Guest Services Assistant Manager - Year Round - Full Time

Job Overview Year Round Steamboat – Ski Town, U.S.A.® is known as the friendliest mountain destination on the planet. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities. Benefits Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees* Discounted skiing and riding for friends and family of eligible employees Vacation and Sick Time policies for eligible employees to rest, relax and recharge Generous discounts on outdoor gear, apparel, rental cars, etc. Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health 401(k) plan with generous company match Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education Paid parental leave of up to 6 weeks for eligible employees* Free regional bus pass Position Summary The Steamboat Grand, the largest hotel and conference area in Steamboat Springs, is looking for a Guest Services Assistant Manager. The role requires a strong background in hospitality, supervisory management experience, fluency in overnight audit duties, and the ability to work evenings, weekends, holidays, and sometimes graveyard shift disciplines. Essential Duties Oversee all phases of Front Desk operations. Plan, coordinate, supervise, monitor and evaluate all daily operations of assigned front desk functions including guest check‑in and check‑out processes, as well as guest and owner requests. Exemplify excellence as a leader for the Guest Services Department and foster group cohesion among staff. Consistently present and reinforce a professional appearance and positive attitude. Maintain a strong presence at the Front Desk – perform the check‑in and check‑out process for guests as required by business volume. Monitor and review agent tasks, projects and performance on a daily basis for increased efficiency and effectiveness. Oversee all staffing/scheduling requirements for the Front Desk. Responsible for all HR‑related issues for Front Desk Agents, Front Desk Supervisors, Hotel Night Auditors, PBX Operators, and Concierge including hiring & termination decisions, attendance, payroll and performance evaluation records. Direct staff training program and maintain Service Excellence standards for the department, leading by example. Responsible for scheduling all Guest Services employees on a weekly basis, monitoring Vacation/time off schedules and regulating overtime hours appropriately. Closely monitor guests’ experience to ensure that all guests have a superior experience. Respond to guest inquiries and address guest issues & requests to ensure they are resolved in a timely manner. Provide support to staff to resolve Front Desk issues. Ensure staff members provide proper notes and other documentation on reservations when there is a guest issue. Effectively communicate new and/or changing procedures & policies with staff verbally, in writing and during meetings. Attend meetings in the absence of the Guest Services Manager and strengthen communications with other hotel departments. Oversee the wholesaler and internal reservations process including inventory management for straight‑line availability. Review Night Audit reports daily for accuracy and ensure that all daily reporting and reservation tasks, including checklists are completed and accurate. Maintain accuracy of all Front Desk banks, manage and audit all open & close procedures, follow all company audit and money handling procedures. Responsible for weekly projects/reports as assigned. Assist Guest Services Manager in the areas of hiring/interviews, establishing employee expectations, conducting employee reviews and performance improvement plans. Direct and monitor all Product Maintenance tasks in SMS and Inntopia applications, including rates, packages, discounts, groups and other projects as assigned by the Revenue Manager. Consult regularly with other departments or company personnel (Reservations, Maintenance, Housekeeping, Sales, Accounting, etc.) to plan, coordinate and evaluate activities, services, policies, procedures, exchange information, and resolve problems. Act as an effective communicator and offer constructive feedback to other hotel departments in order to improve the quality and service of The Steamboat Grand operations. Other duties as assigned. Qualifications Professional and well versed in impeccable customer service. Background in hospitality or customer service is required. Knowledge of Springer Miller PMS and Inntopia applications is preferred. Previous supervisory experience required. Position is contingent on a background check. Education Requirements High school diploma or GED equivalent. College degree preferred. Salary Range Steamboat area base salary: Starting at $57,784 per year. Actual salaries vary based on experience, education, training, location, merit system, quantity or quality of production, responsibilities, and required travel. Physical Requirements Can use keyboard, computer, telephone and headset simultaneously for long periods of time. Frequent periods of sitting and standing based on business needs. Clear speaking and comprehending in English. May need to lift office supplies and packages up to 40 lbs. Must be a minimum of 18 years of age. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Working Conditions Indoor/Outdoor: The employee may be exposed to harsh and varying outside weather conditions. Hazardous Materials/Noise: The noise level in the workplace is usually moderate. Equal Opportunity Employer Statement Steamboat Ski and Resort Corporation and its affiliates are equal opportunity employers and maintain drug‑free workplaces. All employees and candidates are reminded that the company adheres to all applicable labor and employment laws, as well as state, county, and city‑specific regulations. Employees are eligible for E‑Verify participation and are entitled to work‑right verification. Other Information Steamboat- Ski Town, U.S.A.® remains an ongoing employer commitment to providing the best experience in the industry. Employees have a choice to work here for many years, building friendship, community, and a sense of belonging. #J-18808-Ljbffr