Service Manager

Year RoundSteamboat- Ski Town, U.S.A. is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities.BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU?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 rechargeGenerous 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 matchDiscounted tuition with partner online university for all Alterra Mountain Company employees to further their educationPaid parental leave of up to 6 weeks for eligible employees*Free regional bus passFor information on Steamboat Ski & Resort Corporation’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at .To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.POSITION SUMMARYThe Home Owners Services Assistant Manager serves as the primary point of contact for condominium owners, delivering exceptional customer service while managing owner reservations, communications, and unit-related inquiries. This role builds strong relationships with homeowners, coordinates with internal departments to maintain property standards, supports Homeowners Association operations, and ensures accurate owner records and rental income information. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced hospitality environment while providing professional, solutions-focused service.A pdf or word document of your resume is required with online application.ESSENTIAL DUTIESContact with all owners to provide information, resolve problems with reservations and all facets of unit management with high level of guest service ensuring compliance with company/association policies/proceduresDistribute regular communication pieces to owners via email, mail, and internet regarding changes, updates, hotel sales blurbs, marketing ventures, etc. as well as plan and coordinate receptionsMaintain a strong presence in the Owner's Services Office and Front Desk as needed – perform the check-in and check-out process for guests/owners as required by business volume. Monitor and review agent tasks, projects and performance on a daily basis for increased efficiency and effectivenessConfer regularly with other departments or company personnel (Reservations, Maintenance, Housekeeping, Sales, Accounting, etc.) to plan, coordinate and evaluate activities, services, events, 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 operationsClosely monitor our owners' experience to ensure that all guests/owners have a superior experience. Respond to owner inquiries and address owner issues & requests to ensure that they are resolved in a timely manner. Provide support to staff to resolve guest & owner issues. Make sure staff members provide proper notes and other documentation on reservations when there is a guest issue.Assist Guest Services Manager in the areas of hiring/interviews, establishing employee expectations, conducting employee reviews and performance improvement plansAssist in overseeing all staffing/scheduling requirements for the Guest & Owner Services teams. Responsible for assisting in HR-related issues for Front Desk Agents, Front Desk Supervisors, Hotel Night Auditors, Rooms Coordinator, Bell/Valet and Coordinators including hiring & termination decisions, attendance, payroll and performance evaluation records. Direct and maintain Service Excellence standards for department, leading by example. Responsible for assisting in scheduling Guest & Owner Services employees on a weekly basis, monitoring Vacation/time off schedules, and regulating overtime hours appropriately as needed.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 ManagerMust be very familiar with all condominium declarations, bylaws, rules and regulations, articles of incorporations, and protective covenants.Responsible for booking of reservations for owner weeks and monitoring of RCI reservationsMeet with new owners and process new owner paperworkMaintain confidential records on all owners and their unit sharesAttend Homeowner’s Association Board meetings on a quarterly basisCommunicate weekly with appropriate departments to ensure upkeep of units, fitness center, and poolReview Owner Rental Income Statements received from accounting in Denver and assist owners with problem resolution regarding revenue and expensesResponsible for communicating with Real Estate representative to discuss how units are selling and real estate market, and further communicating this information to ownersPosition requires working weekends and holidays as neededEnsure understanding and compliance with all company policies and procedures as well as any regulatory requirementsPerform other duties, as neededREQUIRED QUALIFICATIONSAt least 2 years’ experience in hospitality industry requiredMust have at least average proficiency with Microsoft Excel, Word, and OutlookExperience with Springer Miller reservations systems helpfulStrong interpersonal, problem solving, and communication skills requiredMust be able to multi-task effectively and maintain professionalism in fast paced environmentKnowledge of associations helpfulAbility to problem solve in a highly effective manner and maintain positive relationships with guests and staff, including management, subordinates and co-workersAbility to be a consistent role model for company’s Service Excellence standardsCommunicate clearly in English, both verbal / non-verbal, and writtenEmployment for this job is contingent upon the successful completion of a background checkInteract and maintain positive relationships with guests, co-workers and management consistent with Steamboat Ski and Resort Company’s Service Excellence standardsAdherence to the company information policy, with strict adherence to distribution and use.EDUCATION REQUIREMENTSHigh school diploma or GED equivalentThe base salary range below represents the low and high end of the Steamboat Ski and Resort Corporation salary range for this position. Actual salaries will vary and may be above or below the range based on a range of factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Steamboat Ski and Resort Corporation total compensation package for employees. Other rewards may include short-term and long-term incentives.Steamboat Resort salary range: $57,784 - $66,451.00 per yearPHYSICAL REQUIREMENTSMust be at least 18 years of ageMust be able to sit for long periods of timeAbility to operate computer keyboardMay need to lift office supplies and packages up to 50 lbs.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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery.WORKING CONDITIONSIndoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.Hazardous Materials/Noise : The noise level in the workplace is usually moderate.This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Steamboat Ski and Resort Corporation and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety.Application Deadline: Recruiting timelines vary by position, however, all Steamboat Ski & Resort Corporation positions accept applications for a minimum of 4 days from the posting date listed above. This position is open and still accepting applications.This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause.Employment with Steamboat Ski and Resort Corporation or any of its affiliates is “at will” meaning either party may terminate the employment relationship at any time with or without cause and with or without notice.This position is in Colorado, and the work is primarily in Steamboat Springs, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado.Steamboat Ski and Resort Corporation and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Steamboat Ski and Resort Corporation and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable. #J-18808-Ljbffr