Hybrid Concierge/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:

Seasonal team members have access to:

• Bi-weekly pay checks
• Garage Parking Privileges
• Employee Referral Rewards
• Reimbursement of Ski Pass / Recreation / Wellness if working FT hours between November and April
• Holiday Pay
• Colorado Sick Time Accrual
• 401(k) with company match (after 90 days of employment)
• Employee Assistance Program (EAP)
• Local Perks and Benefits
• Opportunity for gratuity and holiday bonus

Summary:

This hybrid role is responsible for providing a variety of duties related to the concierge and guest services departments. You are the first point of contact for owners and guests, providing personalized trip planning assistance and representing our commitment to exceptional service. From offering recommendations on local events to handling front desk inquiries with professionalism and efficiency, you ensure a seamless and memorable experience for all. Building strong relationships with owners, members, and guests, you contribute to a welcoming atmosphere while maintaining in-depth knowledge of the Steamboat Springs area and OSP property to meet their needs effectively.

Looking for a full-time seasonal team member to work up to forty (40) hours per week. Must be available to work: day shifts, night shifts, weekends, and holidays. Shift times vary depending on the time of year.

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. Understand the telephone system and be able to transfer call/deal with situations as they arise.
• Respond to all Owner/guest requests, questions, concerns with “absolutely” attitude.
• Create activity and dining itinerary for each Owner or guest using ALICE.
• 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.
• Every spring and fall, this person would assist in updating activity guides, restaurant recommendations, and other tools and resources.
• Stay up to date on events in town.
• 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.
• Tour guests through the building and residences, pointing out and explaining amenities, Ski Valet, Ski Area Ticket Office, Truffle Pig, OSP Policies, 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.
• Format the weekly OSP Pulse with property and area events, activities, and information.
• Create weekly events calendar for Arrival Packets
• Send completed itinerary for owner/guest review prior to arrival.
• Send pre-arrival emails based on the sending schedule. Create new email templates for each season.
• Adhere to reach out schedule and follow up on transportation details, guest list, activity and dining requests, and housekeeping requests for each Owner.
• Work with CSA manager to complete weekly checks of any missing Owner or guest transportation needs, reach out to each Owner and guest and accurately relay flight details in ALICE or to the transportation team.

Supportive functions:

• Support Resort Operations Manager with Exclusive Resort Members as requested.
• Help drive business to The Spa at One Steamboat Place.
• Any other additional tasks 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.
• Ability to obtain Alice Program Desktop Certification – User level within six (6) months of start date.
• Become a Notary Public for the State of Colorado within six (6) months of start date.

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.
• Proficiency with computers and computer-related software such as Microsoft Office.
• Ability to learn new software, including Opera property management system, The Source, NorthStar, 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.
• Understand ADA and Service Dog procedures and policy.
• Support PCI Compliance practices.
• Bilingual skills are a plus.

Skilled in:

• Ability to multi-task while remaining calm and focused.
• Ability to learn and be able to speak to the other Timbers Properties, the Reciprocity Program, and the Timbers Collection.
• Determining the nature of a visitors’ needs and recommending appropriate actions or solutions.
• Communication; written and verbal.
• 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:

• Record and log information timely and accurately.
• Learn all varieties of information pertaining to the resort, the area, the activities and to make smart recommendations.
• Plan and prioritize tasks in a self-directed work environment and maintain high levels of productivity without direct supervision.
• Create and enhance local vendor relationships.
• Show good personal hygiene and appearance.
• Follow instructions and priorities of tasks with little supervision.
• Learn and adhere to property standards for cleanliness and timeliness.
• Be familiar with Residence supplies and amenities.
• Be comfortable with providing property and residence tours.
• Be familiar with front desk operations and fill in when coverage is necessary.
• Communicate effectively with each department.
• Be detail orientated and follow through or complete each task set or started.
• Be yourself and care genuinely about each interaction you have. Nothing is more important than the moment you are in with each owner/guest.
• Communicate clearly and concisely with co-workers, management, Owners, and guests.
• Work independently or in a team environment and take direction.

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 15 pounds.
• Must occasionally lift and/or move up to 50 pounds.
• Must be able to continually sit for periods of time 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.