Trail's End Lodge Guest Services Supervisor - Year Round - Deer Valley Resort

Please note, this position is located at Deer Valley Resort in Park City, UT.

Year Round

Classic, consistent quality from a winning team!

Deer Valley Resort is nestled in the Wasatch Mountains of Utah, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Our staff consists of locals, transplants, seasonal workers from all 50 states and international students from around the globe. We are a diverse workforce where everyone feels welcome, appreciated, and valued. No matter if you are 14 or 84 years, there is a place for you in the Deer Valley family! (Last year over 1,100 staff members celebrated their fifth season or more at Deer Valley).

• Ski perks (vary based on employment status) may include Deer Valley season pass, free skiing or riding at other Alterra Resorts and select local Utah resorts
• Friends and family ski discounts, free staff ski lessons and discounted rentals (winter staff only)
• Subsidized meals at Employee Dining Rooms offered for staff while on shift
• Subsidized housing options available for seasonal full-time staff
• Discounts for staff members at restaurants, shops, and service providers in Park City
• Healthcare options are available for staff members
• 401k plan with company match

PURPOSE OF POSITION: A Guest Services Supervisor's main objective is to support the Front Office manager, and to ensure guest, owner, and employee satisfaction at the Front Desk by fulfilling the Deer Valley Difference. The position requires providing guest check-in and check-out services, concierge services, advanced guest communication, driving of company vehicles, extensive use of computers systems, support of all other departments, developing and maintaining professional relationships with homeowners and the ability to work well in a team environment. We provide customers with unparalleled attention to detail and a genuine pledge to service excellence.

RESPONSIBILITIES:

• Checking guests in and out

• Provide guests with directions, information, and instructions

• Concierge duties, including making reservations for restaurants, transportation, childcare, and other activities

• Efficiently operate Maestro, Deer Valley Resorts property management system

• Assist guests with any reasonable request

• Assist in coordinating transportation and bell related duties, such as guest requests, luggage, and guests for pick- ups and drop off

• Settle guest balances upon departure according to established protocols

• Handling and completion of cash, credit card, & lift ticket sales transactions daily.

• Help the Guest Services Manager recruit, manage, train, motivate, supervise, schedule, and evaluate performance of all the front of house staff.

• Demonstrate proactive guest, owner, and employee problem resolution with urgency, respect, and empathy towards all issues presented, while maintaining communication with other departments as required for rental guest related issues.

• Must have a flexible schedule and be available for varied and extensive shifts as hours of operation and workload of the property dictate

• Ensure staff professionalism through coaching, adherence to dress codes, maintaining uncluttered and well supplied workspaces, proper training materials, and clear channels of communication.

• Work with the Guest Services Manager to develop processes and procedures to ensure smooth operation and flow for the Front of House.

• Assist Guest Services Manager in completing staff timecard entries

• Be available as a Front Desk Clerk, Concierge, or Bell staff as needed

• Support Manager in maintaining a high level of service to all guests

• Provide support to other departments as needed.

• Maintain vehicle policy and protocol to ensure requirements are met by any staff person who is authorized to utilize/drive Deer Valley or HOA owned vehicles

• Support in establishing and maintaining open and productive communication with other vendors, other Deer Valley Resort departments, and lodging properties

• Offer input and suggestions to support improvement of the overall operation

• Uphold Deer Valley company and department policies

• Perform procedures as established, including, but not limited to: cash and money handling, tips & gratuities, training, uniforms, staff space vs. guest space, etiquette and behavior, electronic devises and use, time off requests, pre-arrival, arrival, departure and in-house room protocol, driver safety, emergency procedures, inspection and damage policies, guest follow up and communication, review of employee handbook, harassment, drug free work environment, excellence in service, all system use policies (RTP, MaintainX, NORM, Maestro(PMS), Google, etc.) and others as developed.

• Other duties as assigned

QUALIFICATIONS:

• Ability to interact professionally with guests, vendors, departments, and staff

• Possess good verbal and written communication skills

• Must be available for varied shifts

• Understanding of guest service needs

• Attention to detail

• Staff leadership, coaching and mentoring

• Excellent understanding of computers, systems, and guest service tools

• Ability to multi-task, prioritize and self-motivate

• Good driving record

DATES OF EMPLOYMENT:

• Year Round

PAY RATE:

• Pay: $22.00 - 24.00 per hour

Deer Valley Resort is an Equal Opportunity Employer.