Job Description

SUMMARY:

Responsible for providing information to guests and visitors and assisting guests with check in and out of the hotel while providing courteous and friendly guest service in a courteous and professional manner while exceeding the high standards of the hotel.

  • Housekeeping:

    • Inspects work in progress and upon completion to ensure the quality and completeness of work performed.
    • Troubleshoots problems, resolves staff or guest complaints and provides technical assistance to staff as required.
    • Inspects cleaning of residences, hotel rooms & public areas and ensures that it is surgically clean, well maintained; reports the need for replacement or repair.
    • Ensures that staff follows safe working procedures, including using the proper safety equipment and cleaning standards.
    • Reports the need for maintenance or repair of facilities to the appropriate supervisor; corrects or reports any fire or safety hazards and places barriers in public areas.
    • Supervises special clean-up or projects occurring during the assigned shift.
    • Requisitions or purchases required material, equipment and supplies.
    • Ensures that all hotel rooms, residence club units, public rooms and spa are serviced and cleaned daily in accordance with established standards.
    • Notifies the facilities department of areas needing attention in respect of maintenance.
    • Covers Office Coordinator on breaks and days off.
    • Performs housekeeping duties as required.
    • Engages with guests and owners in a daily basis.
    • Ensures that services consistently meet customer specifications; responds to customer complaints/issues, communicates and follows up.
    • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
    • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

    Bell:

    • Plans and assigns the work of bell staff; sets priorities and follows up to ensure completion and quality of assigned work.
    • Identifies guest needs and provides information regarding policies, services and amenities.
    • Troubleshoots issues and provides assistance to staff as required.
    • Ensures collection and delivery of guest luggage and equipment in an efficient and timely manner.
    • Tags baggage and returns the identification slips to guests.
    • Escorts guests to room, placing luggage in room assigned by front desk.
    • Inspects guest room for order and adequate supplies and informs guests of room amenities.
    • Ensures safe storage of personal items.
    • Transports departing guest’s luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
    • Responds to guest requests and queries providing a knowledgeable, efficient and helpful information service.
    • Assists with answering the telephone and taking messages, transferring calls or dealing with enquiries.
    • Has basic knowledge of SMS in order to look up last names and room numbers.
    • Is able to locate owner bins, and assists team in delivering and removing bins from residential units.
    • Effectively marks down correct name, room number, and damage on each vehicle that arrives at the hotel.
    • Properly marks down ski equipment and delivers to correct place.
    • Lock and unlock bikes each morning and night.
    • Driving safely at all times to protect company’s assets.
    • Maintains all radios and earpieces and follows correct radio etiquette.
    • Ensures cleanliness of porte-cochere, and removes snow/ice from drive.
    • Observes safety precautions required to protect hotel and guest property.
    • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
    • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

    Front Desk: 

    • Assists with the development and implementation of goals, objectives, policies, procedures and work standards for the department.
    • Ensures adherence to established service standards.
    • Identifies guest needs and provides information regarding policies, services and amenities.
    • Check guests into and out of hotel in a courteous and professional manner following all required safety and performance standards.
    • Ensures all Front office and PBX operations are operating in an efficient and effective manner. 
    • Utilizes suggestive selling skills and company sales guidelines to maximize revenue and occupancy levels.
    • Maintains awareness of group reservations and activities on and off site.
    • Performs all Front Office and PBX duties as required.
    • Oversee and assists with charges and payments to guest, club owner and house accounts.
    • Oversee and assists with the balancing of the Front Desk cash drawers.
    • Oversee and Assists with daily night audit to ensure all postings are completed accurately.
    • Reviews shift reports daily.
    • Assists with the management of large check-ins and check-outs coordinating with housekeeping to execute flawlessly and meet all guests and owners requests and needs pre -arrival.
    • Ensures front desk area is maintained in a clean and tidy manner.
    • Maintains accounting of lost & found items and forwards to Housekeeping.
    • Ensures maintenance of required supply inventory; replenishes or requisitions any supplies needed.
    • Ensure proper processing of hotel wake-up call program.
    • Ensures adherence to safety and emergency procedures and observes safety precautions required to protect hotel and guest property as well as meeting and implementing energy and sustainable conservation efforts.
    • Resolves customer complaints/queries satisfactorily while maintaining a courteous and helpful demeanor.
    • Assists with all department and interdepartmental communications.
    • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
    • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

    Concierge:

    • Assists with the development and implementation of goals, objectives, policies, procedures and work standards for the department.
    • Assists with the development, implementation and oversight of the execution of service standards.
    • Provides guests with information on property facilities, restaurants, activities and group functions.
    • Provides additional information on all area restaurants, services and recreational opportunities.
    • Schedules and confirms restaurant, recreational of other bookings as requested.
    • Schedules and coordinates area transportation to and from local attractions.
    • Coordinates group reservations and activities on and off site.
    • Coordinates VIP deliveries for groups and individuals.
    • Provides the ski condition report for Vail & Beaver Creek and others as requested.
    • Works daily to increase knowledge of Vail/Beaver Creek and Vail Valley.
    • Assists with loading/unloading of luggage and personal items when needed.
    • Assists with delivery/retrieval guest luggage and personal items when needed.
    • Provides directions and information as requested.
    • Arranges rental car pick up and key return.
    • Valet parks and retrieves cars, as needed.
    • Use and maintain accurate and current information in GoCon.
    • Establish and executes traces and conduct pre-arrival reaching out within established time period.
    • Assist with cleanliness of lobby, ensuring that area is safe for foot traffic.
    • Proper use of clocking in and out from shifts, and 30 minute meal breaks.
    • Ensures guest luggage storage as needed.
    • Performs bell person and front desk agent duties as required.
    • Ensures delivery of guest messages or packages as needed.
    • Observes safety precautions required to protect hotel and guest property.
    • Able to send out all guest packages with correct address and method of payment
    • Performs all duties and tasks assigned by management.
    • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
    • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

    $17-$20 hourly

    Rotation Order: Housekeeping, Bell, Concierge/Front Desk

    PHYSICAL/MENTAL REQUIREMENTS:

    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.

    Mobility to work in an office setting and use standard office equipment; stamina to stand and walk for extended periods of time; strength to lift and carry up to 20 pounds; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the telephone.

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