Front Desk Supervisor

Our Company

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property

Steamboat Springs is a Colorado icon, blending the best of luxury and western hospitality in the heart of the picturesque Yampa Valley. The staff here provide our Owners with everything they need to enjoy world-class recreation, dining, shopping, and leisure activities year-round.

Our Core Values

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy
  
  

Benefits

Full-time team members have access to:

• Bi-weekly paychecks
• On-site garage parking privileges
• Annual reimbursement on recreation / wellness / ski pass
• Paid Time Off (PTO)
• 401(k) with company match
• Holiday pay
• Opportunity for gratuities and seasonal holiday bonus
• Medical, Dental, Vision Insurance
• Basic Life and AD&D Insurance
• Short and Long-term disability
• Employee Assistance Program (EAP)
• Local Perks and Benefits
  
  

Summary

Responsible for providing a variety of duties related to Guest Services. Front Desk services are handled in a friendly, efficient, and professional manner. Able to answer all Owner and Guest questions and concerns. Must have knowledge of Steamboat Springs area and the property. The Front Desk Supervisor focuses on building relationships with our Owners, Members, and Guests. This role will be responsible for being the senior person at the Front Desk in the absence of the Front of House Manager.

Looking for a full-time team member to work up to forty (40) hours per week, five days a week, year-round. Must be able to work day shifts, night shifts, weekends, and holidays. Shift times vary depending on the time of year.

Essential Functions

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Nothing restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Essential duties and responsibilities may include, but are not limited to, the following:

• Always use owners/members/guests’ names when meeting, answering questions, making deliveries, greeting, or assisting owners/members/guests in any way.
• Responsible for assisting the Front of House Manager in maintaining a high quality of services offered to owners and guests.
• Assist in creating the weekly Arriving Owners Power Point
• Assist in filing Lost and Found items turned into the Front Desk
• Ensure accurate Adult and Child count for every reservation.
• Support Front of House Manager in creating / maintaining a professional working environment.
• Asist in finding tasks for Front Desk agents during slow times in the day.
• Understand ADA and Service Dog procedures & policy.
• Support PCI Compliance practices.
• Get to know owners/members/guests’ preferences and be able to accommodate to such.
• Learn and know all policies, protocols, and tasks required of Guest Services Agents.
• Assists Front of House Manager with monthly meetings and lead meetings when necessary.
• Observe Front Desk Agents and ensure that their duties are completed correctly and efficiently.
• Observe that all Agents are properly dressed, clean and neat in uniform attire.
• Answer telephones politely with an absolutely attitude. Understand the telephone system and be able to transfer calls/deal with situations as they arise.
• Always speak and carry yourself in a professional manner in front of our owners/members, guests, and staff members.
• Assist in making reservations for activities/transportation/dining requests/or owner, member and guest needs if needed.
• Responsible for ensuring all Service Fees are posted on in- house folios and checking the accuracy of billing upon check out.
• Ensure all guests have updated payment information attached to their reservations.
• Perform check-in and check-out services efficiently.
• Have knowledge of itineraries given to owners and guests for activities.
• Be able to record and log information timely and accurately.
• Update P-drive information for Front Desk.
• Help in organizing and completing sales of Rodeo Tickets, Winter Carnival Buttons and other event tickets or merchandise.
• Responsible for speaking to each guest regarding needs for their departure and ensuring departure notices are sent.
• Be able to communicate efficiently with each department and follow each department’s rules and procedures.
• Use and understand the computer system for concierge reservations, reports, billing, emailing and activity scheduling.
• Be detail orientated and follow through or complete each task set or started.
• Ensure the cash drawer has small bills available for change and are counted correctly after each shift.
• Ensure the desk is stocked with all necessary items to run efficiently for each shift. Responsible for tracking needs for office supplies such as paper, notepads, pens, envelopes, arrival folders, buck slips, property maps and spa menus.
• Maintain general cleanliness throughout lobby, back offices, entryway, and members gathering area (for concierge); vacuum carpets, clean windows, dust, etc. when needed or if housekeeping needs assistance.
• Must be able to multitask.
• Assist Club Services Attendant staff as needed with valet, deliveries and other departments as needed.
• Be trained in the property overnight procedures and be able to assist in covering when needed.
• Be trained in finding items in housekeeping and which reservation types have access to what items.
• Must be able to read fire/emergency panel and remain calm under pressure or in the face of an emergency.
• Must be able to effectively tour guests through the building and residences, pointing out and explaining amenities, OSP policies, Ski Valet, and other commercial businesses within the property.
  
  

Supervisory And Training Responsibilities

• This job will be responsible for assisting the Front of House Manager with training and leading all Front Desk Agents.
• Responsible for bi-weekly scheduling of front desk agents, concierges, and night team members. Approve all schedule changes and ensure we have proper coverage daily dependent on occupancy. Be aware of appropriate times to send staff home early. Email schedule to guest service staff members and post in back office and front desk.
• Observe all Front Desk Agents and ensure that their duties are completed correctly and efficiently.
• Observe that all Front Desk Agents are properly dressed, clean and neat in uniform attire.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

• In all situations demonstrate Character, Courtesy, Calm and Charm.
• Ability to learn all varieties of information pertaining to the resort, the area, the activities and to make smart recommendations.
• Able to motivate, mentor and performance manage staff members, including corrective action to ensure continually high standards.
• Regular attendance and punctuality in conformance with the standards established by One Steamboat Place is essential to the successful performance of this position.
• Good personal hygiene and appearance/a uniform will be provided.
• Be versatile, flexible, and willing to work within constantly changing priorities with enthusiasm.
• Ability to multi-task while remaining calm and focused.
• Be detail-orientated and have follow through to complete each task set or started.
• Maintain a professional appearance and demeanor.
• Strong organizational, problem-solving, and analytical skills.
• Commitment to excellence and high standards.
  
  

Education And Experience

• High School Diploma/GED; and one to three (1-3) years related customer service and/or hospitality experience; or equivalent combination of education, training, and experience.
• Ability to obtain Alice Program Desktop Certification – Admin level within six (6) months of start date.
• Obtain / maintain Colorado Tips training for alcoholic beverages within six (6) months of start date.
• Obtain Notary certification within nine (9) months of start date.
• Become CPR Certified within a year of the start date.
  
  

Physical Abilities

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for periods of time at the computer/phone and ability to stand for durations of time.
• Must frequently lift and/or move up to 10 pounds.
• Must occasionally lift and/or move up to 50.
  
  

Work Environment

• While performing the duties of this job, the noise level in the work environment is usually moderate.
• Occasionally exposed to outside weather conditions.
• Typical workdays are eight-hour (8-hour) shifts and may include weekends, nights, days and/or holidays.
  
  

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.