Outdoor Guest Services (PM)
Standard minimum requirements for all Durango Hot Springs Resort and Spa (DHSRS) employees are as follows:
- The desire to provide excellent service to DHSRS Guests, Team Members, Vendors, and Partners.
- The desire and behaviors to be a team player: to support, serve and be a participating member of the DHSRS team and the resort’s operating goals and vision for delivering Guest’s exceptional products and services in a work environment that is team-centric, merit-based, and learning-driven.
- Excellent communication skills, oral and written.
- Strong interpersonal skills, team advocacy, and guest advocacy skills.
- Must be willing and available to work varying hours and or schedules including days, nights, holidays, and weekends.
- May be required to stand and move constantly for long periods of time.
- Some activities require heavy lifting and movement continued throughout the shift.
- Skills, willingness, and fit to operate, and continually improve DHSRS operations, products, and services and contribute to the overall goals for service to Soaking Guests, Spa Guests, Partners, all DHSRS Team members and resort operations as required.
POSITION SUMMARY:
Outdoor Service Representatives play an important role as part of the resort’s Outside Guest Services Team and in hosting and caring for our Guests. Outdoor Service Representatives are responsible for being a source of information for guests and monitoring the soaking experience to maintain safety and quality of experience for those guests. Responsibilities and roles include activities related to the upkeep, cleanliness, and oversight of the resort’s facilities and buildings.
This position requires the ability to work outdoors in seasonal weather conditions and requires working to late hours. Outdoor Service Representative duties and performance require continuous activity that can be physically strenuous in nature.
Outdoor Service Representatives work with other Durango Hot Springs teams and throughout the property as required. Outdoor Service Representatives are cross-trained in all Outside Guest Services including pool cleaning and maintenance operations and may be assigned shifts in other Outside Guest Service roles or to support other property operations teams as assigned or directed.
Outdoor Service Representatives may also be cross-trained in Front Desk Operations or Pump House Operations. Outdoor Service Representatives are responsible to maintain quality standards, service processes, and safety and sanitation standards in all circumstances and team members and guest encounters.
Outdoor Service Representatives team members are responsible to maintain the physical safety and cleanliness of the area. The best job fit is for individuals that enjoy helping people, problem-solving, working in a team environment, working independently, working outdoors, and delivering exceptional guest services and service recovery. Support channels and tools include the use of radios, phones, email, and online collaboration and support.
Tasks & Competencies
Overall responsibility in providing Outside Guest Area team support and service to DHSRS Guests and DHSRS Team Members. Responsibility to support all Outside Soaking Services and the resort’s grounds cleaning and maintenance operations as well as supporting property events.
Care and use of safe work processes, cleaning practices, and tool handling. The knowledge of the appropriate use of Personal Protection Equipment (PPE). The ability to perform all duties and responsibilities wearing the appropriate PPE.
The use of good judgment, procedural guidelines, communication tools, and chain of command in handling problems and emergencies.
Responsible for the oversight and proper use of the resorts’ soaking, pool, water features, and grounds areas by Guests.
Ability to work outside in all seasonal weather conditions and requires working into late-night hours.
Continuous activity that can be physically strenuous in nature. The role requires frequent lifting and the care and operation of hand tools and cleaning tools. The role assists with pool, soaking tubs, and water feature cleaning duties.
Assists in cleaning restrooms, lobby, and outdoor facilities and takes out and monitors the trash. Up-keep of laundry and lost and found items.
Assisting Guests with needs, recommendations, and general inquiries. Creates a safe soaking experience for adults and children through education and enforcement of the property’s rules, soaking etiquette, and expectations for the safety and enjoyment of all Durango Hot Springs Resort and Spa Guests.
Prerequisites
Education:
High School Diploma Preferred.
Experience:
At least one year of related experience preferred.
Skills:
Language: Ability to read, write and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one or group situations to team members guests, partners, affiliates, and other resort employees.
Interpersonal Skills: Ability to recognize stress and attitude in all forms of interpersonal communication verbal, listening, written, and non-verbal communication. Effective communication skills that result in mutual understanding and build healthy working relationships and performance outcomes.
Mathematical: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to count, use a calculator and a spreadsheet.
Physical:
Requires smiling, standing, walking, bending, reaching, sitting, fingering, grasping, repetitive motions; ability to climb, balance, stoop, kneel, talk and hear, and ability to lift up to one hundred pounds. Ability to see clearly at close range or far distance. Requires peripheral vision, depth perception, and the ability to adjust the focus with or without corrective lenses.
Success Factors
- Ability to communicate
- Ability to fully commit to roles and responsibilities
- Ability to work with intensity and urgency
- Ability to accept Stewardship responsibilities
- Ability to analyze and project expected consequences of decisions
- Ability to work with authorized machinery and equipment
- Be authentic, honest, and consistent
- Ability to support, train, mentor, and coach
- Ability to constructively deal with conflict
- Ability to plan and ability to define end states
- High level of emotional intelligence
- Strong interpersonal skills
- Ability to manage task and relationships
Pay: From $16.00 per hour
Benefits:
- On-the-job training
- Paid time off
- Professional development assistance
Experience:
- Hospitality: 2 years (Required)
Shift availability:
Work Location: In person
