Concierge Supervisor/Lodge Guest Services Coordinator

Under the direction of the Cliff Front Office manager and Cliff General Manager supervises the daily operations of the Concierge desk, Business Center and Guest services by providing the ultimate experience to every guest and leading the Concierge staff to do the same.

Position Functions / Areas of Responsibility:
-    Oversees complete operation of the Concierge Desk including supervising approximately 5-8 employees. Plans directs, organizes and controls work-time behavior. Responsible for hiring, training, promotion, scheduling, evaluations and disciplinary actions.
-    Takes responsibility for solving all guest issues in a timely manner with satisfaction and a sense of urgency, including monitoring all guest surveys and responding and resolving any guest issues and concerns.
-    Responsible for ensuring updated and correct information is available to Concierge Staff pertaining to Snowbird and off-site activities and events
-    Motivates and encourages Concierge Staff to participate in Snowbird and local area attractions in order to enthusiastically make recommendation to guests and provide a personalized level of service
-    Responsible for maintaining an inventory of VIP amenities, guest supplies and Business Center supplies
-    Direct concierge meetings and communication to enhance performance and effectiveness of the department
-    Monitors and graphs, all guest feedback and comments, including but not limited to Clarabridge surveys, Trip advisor comments, etc and prepares appropriate responses when needed, motivates staff to achieve higher scores
-    Keeps up with industry trends and makes recommendations regarding improvements to Concierge Desk and Business Center in order to improve level of guest experience
-    Promotes and cultivates relationships with managers from other departments to ensure a productive working environment
-    Assists front office manager and General Manager in resolving Cliff Lodge guest issues when needed.
-    Helps to guide the Cliff lodge staff on proper Forbes standards, helps to clarify and uphold standards throughout the Lodge.  
-    Travel: Occasional trips to Salt Lake Valley.

Interactions:
-    Direct and continuous Contact with guests.
-    Direct and continuous Contact with co-workers, management, and other departments.
-    Must have the ability to interact at any time with guests and other employees in a pleasant manner and maintain good working relationships with others and all departments at Snowbird.

Education & Experience Requirements:
-  High School Diploma or equivalent required.
-  2-4 years Of job-specific work experience with demonstrated competence.

Specific Requirements:
-  Must be at least 18 years of age.

Skills & Knowledge:
-Strong computer skills, including the ability to maneuver internet searches quickly and accurately
-Knowledge of general Business Center equipment including fax machine, copier and printers

Administrative:    
-  Two years experience in high end customer service environment, preferably in highly visible position in the hospitality industry
-  Prior supervisory experience required
-  Exceptional guest service skills and professional experience
-  Extremely dependable and punctual
-  Ability to manage stressful situations with both maturity and professionalism
-  Strong listening skills and the ability to identify guest's needs quickly
-  Knowledge of Snowbird local attractions
-  Strong communications skills both written and oral
-  Very good organizational skills and attention to detail

Work Schedule:
- Shifts vary, may be early morning or late evening, weekends, holidays, depending on business levels.

Mental:
-  Must be prepared to stay overnight if necessary on occasional times of road closures.
-  May experience unusual stress from high business volumes, deadlines, continual work with public, winter conditions, snow night requirements and commuting to/from Snowbird.

Physical:
-  Must be able to lift 25 lbs.
-  Must demonstrate ability to bend, kneel, handle, reach, grasp and perform repetitive motions.
-  Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.
     
*All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

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