Empire Pass Guest Services Supervisor - Year Round
Full Time
Park City, UT 84060
Posted
Job description
Year Round
Classic, consistent quality from a winning team!
Deer Valley Resort is nestled in the Wasatch Mountains of Utah, just 38 miles east of Salt Lake City International Airport, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Deer Valley Resort is home to a staff of over 2,800 wonderful individuals. Our staff consists of locals, transplants, and seasonal workers from all 50 states as well as 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! Find a great job at a resort that's not only one of the best in the world, it feels a lot like home (last year over 1,100 staff members celebrated their fifth season or more at Deer Valley).
PURPOSE OF POSITION: The main objective is to support the Guest Services 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 other departments and the ability to work well in a team environment.
SPECIFIC JOB SKILLS:
JOB DUTIES AND RESPONSIBILITIES:
Classic, consistent quality from a winning team!
Deer Valley Resort is nestled in the Wasatch Mountains of Utah, just 38 miles east of Salt Lake City International Airport, in the historic mining town of Park City which has evolved into an exciting and diverse mountain ski town. Deer Valley Resort is home to a staff of over 2,800 wonderful individuals. Our staff consists of locals, transplants, and seasonal workers from all 50 states as well as 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! Find a great job at a resort that's not only one of the best in the world, it feels a lot like home (last year over 1,100 staff members celebrated their fifth season or more at Deer Valley).
- NEW! $20 per hour minimum starting wage for non-tipped position
- NEW! Financial wellness resources are available to our staff
- NEW! Tuition discount programs at University of Arizona Global Campus (UAGC)
- Healthcare options, vision and dental benefits are available for staff members
- 125(k) Cafeteria Plan, 401(k) Savings Plan, and optional life insurance are available
- A complimentary Employee Assistance Program is provided for staff members
- Ski perks include skiing up to seven days per week at Deer Valley Resort during non-holiday periods, friends and family ski discounts, free staff ski lessons and discounted rentals (winter staff only)
- Free skiing or riding offered at Alterra Mountain Company-owned resorts (excluding CMH Heli-Skiing) (winter staff only)
- Free skiing or riding are offered at select local Utah resorts (winter staff only)
- Discounted lift ticket rates are available for staff members at Ikon Pass partner resorts (employee only) (winter staff only)
- Subsidized meals at Employee Dining Rooms offered for staff while on shift
- Subsidized housing for seasonal full-time staff
- A variety of discounts are offered to staff members from a wide range of businesses, restaurants, shops and service providers in and around the Park City community
- Uniforms are provided for most positions
PURPOSE OF POSITION: The main objective is to support the Guest Services 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 other departments and the ability to work well in a team environment.
SPECIFIC JOB SKILLS:
- Ability to successfully interact with guests, vendors, departments and staff
- Effective verbal and written communication skills
- Must be available to work a flexible schedule with varied, and extensive shifts, as the hours of operation and work load dictate
- Understanding of basic guest service needs and fulfillment of guests needs
- Consistent attention to detail
- Possess an excellent understanding of computers, systems, and guest service tools
- Ability to multi-task, prioritize, self-motivate, and work with little to no supervision
- Must be over 21 years of age, with a clean driving record
- 1 year of supervisory experience required, hospitality environment preferred
JOB DUTIES AND RESPONSIBILITIES:
- Assist the Guest Services Manager in recruiting, training, motivating, supervising, scheduling, and evaluating the performance of all the guest services staff
- Work with the Guest Services Manager to develop processes and procedures to ensure smooth operation and flow of guest services
- Offer input and suggestions to support improvement of the overall operation
- Ensure staff professionalism is upheld including following Deer Valley company and department policies. Model professionalism through coaching, adherence to dress codes, maintaining uncluttered and well supplied workspaces, proper training materials, and clear channels of communication
- Support the Guest Services Manager in maintaining a high level of service to all owners and guests
- Maintain a high level of communication with other staff, departments, owners, guests and vendors
- Demonstrate proactive guest, owner and employee problem resolution with urgency, respect and empathy towards all issues presented
- Assist with coordinating between departments including ensuring that residences are ready for guests, any issues are communicated and dealt with
- Oversee and perform pre-arrival communication, and concierge tasks such as making reservations for: restaurants, transportation, grocery delivery, childcare and other non-skiing activities. Provide guests directions, information and instructions, and assist with any reasonable request
- Oversee and perform front desk tasks including answering phones, checking guests in and out, selling lift tickets and dealing with guest requests
- Oversee and perform bell related tasks, such as shipping/ receiving packages, delivering guest VIP packages and lift tickets, and assisting guests with their luggage
- Create seasonal, monthly, and updated bi-weekly schedules with responsible staffing and budget management. Consistent review of the schedule with the Manager will be necessary to insure accurate coverage. Facilitate letting staff go early, when appropriate, or asking them to stay late, if needed
- Assist with the Lodge keeper's at Flagstaff and One Empire to deliver breakfast and après ski. This includes but is not limited to picking up catered and store purchased food items, assisting in the preparation and display of breakfast/après ski, and making sure that food service goes smooth, including keeping it replenished and clean
- Maintain vehicle policy and protocol to ensure policies are met by any staff person who is authorized to utilize/drive Deer Valley
- Efficiently operate a variety of computer programs including but not limited to Maestro, Norm, Fred, Managers Plus, Kipsu, Gmail, Microsoft Word, and Excel
- Responsible for financial responsibilities including handling of cash and credit cards, adding charges to guest and owner accounts, making sure that folios are balanced and settled, assisting with processing invoices, and settling credit card transactions and lift ticket sales
- Other duties as assigned or as business dictates
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