position, as necessary. Perform other duties as assigned.
  • Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participate in the Company's sustainability initiatives.
  • Participate in Emergency Response plan as emergency evacuation, wild land fire, safety and business continuity plans dictate. 
  • Assists with Valet duties as necessary.

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 and lead multiple people, personalities, projects and tasks to ensure deadlines and goals are met * Lead others with consistency * Develop, coordinate and clearly communicate training * Be aware of coaching opportunities * Exhibit vision, confidence, passion and optimism in self and others and 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 * Remain calm and empathetic in difficult or emotional situations * Respond effectively to the most sensitive inquiries or complaints * Maintain expert knowledge and understanding of all computer programs and knowledge applicable to the position * Ask for clarification and additional training when necessary * Stay informed on the company, home property, ski resort and town developments and communicate to others * Strive to develop knowledge and 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 * Communicate over the radio in a professional manner * Ensure equipment and materials are used properly * Observe safety procedures and report potentially unsafe conditions. 

EDUCATION / EXPERIENCE:  Bachelor's degree (B. A.) from four-year college or university; one to two years related experience and/or training; or equivalent combination of education and experience. 

COMPUTER EXPERIENCE:  Knowledge of Microsoft Office programs (Outlook, Word, Excel) with a minimum of one year of use of these programs.  Ability to operate office equipment such as calculator, copier, fax, phone and scanner.  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 of experience using this program.  Must have knowledge of the internet and possess the ability to navigate it.  Ability to utilize appropriate programs using a mobile device.  

REQUIREMENTS:  Reliable mode of transportation to run errands.   

SUPERVISORY EXPERIENCE:  One year of previous supervisory experience preferred.  This position co-supervises up to 10 staff members. 

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

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 apply common sense understanding 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 and work at a computer workstation (using mouse and keyboard) over 2/3 of the time.
  • Perform repetitive motion of the arms (elbows, wrists hands and fingers) over 2/3 of the time.
  • Use hands and fingers to touch, handle, feel or grasp over 2/3 of the time.
  • Speak and listen over the telephone, radio and in person over 2/3 of the time.
  • Walk between 1/3 and 2/3 of the time.
  • Reach with arms between 1/3 and 2/3 of the time.
  • Lift between 10 and 25 pounds between 1/3 and 2/3 of the time.
  • Sit, stoop, kneel, crouch or crawl under 1/3 of the time.
  • Push using upper extremities to press with force in order to thrust forward, downward or outward under 1/3 of the time.
  • Push using upper extremities to exert force to draw, haul or tug objects in a sustained motion under 1/3 of the time.
  • Lift between 50 and 100 pounds under 1/3 of the time.

WORK ENVIRONMENT:  The environmental conditions the employee will have exposure to:  

  • Office or administrative environment over 2/3 of the time.
  • Narrow aisles, passageways and small enclosed rooms (that could cause claustrophobia) between 1/3 and 2/3 of the time.
  • Outdoor weather conditions (sun, ice, snow, wind, dust, rain, humidity) under 1/3 of the time.
  • Extreme cold, below 32 degrees, under 1/3 of the time.
  • Airborne particles and fumes under 1/3 of the time.
  • Moving vehicles and moving mechanical parts under 1/3 of the time.
  • Pets and pet dander in and around the pet friendly resort.
  • Moderate noise.
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