Empire Pass Guest Services Supervisor – Winter 2021-22

PURPOSE OF POSITION: The Empire Pass Guest Services Supervisor’s main objective is to work with the Guest Services Manager and Front Desk Guest Services Supervisor to ensure guest, owner, and employee satisfaction at Empire Pass by fulfilling the Deer Valley Difference. This position provides customers with unparalleled attention to detail, and a genuine pledge to service excellence while following front desk standard operating procedures.SPECIFIC JOB REQUIREMENTS:* Provide excellent customer service* Effective verbal and written communication* Ability to learn new computer operating systems and navigate them effectively* Must be self-motivated, detail oriented, and willing to accept all job responsibilities with equal enthusiasm* Ability to multi-task, be organized, prioritize effectively, and maintain composure under pressure* Must be available to work a varied schedule; including early morning, nights, weekends and holidays.* Knowledge of Deer Valley and Park City area attractions* Able to lift up to 40 lbs. repeatedly* Hold a valid driver’s license.* 1 year of Front Desk, Guest Services, and/ or Concierge experience preferredJOB DUTIES AND RESPONSIBILITIES:* Facilitating a smooth check-in, and check-out for our guests and owners* Front Desk duties including but not limited to check in/out, posting folio charges, folio reconciliation, and various shift reports* Concierge services such as: lift ticket sales, restaurant reservations, providing directions, activity recommendations, and coordinating transportation.* Assist with owner and guest requests.* Demonstrate proactive guest, owner and employee problem resolution with urgency, respect and empathy towards all issues presented.* Bell staff duties such as package delivery, shoveling guest decks, and carrying luggage to residences.* Assist Lodgekeeper when necessary with both breakfast and après ski* Ensure departmental checklists are completed daily; and feel comfortable tasking out employees to assist in the completion of all tasks.* Completing and reviewing for accuracy: Daily Reports for Lift Tickets, Maestro Nightly Audit Report, and Settling Credit Card Transactions.* Assist in responsible staffing and budget management by reviewing the schedule for accurate coverage, and letting staff go early, when appropriate or stay late, if necessary.* Ability to work without supervision.* Participate in consistent staff recognition and encourage others to participate, as well.* Initiate guest resolution based on the Lodging Division Guest Services Mission Statement and Three Circle Model.* Handling of cash and credit card transactions, including settling guest balances upon departure.* Efficiently operate a variety of programs including but not limited to Maestro, Norm, Fred, Managers Plus, Kipsu, Gmail, Microsoft Word and Microsoft Excel.* Ability to maintain confidentiality of all owners’ information and pertinent Residence data.* Other duties and responsibilities as assigned, or as business volume dictates.ADDITIONAL INFORMATION:* Uniform requirements (work shirt, vest, jacket, and name tag) are provided by the company. Employee must provide sturdy work shoes, and black pants.Keyword: front desk, guest services, Empire Pass, supervisor, customer service, winter, indoor, Deer Valley, DV, Park City, Utah, UT