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Hotel Guest Services Supervisor – Year Round – Full Time

Steamboat Ski & Resort Corporation

This is a Full-time position in Phippsburg, CO posted May 25, 2021.

Who We Are: Steamboat- Ski Town, U.S.A. ®  is known as the friendliest mountain destination in the world, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our employee satisfaction scores top the charts and we have employees who choose to work for the resort for 2, 5, 10, 20 plus years. Fair warning, starting a job at Steamboat could lead to endless fun, lifelong friendships and a rooted sense of community.

Who We’re Looking For: Friendly folks who want to work at the best ski resort, play in Champagne Powder and meet friends from around the world. If you like to provide incredible guest service with a friendly attitude, you’re ready to join our team. If your dream job includes skiing and riding, interacting with guests, rewarding work, free concerts, fireworks, employee parties and more-we’d love to hear from you!

Perks & Benefits: Year Round employees at Steamboat are eligible for medical, dental, vision, legal plan, pet insurance, PTO and Vacation, Paid Parental Leave, health saving account with  employer contribution as well as the perks and benefits that all Steamboat employees enjoy. These include a Steamboat and Alterra Mountain ski pass for you and eligible dependents, competitive compensation, retail/rental discounts, food & beverage discounts, industry pro deal discounts, friends & family discounted tickets subject to restrictions, reservations and/or blackout dates,  401(k) plan with a generous company match, (eligibility rules apply), Employee Assistance Program, and a chance to learn and advance within Steamboat Ski & Resort Corp

The Steamboat Grand, the largest hotel and conference area in Steamboat Springs, is looking for a Guest Services Supervisor. Both a strong background in hospitality and previous experience in supervisory management, preferred.

Detailed job description, including responsibilities, work performed, tools or equipment used, etc.:

  • Coach, motivate and lead in all areas of Front Desk and Concierge operations for optimal guest service 
  • Exemplify excellence as a leader for the Guest Services Department and foster group cohesion among staff   
  • Demonstrate the ability to work under stressful situations while maintaining outstanding customer relations
  • Consistently present and reinforce a professional appearance and positive attitude
  • Resolve customer issues and guest requests in an efficient and timely manner
  • Monitor and review agent tasks, projects and performance daily for increased efficiency and effectiveness
  • Manage time, establish priorities, and delegate tasks to meet goals and objectives of the Guest Services department 
  • Responsible for scheduling all Guest Services employees on a weekly basis, monitoring vacation/time off schedules, and regulating overtime hours appropriately 
  • Enter and sign-off payroll appropriately, including agent incentives and commissions
  • Effectively communicate new and/or changing procedures & policies with staff in verbally, written and during meetings
  • Attend meetings in absence of Guest Services Manager and strengthen communications with other hotel departments
  • Oversee the wholesaler and internal reservations process including inventory management for straight-line availability
  • Answer incoming sales calls and perform Front Desk tasks as necessary
  • Responsible for weekly projects/reports as assigned 
  • Assist Guest Services Manager in the areas of hiring/interviews, establishing employee expectations, conducting employee reviews and performance improvement plans
  • Direct and monitor all Product Maintenance tasks in SMS, and Inntopia applications, including rates, packages, discounts, groups and other projects as assigned by the Revenue Manager
  • Assist with training programs that are consistent and successful in improving overall employee morale and motivation  

Minimum skills, experience, education and ability required for this job:

  • Individual should be professional and well versed in impeccable customer service  
  • College degree is preferred 
  • Background in some type of hospitality or customer service is required
  • Knowledge of Springer Miller PMS system and Inntopia applications is preferred    
  • Previous supervisory skills and reservation sales experience is a plus   

Physical Requirements:

  • Can use keyboard, computer, telephone and headset simultaneously for long periods of time
  • Frequent periods of sitting and standing based on business needs
  • Clearly speak and comprehend the English language
  • May need to lift office supplies and packages up to 40 lbs.
  • Must be a minimum of 18 years of age

Miscellaneous information:

  • Shifts to include evenings, weekends, holidays, and sometimes graveyard MOD or Night Audit duties
  • This is an hourly paid position and is subject to overtime
  • Position is contingent on a background check
  • Pursuant to county and/or state orders and company policies, every employee is required to self-monitor for COVID-19 symptoms, practice social distancing, wash hands frequently, wear a mask per current guidelines, self-report and call in immediately and stay home if sick and assist with sanitizing and disinfecting work areas. Employees must follow all resort mitigation plans and protocols, which can be found posted on resort buildings and on Beekeeper

The base hourly pay range below represents the low and high end of the Steamboat Ski & Resort Corporation hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Steamboat Ski & Resort Corporation’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Steamboat area base hourly pay range: $16.00 – $26.00 per hour

Steamboat Ski & Resort Corporation is an equal opportunity employer