Front Desk Associate I $22.75 to $26.13/hr DOE, Full-time

at  Breckenridge Grand Vacations

Description:
Consistently recognized as a Top National and Colorado Workplace, Breckenridge Grand Vacations builds, markets, and operates luxurious resort properties. Grand Timber Lodge seeks a Front Desk Associate I. This position provides front-line customer service to resort owners and guests and is responsible for front-desk tasks such as registering guests, responding to phone inquiries, assisting with guest requests, changing room assignments, and upholding resort policies. The application window closes on November 5th, 2024.

In 2018, based on anonymous employee feedback, the Denver Post named BGV the top large workplace in Colorado. In 2020, we were again ranked in the top five. In 2023 and 2024, USA Today recognized us as a national top workplace! BGV is all about Sharing Smiles, including putting smiles on the faces of our employees! Learn more about BGV, including our three-decade history of success, here www.breckenridgegrandvacations.com. The salary offered to the successful candidate will be based on job-related education, training, and experience. The salary offer will not be based on a candidate’s salary history at other jobs, and by law, BGV will not seek information about salary history or applicant age. This position also includes BGV’s Total Compensation package:

• Group life insurance
• Health, vision, and dental insurance plans
• Retirement plan
• Twice yearly bonus
• Employee recruiting bonus
• Tuition reimbursement program
• Professional development
• Employee Wellness programs to support physical and mental health
• Sustainability programs to support the health of the planet
• BGV’s unique FUN benefits include programs for ski/rec center passes and ski medallions, lodging and purchase discounts, outdoor gear discounts, access to BGV’s Ball Arena suite in Denver for concerts and events, Rockies, Avalanche, Nuggets and Rapids tickets, access to local events, employee outings, team sports, discounted vacations through Interval International, and the legendary BGV Holiday Party.

SUMMARY: This position provides front-line customer service to resort owners and guests and is responsible for front-desk tasks such as registering guests, responding to phone inquiries, assisting with guest requests, changing room assignments and upholding resort policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to:

• Greet, register and assign rooms to guests and owners. Assist with all inquiries pertaining to resort services, registration, shopping, dining, entertainment and travel directions.
• Inform guests and owners of important information on the resort and ensure they visit the concierge desk.
• Respond to guest and owner inquiries regarding reservations and use of ownership.
• Be completely knowledgeable and capable of making all types of reservations for guests and owners and assist them in making reservations whenever possible rather than sending guests to the Reservations department
• Act as resort telephone operator and answer the switchboard phone as needed.
• Verify accuracy of guest room folios and make necessary corrections. Interact with Night Auditor as needed.
• Ensure that both Housekeeping and Engineering are informed of daily arrivals and departures, as well as any same day reservations, and ensure units are properly locked off for arriving guests.
• Insert all tasks for Housekeeping and Engineering into company software program and assist Housekeeping and Engineering in understanding the notes regarding room moves, special cleans, maintenance issues and guest and owner requests.
• Assist in operating the Grand Essentials store.
• Maintain and manage various projects. Be proactive in the design and implementation of systems to complete the projects. Take the initiative to make the projects successful. Submit monthly measurable results.
• Foster strong cross department communication and synergy.
• Enforce resort policies, as needed, following resort protocol.
• Cross-train with the Activities Desk and Night Audit to cover and assist as needed.
• Uphold Hospitality Standards, Company Culture and Department Core Standards and observe 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 always giving consideration to what the guest or owner deems appropriate.
• 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.
• Wear proper uniform and name badge and adhere to Company appearance standards at all times.
• Attend and participate in company-wide training sessions and department staff meetings.

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

• Wear radio and ear piece when necessary to remain in contact with the Housekeeping and Engineering departments.
• Assist with guest luggage, as needed.
• Perform other duties as assigned.
• Follow company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating in the company’s sustainability initiatives.

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. 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 * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * Pay attention to detail and demonstrate accuracy and thoroughness * Give and receive feedback and ask for clarification when necessary * Treat people with respect and consideration * Approach others in a tactful manner * Communicate clearly and persuasively in positive or negative situations and diffuse escalated interactions * Remain calm and empathetic in situations that can be challenging * Balance team and individual responsibilities * Take initiative and perform tasks without being asked * Support the team’s effort to succeed by giving and welcoming feedback, building morale and contributing to a positive team spirit * Stay informed on the company, home property, ski resort and town developments and communicate to others when necessary * Strive to build knowledge and skills, sharing expertise with others * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.EDUCATION/EXPERIENCE: Previous customer service experience preferred. COMPUTER EXPERIENCE: Intermediate working knowledge of Microsoft Office programs (Outlook, Word, Excel). Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.LANGUAGE ABILITY: Ability to speak, read, write and interpret in English. Ability to read and interpret business correspondence, instructions, memos, procedures, routine reports, rules and schedules. Ability to write business correspondence and notes in the system. Ability to effectively present information and respond to questions from guests, owners, other employees of the organization, managers, outside vendors and the general public. 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 and work at a computer workstation (using mouse and keyboard) over 2/3 of the time.
• Speak and listen over the telephone, radio 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 touch, handle, feel or grasp over 2/3 of the time.
• Reach with arms over 2/3 of the time.
• Walk 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 steady 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 in a sustained motion under 1/3 of the time.
• Lift between 10 and 25 pounds between 1/3 and 2/3 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, narrow aisles, passageways and other areas that could cause claustrophobia 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.
• Moving mechanical parts or moving vehicles under 1/3 of the time.
• Fumes and airborne particles under 1/3 of the time.
• Pets and pet dander in and around the pet friendly resort.
• Moderate noise.

Front Desk Associate Advancement Program: Front Desk Associates at BGV are eligible for advancement that starts after a minimum 90 days of employment. Reference Front Desk Associate II Testing Program for further details. Available upon request. Front Desk Associate II: Employees are eligible to become a Front Desk Associate II once they have all the skills of a Front Desk Associate plus the below skills:

• OneBGV Front Desk: Interdepartmental shadowing, Parking/violator knowledge, Tough call/interaction skills
• TSW Skills: Advanced TSW knowledge, Owner Relations training
• Night Audit: Advanced Folio training, Shift-4 training, Basic security training
• Activities: Activity Training, Escape Room training
• Market: Vendor knowledge, Lightspeed training, Market/Grand Essentials Audit training
• MOD: SOP knowledge, MOD training, Post Stay Survey training

Pay Range - $24-$27.63ESSENTIAL DUTIES AND RESPONSIBILITIES of FDA II: Including but not limited to:

• Perform all the duties of a Front Desk Associate.
• Serve as the senior member of the Front Desk staff during Front Desk shifts by providing expert knowledge and ability in TSW.
• Demonstrate and reinforce proper procedures as part of the Front Desk staff.
• Support Night Audit coverage and reinforce all proper Night Audit processes and procedures by utilizing appropriate systems and programs.
• Support and cover Front Desk shifts at other properties, upholding and supporting a working knowledge of those properties’ processes and procedures.
• Support and assist with Activities duties in the form of running Escape rooms, covering In-house Activities, and building & delivering gift baskets.
• Show a positive example of gracious, welcoming, and professional behavior to all members of the property, including owners and guests, coworkers, and vendors.
• Support and assist with Bell / Valet duties in the form of luggage assists, valeted vehicles and conducting parking counts & violator checks.
• Support the Front Desk Supervisor with keeping Front Desk Agent training information accurate, complete, and available to staff.
• Support the Front Desk Supervisor with providing staff training and ensure training is thorough and occurs on a regular basis.
• Assist the Front Desk Supervisor in overseeing inventory and supplies and placing orders as needed. Verify delivered and received.
• Assist with ordering and receiving of Market/Grand Essentials orders, conducting monthly Market/Grand Essentials inventory and audits, while maintaining positive vendor relationships, and always supporting proper procedures.
• Foster strong cross departmental communication and synergy.
• Help coordinate Front Desk Associate work by prioritizing and delegating tasks to completion and act as a point of escalation when a supervisor or Manager is unavailable.
• Work alongside other Front Desk Associates and take ownership of issues and ensure that they are completed to the highest degree without supervision.
• Support resolution of all guests’ complaints and concerns acting as the Manager on Duty adhering to all safety standards.
• Support and assist with Post Stay Survey responses.
• Assist with additional duties as assigned by the Front Desk Supervisor, Assistance Guest Services Manager, and Guest Services Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to:

• Greet, register and assign rooms to guests and owners. Assist with all inquiries pertaining to resort services, registration, shopping, dining, entertainment and travel directions.
• Inform guests and owners of important information on the resort and ensure they visit the concierge desk.
• Respond to guest and owner inquiries regarding reservations and use of ownership.
• Be completely knowledgeable and capable of making all types of reservations for guests and owners and assist them in making reservations whenever possible rather than sending guests to the Reservations department
• Act as resort telephone operator and answer the switchboard phone as needed.
• Verify accuracy of guest room folios and make necessary corrections. Interact with Night Auditor as needed.
• Ensure that both Housekeeping and Engineering are informed of daily arrivals and departures, as well as any same day reservations, and ensure units are properly locked off for arriving guests.
• Insert all tasks for Housekeeping and Engineering into company software program and assist Housekeeping and Engineering in understanding the notes regarding room moves, special cleans, maintenance issues and guest and owner requests.
• Assist in operating the Grand Essentials store.
• Maintain and manage various projects. Be proactive in the design and implementation of systems to complete the projects. Take the initiative to make the projects successful. Submit monthly measurable results.
• Foster strong cross department communication and synergy.
• Enforce resort policies, as needed, following resort protocol.
• Cross-train with the Activities Desk and Night Audit to cover and assist as needed.
• Uphold Hospitality Standards, Company Culture and Department Core Standards and observe 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 always giving consideration to what the guest or owner deems appropriate.
• 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.
• Wear proper uniform and name badge and adhere to Company appearance standards at all times.
• Attend and participate in company-wide training sessions and department staff meetings

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

• Wear radio and ear piece when necessary to remain in contact with the Housekeeping and Engineering departments.
• Assist with guest luggage, as needed.
• Perform other duties as assigned.
• Follow company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating in the company’s sustainability initiatives

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. 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 * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * Pay attention to detail and demonstrate accuracy and thoroughness * Give and receive feedback and ask for clarification when necessary * Treat people with respect and consideration * Approach others in a tactful manner * Communicate clearly and persuasively in positive or negative situations and diffuse escalated interactions * Remain calm and empathetic in situations that can be challenging * Balance team and individual responsibilities * Take initiative and perform tasks without being asked * Support the team’s effort to succeed by giving and welcoming feedback, building morale and contributing to a positive team spirit * Stay informed on the company, home property, ski resort and town developments and communicate to others when necessary * Strive to build knowledge and skills, sharing expertise with others * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.EDUCATION/EXPERIENCE: Previous customer service experience preferred. COMPUTER EXPERIENCE: Intermediate working knowledge of Microsoft Office programs (Outlook, Word, Excel). Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.LANGUAGE ABILITY: Ability to speak, read, write and interpret in English. Ability to read and interpret business correspondence, instructions, memos, procedures, routine reports, rules and schedules. Ability to write business correspondence and notes in the system. Ability to effectively present information and respond to questions from guests, owners, other employees of the organization, managers, outside vendors and the general public. 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 and work at a computer workstation (using mouse and keyboard) over 2/3 of the time.
• Speak and listen over the telephone, radio 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 touch, handle, feel or grasp over 2/3 of the time.
• Reach with arms over 2/3 of the time.
• Walk 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 steady 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 in a sustained motion under 1/3 of the time.
• Lift between 10 and 25 pounds between 1/3 and 2/3 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

Pay Range - $24-$27.63ESSENTIAL DUTIES AND RESPONSIBILITIES of FDA II: Including but not limited to:

• Perform all the duties of a Front Desk Associate.
• Serve as the senior member of the Front Desk staff during Front Desk shifts by providing expert knowledge and ability in TSW.
• Demonstrate and reinforce proper procedures as part of the Front Desk staff.
• Support Night Audit coverage and reinforce all proper Night Audit processes and procedures by utilizing appropriate systems and programs.
• Support and cover Front Desk shifts at other properties, upholding and supporting a working knowledge of those properties’ processes and procedures.
• Support and assist with Activities duties in the form of running Escape rooms, covering In-house Activities, and building & delivering gift baskets.
• Show a positive example of gracious, welcoming, and professional behavior to all members of the property, including owners and guests, coworkers, and vendors.
• Support and assist with Bell / Valet duties in the form of luggage assists, valeted vehicles and conducting parking counts & violator checks.
• Support the Front Desk Supervisor with keeping Front Desk Agent training information accurate, complete, and available to staff.
• Support the Front Desk Supervisor with providing staff training and ensure training is thorough and occurs on a regular basis.
• Assist the Front Desk Supervisor in overseeing inventory and supplies and placing orders as needed. Verify delivered and received.
• Assist with ordering and receiving of Market/Grand Essentials orders, conducting monthly Market/Grand Essentials inventory and audits, while maintaining positive vendor relationships, and always supporting proper procedures.
• Foster strong cross departmental communication and synergy.
• Help coordinate Front Desk Associate work by prioritizing and delegating tasks to completion and act as a point of escalation when a supervisor or Manager is unavailable.
• Work alongside other Front Desk Associates and take ownership of issues and ensure that they are completed to the highest degree without supervision.
• Support resolution of all guests’ complaints and concerns acting as the Manager on Duty adhering to all safety standards.
• Support and assist with Post Stay Survey responses.
• Assist with additional duties as assigned by the Front Desk Supervisor, Assistance Guest Services Manager, and Guest Services Manager