PURPOSE OF POSITION: Assist the General Manager in overseeing the operations at the resort including but not limited to financial performance, operational excellence of luxury standards and maintenance of the property while providing leadership to staff through example, training programs and coaching. Develop & implement procedures and train staff to provide luxury levels of customer service using the Deer Valley Difference. Extensive communication with and assistance given to guests and owners. The goal is to ensure that each guest and owner experience with the supervised departments surpasses expectations.
SPECIFIC JOB REQUIREMENTS:
Minimum three years management experience in luxury hotel
Bachelor’s degree required
Prior luxury housekeeping experience required
Ability to successfully interact with guests, vendors, departments and staff
Possess good verbal and written communication skills
Must be available for varied shifts including holidays, weekends and evenings
Have great attention to detail and the ability to forward plan
Provide staff leadership, coaching and mentoring
Have excellent understanding of computers, systems and guest service tools
Ability to multi-task, prioritize and self-motivate
Good driving record
Able to lift 40lbs repeatedly
Assist in the formulation of strategic business and service plans
Monitoring monthly reporting systems to help ensure various company, property and fiscal requirements
Monitoring and handling guest complaints expeditiously to complete resolution or escalating as necessary
Bi-lingual Spanish/English helpful, but not required
JOB DUTIES AND RESPONSIBILITIES:
Coordinate the various departments to ensure that residences and the general property are kept in great condition and are ready for occupancy
Ensure a high level of service is provided to owners and guests. Demonstrate proactive guest, owner and employee problem resolution with urgency, respect and empathy toward all issues presented. Make sure issues, and potential issues, are communicated to those that need to know
Maintain a high level of communication with other staff, departments, owners, guests and vendors. Work with preferred vendors and contractors to ensure that all services and work undertaken are completed to a high standard
Regularly communicate with owners including, but not limited to, advising of maintenance needed and other issues, owner billing, owner reservations and pre-arrival preparation and management contracts
Ensure that monthly HOA and owner billing is completed accurately and in a timely manner if applicable
Extensive planning to ensure that we are equipped with resources including staff, and prepared for events including arrivals and departures.
Financial responsibilities including handling of cash and credit cards, adding charges to guest and owner accounts, checking and producing statements and folios, processing invoices and contributing to budget forecasting.
Recruit, train, motivate, supervise, schedule and evaluate the performance of guest services staff. Check and approve timesheets. Assist the maintenance and housekeeping departments as needed.
Ensure staff professionalism is upheld including following Deer Valley company and department policies.
Participate in the Lodging wide Operations Team (and any other internal or external manager meetings) and use information gained from this to assist in developing processes and procedures to ensure smooth operations. Offer input and suggestions to support improvement of the overall operations.
Efficiently operate a variety of computer programs including those related to reservation management (e.g. Maestro), key programming, communication tools (e.g. Kipsu) and lift ticket sales.
Manage the guest services team including participating in and making sure the following core tasks and any others are performed to a high standard.
Concierge tasks including pre arrival communication, and making reservations for restaurants, transportation, childcare and other activities. Provide guests directions, information and instructions.
Front desk tasks including answering phones, checking guests in and out, selling lift tickets and dealing with guest requests.
Bell related tasks, such as local shuttle transportation scheduling and driving, and pick up/drop off of luggage.
Ski locker room services. This includes making sure that high level of guest service is being given, the area is tidy and organized, safety, including outside area, is maintained at all times and equipment is kept secure.
Housekeeping oversight including deep cleaning projects, daily line-up meetings, ordering, inventory management and daily shift responsibilities
The Deer Valley Difference
Our standards help staff maintain a demeanor and appearance consistent with Deer Valley Resort's first-class image and the expectations of our guests. Take a moment to review Deer Valley Resort's appearance standards, and the perks and benefits we offer, on our website prior to submitting an application.