Location: Telluride,CO, USA
Company Description
Madeline Hotel & Residences, Auberge Resorts Collection is proud to be the only Forbes Travel Guide five-star resort in the historic community of Telluride, Colorado. This luxurious property is a mix of gorgeous guest rooms and private residences, ranging from one to four bedrooms, that blends Auberge's distinctive flair for authentic and elevated experiences with the local flavor of the destination. Surrounded on three sides by the dramatic 14,000-foot peaks of the San Juan Mountains, Madeline has become the region's premier year-round basecamp for both world class skiing and musical entertainment during the summer months. Guests from around the world are drawn to the Madeline's sophisticated amenities including the best ski-in/ski-out access in town; slopeside Ski Valet; the Alpine Swim Club featuring a heated outdoor swimming pool, hot tubs, fire pits and al fresco lounge; Award Winning Spa; State of the art Fitness Center; and Ice Rink. Locals and guests alike can cap a thrilling day on the mountain in Telluride's most beautiful living room at Timber Room which has become the heart and soul of the Aprs scene or experience unparalleled mountain dining at Black Iron Kitchen + Bar at one of their signature fire tables.
The targeted compensation range for this full time, non-exempt position is $25.00/hr + Tips. The position offers a competitive compensation package presented by Auberge Resorts Collection.
Job Description
You will be responsible for transporting guests virtually anywhere they like to go any time. Provide prompt, courteous, and efficient handling of all incoming calls, keep track of guests' requests, follow up to ensure satisfactory service and assistance for outgoing calls.
* Follow up with guests to ensure their requests or problems have been met to their satisfaction.
* Receive, record, and relay messages accurately, completely, and legibly.
* Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
* Accept and record wake-up call requests and deliver them to the appropriate department.
* Answer, record, and process all guest calls, requests, questions, or concerns.
* Follow up with guests regarding satisfaction with guest-related issues.
* Assist other team members to ensure proper coverage and prompt guest service.
* Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
* Address guests' service needs in a professional, positive, and timely manner.
* Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
* Thank guests with genuine appreciation and provide a fond farewell.
* Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
* Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
* Handle sensitive issues with team members and/or guests with tact, respect, diplomacy, and confidentiality.
* Develop and maintain positive and productive working relationships with other team members and departments.
* Partner with and assist others to promote an environment of teamwork and achieve common goals. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
* Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
* Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
* Forward calls to Front Desk during breaks, at night, or whenever the phones are unattended.
* Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.
* Perform other duties as assigned, including assisting other departments on an as-needed basis
Qualifications
* Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management to their understanding, both in person and by telephone.
* Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
* Ability to interact in a polite, professional, and engaging manner upon encountering resort guests, whether on the grounds of the resort, while working a resort function, upon entering or leaving from work, or at any other time.
* Ability to work a flexible schedule that may include evenings, weekends, and holidays.
* Ability to be a clear thinker and remain calm in emergency situations.
Benefits Package
The comprehensive benefit package for this position includes paid time off, sick and safe time, Medical, Dental and Vision healthcare plans, 401(k) plans with employer contribution, Health and Flexible Spending Account programs, Employee Assistance Program and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Additional Information
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.
Telluride Resort Employee Inc is an Equal Opportunity Employer, M/F/D/V. Telluride Resort Employee Inc Inc provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Telluride Resort Employee Inc Inc complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.