Experience:
No experience
Employment Type:
Full time
Posted:
8/22/2017
Job Category:
Hospitality
Guest Services Associate
(This job is no longer available)
Gold Point Resort | Breckenridge, CO
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Job Description

Gold Point Resort is seeking a Guest Services Associate to join their team and provide front line customer service to resort owners and guests. If you possess exceptional customer service skills, enjoy making people happy, and want to work with a fantastic group of people, then this job is for you! Become a part of something GRAND and join the Breckenridge Grand Vacations family! $14.00 per hour to start plus a .50 cent raise after the first 60 days and a full time benefits package. 

SUMMARY:  This position provides exceptional customer service, in person and over the phone, to the guests and owners of Gold Point Resort.  In addition to assisting guests and owners with all of their needs, this position also completes confirmation calls, communicates with other Gold Point departments, assists with outside property upkeep, runs inventory and completes a variety of other project work as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Included but not limited to: 

  • Welcome guests and owners and assist them with the check-in and check-out process. Inform guests and owners of all resort services.
  • Assist guests and owners, in person and over the phone, with activities, recommendations for dining, entertainment and shopping, travel directions and any other requests they may have.
  • Make courtesy and confirmation calls to guests and owners prior to their arrival date.
  • Check the notes on file, prior to calling, to become familiar with any special circumstances or preferences.
  • Verify accuracy of guest room folios and make necessary corrections.
  • Confirm any special requests and update the notes on file with any necessary information.
  • Assist guests and owners with making all types of reservations.
  • Promptly notify appropriate staff members of housekeeping and engineering tasks to ensure requests are addressed in a timely manner.
  • Assist with outside property upkeep and perform tasks such as trash removal in the parking lot, shoveling and applying ice melt to the walkways, sweeping entrance areas and maintaining the overall appearance of the exterior of the property.
  • Respond to guest and owner inquiries regarding reservations, use of ownership and tour scheduling.
  • Inform guests and owners of important information about Gold Point Resort.
  • Manage admission coupons to the Breckenridge Recreation Center following policies for proper distribution and requisition of additional coupons.
  • 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.
  • Provide linen exchange service at the front desk.
  • Foster strong cross department communication and synergy.
  • Assist with delivering inventory and housekeeping items to units when necessary.
  • Responsible for cleaning and organizing back office, bathrooms, owner's lounge, lobby and kitchen.
  • Stock back office with additional guest amenities, linens and towels.
  • 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: 

  • Maintain cross-training knowledge between all Gold Point departments assisting when needed. Perform other duties as assigned.
  • Assist with minor engineering items when necessary, including helping guests operate their television, thermostats and fireplaces.
  • 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, policies and job knowledge applicable to the position * Provide exceptional customer service and anticipate needs * Be empowered to make GRAND vacations * Communicate clearly and persuasively in positive or negative situations * Demonstrate effective listening skills, patience and attentiveness * Handle all situations to the best of ability and in a timely manner * Be professional and a good representative of Breckenridge Grand Vacations * Take initiative and perform tasks without being asked * 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 * Ask for clarification and additional training when necessary * Approach others in a tactful manner * Remain calm and empathetic in situations that can be challenging *Support the team's effort to succeed by giving and receiving feedback, building morale and contributing a positive team spirit * Strive to build knowledge and skills, sharing expertise with others * Stay informed on the company, timeshare industry, home property, ski resort and town developments and communicate to others when necessary * Use equipment and materials properly * Observe safety procedures and report potentially unsafe conditions.

EDUCATION/EXPERIENCE:  One-year certificate from college or technical school, eight to twelve months related experience and/or training, or equivalent combination of education and experience.  Successful completion of Skills Test Level 1.  Ability to complete Skills Test Level 2 at 8-12 months from date of hire. 

COMPUTER EXPERIENCE:  Intermediate understanding of Microsoft Office programs (Outlook, Word, Excel) with a minimum of one-year experience.  Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.  Ability to operate basic office equipment such as a copier, fax, scanner, phone and calculator.  Must be comfortable with search engines and performing research on the internet. 

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 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 and grasp over 2/3 of the time.
  • Reach with arms over 2/3 of the time.
  • Speak and listen over the telephone, radio and in person over 2/3 of the time.
  • Walk between 1/3 and 2/3 of the time.
  • Sit and work at a computer workstation (using mouse and keyboard) between 1/3 and 2/3 of the time.
  • Pull using upper extremities to exert force to draw, haul or tug objects in sustained motion between 1/3 and 2/3 of the time.
  • Lift between 10 25 pounds between 1/3 and 2/3 of the time.
  • Lift between 50 100 pounds under 1/3 of the time.
  • Push with steady force, using upper extremities, to thrust forward, downward or outward under 1/3 of the time.
  • Stoop, kneel, crouch, crawl, climb or balance 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.
  • Moving mechanical parts and moving vehicles under 1/3 of the time.
  • Fumes, airborne particles, toxic or caustic chemicals and vibrations under 1/3 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, under 1/3 of the time.
  • Close quarters, crawl spaces, small enclosed rooms and other areas that could cause claustrophobia under 1/3 of the time.
  • Pets and pet dander in and around the pet friendly resort.
  • Moderate noise.

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