Aquatics Concierge Lead - Seasonal

Flying Horse Resort and Club, located in the heart of Colorado Springs, is a premier destination for luxury, comfort, and world-class hospitality. Our resort offers an exceptional experience with top-notch amenities including two championship golf courses, luxury hotel, state-of-the-art fitness club, rejuvenating spa, fine dining options, and more.

Our Flying Horse team is composed of dedicated professionals who strive to deliver unparalleled service to our guests. We value diverse skill sets and experiences, as they contribute to our dynamic and vibrant work environment. We're continually seeking to expand our team with individuals who have a passion for hospitality and a commitment to creating memorable experiences for our guests.

Join us at Flying Horse Resort and Club, your success starts now.

ROLE & RESPONSIBILITIES:

The Aquatics Concierge Lead is responsible for maintaining outstanding customer service and open communication between all departments, and the Members and guests of Flying Horse Resort and Club. The Aquatics lead will assist the supervisor with the daily operations of the aquatics department. This includes assisting with the daily operations of all assigned areas, including pools, staffing, guest interactions, cleanliness, and overall operations on the pool deck. This person will assist with implementation and enforcement of Club policies while creating an environment of coaching and maintaining excellent customer service for internal and external customers. The ideal candidate must have the ability to work varying shifts, including days, evenings, weekdays, and weekends. Regular walkthroughs of all assigned areas are required to ensure safety and a positive experience for Members and guests.

Key Responsibilities:

• Ensure that each Member and guest receive outstanding service by providing a friendly environment, including proper greetings and knowledge of the weekly event schedule.
• Respond to guest inquiries and requests and resolve any issues in a timely, friendly, and efficient manner.
• Maintain a safe workplace by utilizing safety first practices to remain accident-free.
• Handle conflict as needed in a calm, professional manner.
• Perform regular ongoing walkthroughs of all pool areas to ensure cleanliness, safety, and organization.
• Be a professional role model for employees.
• Maintaining hospitality standards throughout the aquatic areas, including the pool deck, locker rooms, pool house, hot tub (indoor & outdoor).
• Be available to work on weekends and a variety of shifts as needed to operate a successful department.
• Conduct and assist with oversight of pool chemical checks and fills to ensure proper water balance and guest safety.
• Overseeing daily operational responsibilities such as daily pool vacuuming, cleaning tiles, trash pick-up, chair organization, bathroom and locker room touch ups, stations prepped, and towel services.
• Monitor pool activity, ensuring safe and appropriate guest behavior, and enforcing club policies.
• Assist the Aquatics Supervisor in scheduling, training, and daily leadership of the aquatic team.
• Address and resolve member and guest concerns in a professional manner.
• Support team members in high-volume situations, ensuring seamless operations during peak hours.
• Conduct IROPS (irregular operations) protocols due to weather, hazardous materials, or chemical spills or health related incidents.
• Collaborate and communicate cross-functionally with other departments: Front Desk, Housekeeping, Engineering, Kids Cabin, brand partnerships, fitness, etc.
• Other duties as assigned by the Aquatics Supervisor.

QUALIFICATIONS & EDUCATIONAL REQUIREMENTS:

• At least three years of experience in a customer service setting.
• Proficient in Microsoft Office
• Must have the ability to lift and move 30 lbs., 30% of the time.
• Must be able to communicate in English.
• Must be available to work weekends and holidays as required.
• Must be at least 17 years old; 18 years of age preferred.

ADDITIONAL NOTES:

Must possess customer service skills and strong oral communication skills. Competency in dealing with Members, guests, and fellow employees under circumstances requiring tact and diplomacy. Must possess the ability to work effectively under time deadlines.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

BENEFITS FOR PART TIME OR SEASONAL JOBS:

Flying Horse Resort & Club complies with Colorado labor laws by providing eligible benefits to part-time and seasonal employees. Under the Colorado Healthy Families and Workplaces Act (HFWA), employees accrue one hour of paid sick leave for every 30 hours worked, up to 48 hours per year. Other legally required benefits, such as workers' compensation and unemployment insurance, also apply. Additionally, we provide a 401(k) retirement plan with an employer match. All benefits are subject to the terms of the applicable plan documents, including eligibility requirements and waiting periods, as required by law.