Assistant Guest Services Manager $58,760 - $70,470/Yr, DOE

Description

SUMMARY: This position assists the Guest Services Manager with the daily operations at the Grand Lodge on Peak 7 guest services team, specifically overseeing the Activities staff as well as the GL7 Market. This position also assists with the supervision, training and development of all Front Desk and Activities staff. Additionally, this position assists in overseeing the stock of inventory and supplies, establishes reliable supply vendor relationships, closely monitors department expenses and invoices, and develops and maintains the department budget(s). The application window closes on May 2nd.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to:  

• Assist the Guest Services Manager in day to day operations for the guest services team, specifically the Activities staff and GTL Market. Follow the Results Leadership operating procedures when recruiting, hiring, training, retaining, developing, coaching, scheduling, reviewing, disciplining and terminating staff.
• Assist in delegating daily work tasks and projects and check the work of all staff to ensure quality control. Ensure staff is productive. 
• Work with the Front Desk Supervisor to provide training for new front desk associates.    
• Work with staff to resolve issues, always giving consideration to what the guest or owner deems appropriate. Handle any guest or owner that the staff is unable to assist. Consult with department managers on issues, as needed.
• Perform Front Desk and Activities staff evaluations and coaching meetings. Provide feedback and coach employees on ways to improve their performances and establish goals. Follow up with employees to evaluate progress and ensure improvement.
• Establish, communicate and reinforce Company policies, procedures and standards with the staff.
• Monitor Front Desk and Activities staff performance and measurable results, and manage individual performance.  
• Keep accurate Front Desk and Activities staff performance records to ensure job performance accountability. Handle and track all staff tardiness, sick days and absenteeism.
• Develop and maintain fiscal year budget for the GTL Market and be able to explain any variances. Assist with budget forecasting. 
• Assist Housekeeping and Engineering departments with room moves, special cleans, stay overs and other room related requests.
• Oversee stock of inventory of the GTL Market and ensure orders are placed as needed. Verify deliveries are received.
• Establish and secure reliable vendor relationships for the GTL Market supplies. Obtain quotes and prepare cost comparisons as necessary. Ensure lowest pricing is always negotiated and obtained. Act as liaison between vendors.  
• Assist Guest Services manager in evaluating, taking action and closing the loop on all feedback. Meet NPS goals. Assist in ensuring all Owner Surveys are responded to.
• Assist Guest Services Manager in monitoring department expenses and purchases. Help to review and approve all invoices and purchases to ensure accuracy, utilizing the company software. Perform monthly financial and production cost analyses, specifically for the GTL Market.  
• Create, update and distribute weekly staff schedules, ensuring proper coverage for vacation and sick days. Cover shifts as needed.
• Assist Guest Services Manager in communicating pertinent information to staff regarding home department, safety and company related information and changes.
• Assist in handling timesheet corrections, time off approvals and the proper review and approval of bi-weekly staff timesheets by HR deadline.
• Assists with Activities and Front Desk duties as necessary.
• Complete a variety of administrative duties such as developing and editing training materials and procedures for the Front Desk and Activities team, creating or updating job descriptions and completing forms for Human Resources.

Handle all employee accidents, injuries and worker compensation claims, notify HR and complete appropriate documentation.

• Uphold and ensure all staff upholds the Hospitality Standards, Company Culture and Department Core Standards and observe all Company policies and procedures.
• Be the “End of the Line” and resolve every situation inherited, not passing it along, whenever possible.
• Follow up on any situation that is not fully resolved at the time of the initial request.
• Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
• Respond promptly to all email and voicemail correspondence.  
• Maintain a positive working relationship with all contacts, always being helpful and courteous.  
• Adhere to Company appearance standards at all times; dress professionally and wear name badge when required.
• Attend, support, develop and/or conduct company training sessions and department meetings. Attend outside training sessions as needed. Organize staff “SPIF’s” and one “Listening Session” each year with the entire staff.

MARGINAL DUTIES: Functions that are not considered essential to the job:  

• Perform routine leadership tasks, as the manager on duty, and refer any extraordinary situations to the Guest Services Manager, Assistant Resort General Manager, and/or Resort General Manager
• Perform all duties, of the positions that directly report to this position, as necessary. Perform other duties as assigned.
• Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participate in the Company’s sustainability initiatives. 
• Participate in Emergency Response plan as emergency evacuation, wild land fire, safety and business continuity plans dictate.
• Participate in the Crisis Management Team (CMT) and be ready, willing, and able to perform all expected functions.

Requirements

QUALIFICATIONS: To perform this job successfully this position must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Must be able to accurately process a high volume of work in a timely manner while also managing and progressing special projects as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

COMPETENCIES / SKILLS / ATTRIBUTES: To perform the job successfully an individual should possess the following competencies, skills and attributes: Maintain expert knowledge and understanding of all computer programs and knowledge applicable to the position * Lead multiple people, personalities, projects and tasks to ensure deadlines and goals are met * Lead others with consistency * Exhibit vision, confidence, passion and optimism in self and others and inspire respect and trust * Be available to staff, guests and owners * Effectively multitask to complete tasks on time committing to longer hours, when necessary * Support the team’s effort to succeed by giving and welcoming feedback, building morale and contributing to a positive team spirit and work environment * Respond compassionately to the most sensitive inquiries or complaints * Respond effectively to the most sensitive inquiries or complaints * Set example for staff on how to create, maintain and evolve a high level of customer service * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * Develop, coordinate and clearly communicate training * Exhibit strong verbal and written communication skills * Demonstrate effective listening skills * Communicate clearly and persuasively in positive or negative situations * Develop and communicate change effectively while monitoring transition and evaluating results * Approach others in a tactful manner * Treat people with respect and consideration * Strive to develop knowledge and skills, sharing expertise with others * Develop skills in subordinates and encourage growth * Stay informed on the company, home property, ski resort, timeshare industry and town developments and communicate to others when necessary * Give appropriate performance feedback and recognition of staff * Pay attention to detail and demonstrate accuracy and thoroughness * Take initiative and perform tasks without being asked * Ensure equipment and materials are used properly * Observe safety procedures and report potentially unsafe conditions.

EDUCATION / EXPERIENCE: Bachelor's degree (B.A.) from four-year College or university or three to five years related experience and/or training or equivalent combination of education and experience.  

COMPUTER EXPERIENCE: Good understanding of Microsoft Office programs (Word, Excel & Outlook) with a minimum of one year of experience. Ability to operate office equipment such as calculator, copier, fax, phone and scanner. Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system. Must be familiar with the internet and possess the ability to navigate it.  

REQUIREMENTS: Reliable mode of transportation to run errands and travel to mandatory trainings and meetings off property.     

SUPERVISORY EXPERIENCE: Requires one – two years previous supervisory experience. This position directly supervises up to 10 direct reports in multiple departments.  

LANGUAGE ABILITY: Ability to speak, read, write and interpret in English. Ability to read and interpret business correspondence, job descriptions, maintenance and operating instructions, procedures, professional journals and periodicals, regulations, routine reports, rules, safety instructions and schedules. Ability to write business correspondence, instructions, job descriptions, memos, procedures, routine reports and schedules. Ability to speak effectively and present information to guests, owners, other employees of the organization, management, outside vendors and the general public. Ability to speak effectively before small groups.  

MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to calculate commissions, discounts, interest, percentages and rates.    

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.  

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• Stand over 2/3 of the time.
• Speak and listen over the telephone and in person over 2/3 of the time.
• Perform repetitive motions of the arms, elbows, wrists, hands and fingers over 2/3 of the time.
• Use hands and fingers to handle, feel or grasp over 2/3 of the time.
• Reach with hands or arms and work on a computer keyboard over 2/3 of the time.
• Walk between 1/3 and 2/3 of the time.
• Lift between 10 and 25 pounds between 1/3 and 2/3 of the time
• Sit, stoop, kneel, crouch, crawl, climb or balance under 1/3 of the time.
• Push against something, with force, using upper extremities, to thrust forward, downward or outward under 1/3 of the time.
• Pull using upper extremities to exert force to draw, haul or tug objects under 1/3 of the time.
• Lift between 50 and 100 pounds under 1/3 of the time.
• Requires close, distance, color and peripheral vision, close visual acuity and depth perception.

WORK ENVIRONMENT: The environmental conditions the employee will have exposure to:  

• Office or administrative environment over 2/3 of the time.
• Close quarters between 1/3 and 2/3 of the time.
• Outdoor weather conditions such as sun, ice, snow, wind, dust, rain and humidity under 1/3 of the time.
• Extreme cold, below 32 degrees, for periods of more than 1 hour under 1/3 of the time.
• Fumes and airborne particles under 1/3 of the time.
• Pets and pet dander when in contact with pet friendly locations around the company; occasional service animals.
• Moderate noise.