Hourly DOE

Supervises front desk staff during the evening shift to ensure guest satisfaction.Serves as the Manager on Duty in the absence of the Front Office Managers and upper hotel management. Performs front desk duties encompassing all aspects of the front desk operation.

Position Functions / Areas of Responsibility

• Provides direction and management for the front desk staff.
• Checks in guests in an efficient and courteous manner.
• Checks guests out and ascertains guest satisfaction and presents bill to the guest.
• Ensures the shift is logged into the afterhours reservation line and books reservations for lodging at the resort.
• Coordinates accounting and billing needs with other departments.
• Resolves Guest concerns in a timely manner.
• Answering telephones, receiving guest requests and coordinates with the correct department to ensure that guests’ needs are taken care of.
• Works in a fast-paced environment, multitasks and maintains attention to detail while providing exceptional customer service.
• Utilizes a variety of computer systems such as smsHost, Microsoft Word, Microsoft Excel.
• Monitors supply inventories and orders supplies when necessary.
• Continuously trains front desk staff.
• Represents the front desk in Pre/Post Cons and Staff Meetings.

Interactions

• Guest Contact: Daily contact with guests both on the phone and in person answering general guest questions, checking guests in and out and resolving guest complaints or issues.
• Internal Contacts: Works with Guest Services, Conference Services, Central Reservations, Group Sales and Accounts receivable coordinating guest needs, accounting and billing needs.
• Supervision/Management: Supervises up to ten Desk Clerks and up to ten Concierge.  Plays an important role in coordinating and contributing to the accuracy and efficiency of the Cliff Lodge Front Desk and Concierge operations.

Minimum Requirements

• High School Diploma required, College preferred.  Must demonstrate competency in reading, writing and interpersonal communication skills.  Requires six months training in the hospitality industry.
• Must have one-year hotel/hospitality work experience or six months front desk experience with demonstrated competence. Must have one-year of supervisory experience.
• Experience working with Word, Outlook, and SMSHost preferred.

Skills & Knowledge

• Requires problem solving and initiation of less clearly defined job activities.  Makes relatively complex decisions regarding resolution of customer concerns.  Decisions are made within broad procedural guidelines.  Discretionary judgement must be used to interpret a billing problem and choose a solution satisfactory to all involved.  May require significant input into major decisions affecting the policies and procedures within the Front Office Operations area. 

Working Conditions

• Generally swing shift (3pm to 11pm), various days (may be required to work occasionally during the day or night audit as circumstances arise) weekends and holidays required.
• General office environment with limited physical activity.
• Work is subject to frequent interruptions making continuity and accuracy difficult.  Work is performed in general office conditions, though some crowded office conditions may arise.  Must be able to stand for long periods of time. May experience unusual stress from winter conditions, snow night requirements and from commuting to Snowbird.  Frequently deals with guests, with difficult problems, to find solutions satisfactory to all involved which can cause additional levels of stress.

All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

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