Front Desk Supervisor

POWDR•Copper Mountain, CO

About The Position

Copper Mountain Resort is a vacation destination located 75 miles west of Denver, Colorado in the heart of the Rocky Mountains. Three vibrant, pedestrian-friendly village areas host lodging, retail outlets, restaurants, bars, and family activities. During the winter months, Copper's world-class terrain offers skiing and riding for all ages and abilities. Each summer, the mountain transforms into a playground for hikers, mountain bikers, and anyone seeking a genuine Colorado experience. Copper Mountain Resort is also home to Woodward Copper action-sports camps, programs, and training facility. Supervise daily operations of front desk. Duties include (but not limited to) hiring and training of new personnel, scheduling, attending to and upholding superior guest service, coordinating efforts with other departments, and maintaining budget and Powdr standards. Days and hours will vary.

Requirements

Must be at least 18 years old.
Must be able to lift and carry items up to 50 lbs.
Must be able to stand for up to 8 hours.
Must be able to be alert and focused for all shifts between the hours of 7am and 11pm.
Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted.
This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
Must have a valid US Driver’s license
Is honest and has the highest integrity
Is able to handle and manage confidential information
Professional appearance. Adheres to all grooming guidelines
Follows established policies and procedures
Is supportive of Core Values
Sets the example for others and is above reproach
Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
Is organized in tasks. Sees projects through to the finish.
Has good follow-through and makes it a habit of getting back to people on issues.
Can handle fast paced, potentially high-pressure environment
Is flexible with hours and days of work
Is able to work any hours of the day, any days of the week
Prioritizes and re-prioritizes personal time and work, to have good balance in life
Team player
Friendly, outgoing personality
Neat and presentable appearance
Always holds themselves accountable
Strong ability to multi-task
Is very patient and maintains a calm composure when under pressure

Nice To Haves

Minimum 2 year college degree preferred.
Industry knowledge and 2 years in Front Desk, Reservations, Guest Service or Hospitality position required.
1-2 years of supervisory experience preferred.
Basic computer skills including Word, Excel, and Outlook required.
Experience with Visual One, Inntopia, RTP, Timesaver, Ving Vision or Guestware is advantageous.
Knowledge of Copper Mountain and its lodging is preferred.

Responsibilities

Performs all front desk clerk duties which include: guest check-in/out, handling guest billing problems, making reservations, overall use of Lodging Computer menus, correct information regarding guest activities, handling of all monies, and providing EXCEPTIONAL guest service.
Addressing and resolving guest issues in a timely manner
Trains new agents in front desk duties.
Oversees bell staff in the absence of the bell captain
Performs bell calls in the absence of a bellman
Covers Night Audit when needed
Owns the Zone at the front desk and surrounding building – which may entail cleaning, trash removal or snow shoveling on occasion.
Promotes a “Sales Culture” at the front office by teaching upselling techniques for both check-ins and walk-ins. Also creates opportunities for product sales at the front desk.
Delegates tasks to ensure that all duties are taken care of on each shift. Includes: group resumes, preparing for group arrivals and departures, posting, researching, organizing, etc.
Keeps front desk supplies at par levels.
Promotes team work, deals with employee and guest issues before referring them to manager.
Passes on information to next shift to ensure a smooth transition.
Verifies time cards and timelines of employees.
Verifies accurate counts for all cash banks once per shift.
Utilizes and completes Supervisor checklist.
Communicates and coordinates efforts with other lodging departments.
Ensures that everyone on shift has a clean and presentable uniform and is properly groomed
Performs all other job related duties as assigned.
Attend group resume and pre-con meetings as a representative of the Front Desk
Perform regular 1-1 meetings with direct reports to coach and provide feedback on their performance
Address any employee issues as they arise, including corrective actions if necessary
Assist with dispatching radio calls to other departments in a timely, professional manner
Create and maintain strong interdepartmental relationships
Completing the daily tasks checklist on each shift in a timely manner.
Lead by example by delivering excellent guest service and coaching the agents who report to you to do the same.
Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees.
Upholds the most professional image.
Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events
Responsible for Front Desk staff, as well as all Lodging guests.

Benefits

This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options; season pass for employees/dependents and privileges at several other resorts.
Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.

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