Summary: Oversee the training, daily operations, and supervision of all aspects of Front Desk.
Essential Duties and Responsibilities: - Assist the Director with the hiring, training, scheduling, orientation and payroll of all Front Desk employees.
- Provide daily supervision, delegation, and motivation of all staff. Ensure staff is following all dept procedures, while providing a high level of service and work ethic.
- Monitor daily performance and appearance of staff. Address any disciplinary issues immediately.
- Follow direction and delegation of Director, and know how to complete Front Desk checklist.
- Manage and expand upon all the services and amenities offered by the dept.
- Perform front desk duties when necessary.
- Assist with late arrivals, early departures, answering phones, taking and delivering wakeup calls, running downtime reports, posting and reconciling charges and generating/ distributing departure folios.
- Maintain up to date knowledge of all hotel products. Train and lead all employees in assisting guests with all questions.
- Develop and maintain daily logs for am/pm shifts for front desk and bellmen.
- Ensure occupancy reports are complete and accurate each morning. Ensure that reports are distributed and updated in a timely fashion.
- Create and maintain concierge program. Work with desk agents and bell staff to ensure personalized concierge service.
- Create an on-going training program to assist all staff in improving their guest service skills, technical skills and conduct pre-season and mid-season orientations.
- Recognize and reward employees for exceptional job performance.
- Assist in perform mid-season and end of season performance bank reviews for all paid staff.
- Maintain the supply of mountain trail maps, Mountain Village and Telluride maps and brochures at the front desk.
- Provide information and assist guest concerning; restaurants, theaters/ musical productions, airlines, automobile rental, transportation directions, office services, beauty/barber establishments, and other appropriate services, and render reservations for such.
- Maintain current listing of local and area attractions, special events and activities.
- Maintain a listing of local transportation guides, churches, sport arenas, etc.
- Provide hours of operations for all restaurants, lounges and shops within the hotel.
- Provide information, maps and directions as required.
- Monitor budgets, revenue goals and long/short term planning for the department. Manage daily labor in a responsible way that falls in line with budget expectations.
- Attend all weekly Operations meetings.
- Set-up daily briefings at each shift change with staff to cover arrivals, departures, VIPS, and other pertinent information.
- Monitor all departmental supply needs and order new supplies when needed.
- Address any issues from guests or other departments in a timely and professional manner.
- Provide a high level of guest service and guest interaction.
- Supports TSG Ski & Golf sustainability initiatives.
- Adheres to TSG Ski & Golf policies and procedures.
- Other duties may be assigned.
Supervisory Responsibilities: Supervise a staff of 8 - 10 paid staff (front desk, bell, and concierge staff). Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Bachelor's degree (B. A.) from 4 year college or university preferred. 1 to 2 years hotel industry experience and supervisory and/or management experience preferred.
Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills: Ability to calculate figures and amounts such as rates, taxes, discounts.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: To perform this job successfully, an individual should have knowledge of Outlook, Internet Explorer, and Microsoft Office. Hotel Reservation systems knowledge preferred.
Other Qualifications: Ability to stand for considerable amounts of time. Knowledge of Telluride Ski & Golf and the Telluride region. Able to work nights, weekends, holidays and overtime as job requires. Able to function effectively at elevations of 10,000 feet or higher. Able to function effectively in inclement weather conditions.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must regularly lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually moderate.The pay rate for this position is $21.00/hr. FTYR Benefits include Group Health (Medical, Dental, Vision, Life & AD&D), 401(K) Match, Flexible Spending, Paid Time Off, Mix of Vacation Time/Sick Time Benefits include ski pass, dependent passes (for full time commitment), discounted lift tickets, lift tickets at other CO resorts, discounted employee shuttles and discounted meals and lodging and ski school discounts