Summary: Oversee the training, daily operations, scheduling, & managing of all aspects of Front of Desk.

Education & Experience:
College course work in related field helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Computer experience preferred.

Essential Duties and Responsibilities:
Follow direction and delegation of General Manager & Director of Room Operations.
Hire & train new front desk employees.
Monitor Payroll and provide a schedule on a weekly basis accommodating Front Desk.
Facilitate payroll functions for staff by maintaining daily time records in Kronos.
Assist on organizing Orientation for all staff and beginning of the seasons.
Provide daily supervision, delegation, and motivation of all staff. Ensure staff is following all dept procedures, while providing a high level of service and work ethic.
Monitor daily performance and appearance of staff. Address any disciplinary issues immediately.
Assign Rooms two weeks prior and accommodate guests by referencing their requests.
Use discretion to choose best tactic to recover guest satisfaction.
Ensure guest rates, folios, and any monetary issues are corrected before guests are aware of any issue.
Approve any refund a Front desk agent or supervisor will be making.
Manage and expand upon all the services and amenities offered by the dept.
Perform front desk duties when necessary.
Maintain up to date knowledge of all hotel products.Train and lead all employees in assisting guests with all questions.
Facilitate communication between departments & address any issues from guests or other departments in a timely and professional manner.
Monitor all departmental supply needs and order new supplies when needed.
Develop and maintain daily logs for am/pm shifts for front desk and bellmen.
Ensure occupancy reports are complete and accurate each morning.Ensure that reports are distributed and updated in a timely fashion.
Create and maintain concierge program.Work with desk agents and bell staff to ensure personalized concierge service.
Create an on-going training program to assist all staff in improving their guest service skills, technical skills and conduct pre-season and mid-season orientations.
Recognize and reward employees for exceptional job performance.
When given General Staff Tips ensure tips are divided equally amongst employees.
Perform mid-season and end of season performance bank reviews for all paid staff.
Maintain the supply of mountain trail maps, Mountain Village and Telluride maps and brochures at the front desk.
Monitor budgets, revenue goals and long/short term planning for the department. Manage daily labor in a responsible way that falls in line with budget expectations.
Attend all Operations meetings.
Set-up daily briefings at each shift change with staff to cover arrivals, departures, VIPS, and other pertinent information.
Provide a high level of guest service and guest interaction.
Supports TSG Ski & Golf sustainability initiatives.
Adheres to TSG Ski & Golf policies and procedures.
Other duties may be assigned.

Maintain a clean work area.
Assist guests with safe deposit boxes.
Attend meetings/training as required by management.
Perform other duties as requested by management.

Supervisory Responsibilities:
Supervise a staff of 8 - 10 paid staff . Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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, skill, and/or ability required.

Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:
Ability to calculate figures and amounts such as rates, taxes, discounts.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Outlook, Internet Explorer, and Microsoft Office. Knowledge of Hotel Reservations systems preferred.

Other Qualifications:
Ability to stand for considerable amounts of time.
Knowledge of Telluride Ski & Golf and the Telluride region.
Able to work nights, weekends, holidays and overtime as job requires.
Able to function effectively at elevations of 10,000 feet or higher.
Able to function effectively in inclement weather conditions.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must regularly lift up to 50 pounds. 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:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly exposed to outside weather conditions. The noise level in the work environment is usually moderate.

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