Front Desk Agent

Job Description

Job Description

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Steamboat Springs is a Colorado icon, blending the best of luxury and western hospitality in the heart of the picturesque Yampa Valley. The staff here provide our Owners with everything they need to enjoy world-class recreation, dining, shopping, and leisure activities year-round.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

Benefits:

Full-time team members have access to:

• Bi-weekly pay checks
• On-site garage parking
• Reimbursement assistance on Ski pass / Wellness Recreation
• Paid Time Off (PTO)
• Colorado Sick Time Accrual (first 90 days)
• 401(k) with company match (4%)
• Holiday Pay
• Opportunity for gratuities and seasonal Holiday Bonus
• Medical, Dental, Vision
• Life and AD&D Insurance
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• Local Perks and Benefits

Summary:

Responsible for providing a variety of duties related to Guest Services. Front Desk services are handled in a friendly, efficient, and professional manner. Able to answer all Owner and guest questions and concerns. Must have knowledge of Steamboat Springs area and the property. The Front Desk Agent focuses on building relationships with our Owners, members, and guests.

Essential Functions :

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Nothing restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Essential duties and responsibilities may include, but are not limited to, the following:

• Always use owners/members/guests ’ names when meeting, answering questions, making deliveries, greeting, or assisting owners/members/guests in any way.
• Answer telephones politely with “absolutely” attitude.
• Respond to all owner/guest requests, questions, concerns with “absolutely” attitude.
• Always maintain the highest-level of guest service and professionalism.
• Book reservations for activities, transportation, dining requests, or owner, member, and guest needs.
• Follow up with requests in a timely manner.
• Perform check in and check out services efficiently.
• Use the computer system for concierge reservations, reports, billing, emailing, and activity scheduling.
• Prepare and deliver arrival/departure reports.
• Create and deliver arrival packet information for owners and guests.
• Prepare arrival documentation and policies; send, track, and ensure all information for guests and owners is correct.
• Ensure owner and guest billing is correct upon departure and that billing and departure information is delivered the night prior.
• Maintain knowledge of owner and guests’ itineraries while on property.
• Learn owner preferences and use this to create memorable stays for owners.
• Maintain general cleanliness throughout lobby and entryway and members’ gathering areas, vacuum carpets, clean windows, dust, etc. when needed or if housekeeping needs assistance.
• Tour guests through the building and residences, pointing out and explaining amenities, Black Tie Ski Valet, Truffle Pig, and other commercial businesses within the property.
• Be able to clearly communicate needs and requests among departments.
• Learn and have knowledge of the property, local events, and be able to confidently inform and make recommendations to owners and guests.
• Able to present daily arrivals/departures information during the internal morning operations meeting.
• Ensure the Front Desk is stocked with amenities and required forms/policies/agreements.

Supportive functions:

• Assist in preparing and checking on coffee and breakfast set up periodically during the morning.
• Assist in completing seasonal front desk inventories/projects.
• Assist in monitoring Après Ski Services during winter.
• Assist owners and guests in the ski locker room as needed.
• Assist Club Service Attendant staff with valet, deliveries, and assisting other departments as needed.
• Support and encourage work-life balance; assisting self and staff in obtaining their personal and professional goals.
• Additional duties throughout building operations as assigned.

Supervisory & Training responsibilities:

• This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

• High School Diploma/GED; and one to three (1-3) months related customer service and/or hospitality experience; or equivalent combination of education, training, and experience.

Required Knowledge, Skills, and Abilities:

Knowledge of:

• Knowledge of Steamboat Springs including activities, restaurants, events, etc. in the area.
• Prior experience in the hospitality industry or equivalent is preferred.
• Excellent written and oral communication skills.
• Being proficient with computers and computer related software such as Microsoft Office.
• Ability to learn new software, such as Opera property management system and ALICE Platform.
• Excellent customer service skills.
• Learn and understand the telephone system and be able to transfer calls/deal with situations as they arise.
• Bilingual skills are a plus.

Skilled in:

• In all situations demonstrate Character, Courtesy, Calm, and Charm.
• Ability to multi-task while remaining calm and focused.
• Be versatile, flexible, and willing to work within constantly changing priorities with enthusiasm.
• Be detail-orientated and have follow through to complete each task set or started.
• Maintain a professional appearance and demeanor.
• Strong organizational, problem-solving, and analytical skills.
• Commitment to excellence and high standards.

Able to:

• Be yourself and care genuinely about each interaction you have.
• Communicate clearly and concisely with co-workers, management, owners, members, and guests.
• Be professional with co-workers, vendors, and visitors.
• Have a valid driver's license, preferred but not required.
• Learn itineraries given to owners and guests for activities.
• Learn dispatch procedures.
• Learn about all other Timbers Resorts Properties, the Reciprocity Program, and the Timbers Collection.
• Learn One Steamboat Place’s different types of owners, guests, and members.
• Understand and follow written and verbal instructions.
• Read and understand the fire/emergency panel and remain calm under pressure or in the face of an emergency.
• Manage priorities and workflow.
• Always speak and carry yourself in a professional manner in front of our owners, members, and guests.
• Record and log information timely and accurately.
• Communicate efficiently with each department and follow each department’s rules and procedures.

Physical and Mental Abilities:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must frequently lift and/or move up to 10 pounds.
• Must occasionally lift and/or move up to 25 pounds.
• Must be able to continually sit for period of times at the Front Desk using a computer and phone.
• Must be able to walk and stand throughout an eight-hour (8-hour) shift to perform duties.
• Continually required to utilize hand and finger dexterity.
• Must be able to grasp, write, use repetitive motion, listen, and hear.
• Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception, and ability to adjust focus.

Work Environment:

• While performing the duties of this job, the noise level in the work environment is usually moderate.
• Occasionally exposed to outside weather conditions.
• Typical workdays are eight-hour (8-hour) shifts and may include weekends, nights, days and/or holidays. 

This job description is not all inclusive. One Steamboat Place reserves the right to amend this job description at any time.

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.