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Assistant Guest Services Manager - $58,760-$70,470/year, DOE

Posted: December 9, 2023 Expired: February 25, 2024
Breckenridge
FULL TIME

Breckenridge Grand Vacations is seeking an Assistant Guest Services Manager at the Grand Timber Lodge (GTL). This position will be responsible for assisting the Guest Services Manager with running the GTL Market, managing the staff and daily operations in both the Front Desk and Activities departments, along with supporting the Guest Services Team.
Join the BGV Leadership Team and work closely with other department leads to uphold standards across property lines. This is a salaried position ranging from $58,760-70,470, DOE, plus a full-time benefits package including medical, dental, and vision insurance, paid time off, free sporting event and concert tickets, 401k, and MORE! Visit BGVjobs.com to apply today.

SUMMARY: This position assists the Guest Services Manager with the daily operations at the Grand Timber Lodge guest services team, specifically overseeing the Activities staff as well as the GTL Market. This position also assists with the supervision, training and development of all Front Desk and Activities staff. Additionally, this position assists in overseeing the stock of inventory and supplies, establishes reliable supply vendor relationships, closely monitors department expenses and invoices, and develops and maintains the department budget(s).

ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to:

  • Assist the Guest Services Manager in day to day operations for the guest services team, specifically the Activities staff and GTL Market. Follow the Results Leadership operating procedures when recruiting, hiring, training, retaining, developing, coaching, scheduling, reviewing, disciplining and terminating staff.
  • Assist in delegating daily work tasks and projects and check the work of all staff to ensure quality control. Ensure staff is productive.
  • Work with the Front Desk Supervisor to provide training for new front desk associates.
  • 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.
  • Perform Front Desk and Activities staff evaluations and coaching meetings. Provide feedback and coach employees on ways to improve their performances and establish goals. Follow up with employees to evaluate progress and ensure improvement.
  • Establish, communicate and reinforce Company policies, procedures, and standards with the staff.
  • Monitor Front Desk and Activities staff performance and measurable results, and manage individual performance.
  • Keep accurate Front Desk and Activities staff performance records to ensure job performance accountability. Handle and track all staff tardiness, sick days and absenteeism.
  • Develop and maintain the fiscal year budget for the GTL Market and be able to explain any variances. Assist with budget forecasting.
  • Assist Housekeeping and Engineering departments with room moves, special cleans, stay overs and other room related requests.
  • Oversee stock of inventory of the GTL Market and ensure orders are placed as needed. Verify deliveries are received.
  • Establishand secure reliable vendor relationships for the GTL Market supplies. Obtain quotes and prepare cost comparisons as necessary. Ensure the lowest pricing is always negotiated and obtained. Act as liaison between vendors.
  • Assist Guest Services manager in evaluating, taking action and closing the loop on all feedback. Meet NPS goals. Assist in ensuring all Owner Surveys are responded to.
  • Assist Guest Services Manager in monitoring department expenses and purchases. Help to review and approve all invoices and purchases to ensure accuracy, utilizing the company software. Perform monthly financial and production cost analyses, specifically for the GTL Market.
  • Create, update and distribute weekly staff schedules, ensuring proper coverage for vacation and sick days. Cover shifts as needed.
  • Assist Guest Services Manager in communicating pertinent information to staff regarding home department, safety and company related information and changes.
  • Assist in handling timesheet corrections, time off approvals and the proper review and approval of bi-weekly staff timesheets by HR deadline.
  • Assists with Activities and Front Desk duties as necessary.
  • Complete a variety of administrative duties such as developing and editing training materials and procedures for the Front Desk and Activities team, creating or updating job descriptions and completing forms for Human Resources.

Handle all employee accidents, injuries and worker compensation claims, notify HR and complete appropriate documentation.

  • Uphold and ensure all staff upholds the Hospitality Standards, Company Culture and Department Core Standards and observe all 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, support, develop and/or conduct company training sessions and department meetings. Attend outside training sessions as needed. Organize staff “SPIF’s” and one “Listening Session” each year with the entire staff.

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

  • Perform routine leadership tasks, as the manager on duty, and refer any extraordinary situations to the Guest Services Manager, Assistant Resort General Manager, and/or Resort General Manager
  • Perform all duties, of the positions that directly report to 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.

This job was expired