Under the direction of the Cliff Club Manager provides high quality service to Cliff Club Owners and guests. Covers Cliff Club Owner Services office on an as-needed basis. 

• Responsible for the daily operation of the Cliff Club Plan, direct, organize and control work-time behavior of others.which includes data input, answering the phone and completion of assigned daily tasks.
• Provides on the job training, coaching and correcting to assure accuracy of job performance and success of  the Cliff Club staff.
• Effective communication with owners, guests and co-workers regarding owner feedback, comments and requests in order to meet or exceed STAR service levels.
• Enhance owner/guest experience by providing up-to-date information in regards to resort activities, amenities and events.
• Receives owner/guest complaints and resolves disputes.
• Process owner reservations to ensure accuracy and meet required deadlines.
• Work closely with exchange companies to insure accuracy of owner and exchange reservations.
• Processing of owners requests to deposit timeshare usage with exchange companies.
• Posts charges and accepts payment from owners for services and assessments.

• 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.

• High School Diploma or equivalent required.
• College degree in related field preferred.  Additional related work experience may be substituted for education.
• 1-2 years of job-specific work experience with demonstrated competence.
• Must be at least 18 years of age.
   

• Requires work on a personal computer in a general office environment. Will use Cliff Club property management system and other software programs when resolving guests’ issues and concerns or answering reservations and accounting questions. May require the ability to apply mathematical skills with a high degree of accuracy.
• Must have the ability to handle, process, maintain and protect guest personal information, including credit card information, in compliance with all company or department policies and procedures according to PCI rules and requirements. This includes privacy and confidentiality, reporting, storage and disposal of sensitive information.  Will not share or disclose any guest personal or financial information to anyone unless authorized by the guest, manager or company or unless disclosure is permitted within departmental policies and procedures.
• This position requires knowledge and understanding of PCI DSS, including the safe and secure handling and maintenance of personal, financial and credit card information of guests/customers.
• Requires problem solving and initiation of less clearly defined job activities. Makes relatively complex decisions regarding resolution of customer complaints. Decisions are made within broad procedural guidelines.

• Shifts vary, may be early morning or late evening, weekends, holidays, depending on business levels.

• 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.
• Must be able to stand for long periods of time.
• Must demonstrate ability to bend, kneel, handle, reach, grasp and perform repetitive motions.
• General office environment with limited physical activity.. 
• Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.