In 2018, the Denver Post named BGV the top large workplace in Colorado. In 2020, we were again ranked in the top five. In 2023, we were recognized as a national top workplace. BGV is all about Sharing Smiles, including putting smiles on the faces of our employees! Learn more about BGV, including our three-decade history of success, here breckenridgegrandvacations.com. Compensation for this full-time position is $25.25 to $29.63/hr DOE. The salary offer to the successful candidate will be based on job-related education, training, and experience. The salary offer will not be based on a candidate's salary history at other jobs, and by law, BGV will not seek information about salary history or applicant age. This position also includes BGV's Total Compensation package.
- Paid time off including vacation, sick leave, parental leave and paid volunteer time off
- Retirement plan
- Twice yearly bonus
- Employee recruiting bonus
- Tuition reimbursement program
- Professional development
- Employee Wellness programs to support physical and mental health
- Sustainability programs to support the health of the planet
- BGV’s unique FUN benefits including programs for ski/rec center passes and ski medallions, lodging and purchase discounts, outdoor gear discounts, access to BGV’s Ball Arena suite in Denver for concerts and events, Rockies, Avalanche, Nuggets and Rapids tickets, access to local events, employee outings, team sports, discounted vacations through Interval International, and the legendary BGV Holiday Party.
ESSENTIAL DUTIES AND RESPONSIBILITIES include without limitation:
- Assist the Guest Services Manager with training and development of the front desk staff, following the Results Leadership operating
procedures. Provide the staff with guidance and support.
- Provide staff training and ensure training is thorough and occurring on a regular basis.
- Conduct training in a manner that drives results and ensures consistent staff knowledge and performance.
- Develop and edit training materials and procedures.
- Assist with the delegation of daily work tasks and projects and check the work of all staff to ensure quality control.
- Ensure staff is productive.
- Work with staff to resolve issues, always giving consideration to what the guest or owner deems appropriate. Handle any guest or owner that the staff is unable to assist. Consult with department managers on issues, as needed.
- Assist with staff evaluations and coaching meetings and provide input on both. Coach employees and provide feedback on ways to improve their performances and establish goals. Follow up with employees to evaluate progress and ensure improvement.
- Respond to staff questions and inquiries pertaining to resort policies and services.
- Establish, communicate and reinforce Company policies, procedures and standards with the staff.
- Monitor staff performance and measurable results, and manage to individual performance.
- Keep accurate records of all staff performance issues.
- Keep the Guest Services Manager informed of any guest, owner or staff issues.
- Perform all the duties of a Senior Front Desk Associate.
- Oversee stock of inventory and supplies and place orders as needed. Verify deliveries are received
- Establish and secure reliable vendor relationships for supplies. Obtain quotes and prepare cost comparisons as necessary. Ensure lowest pricing is always negotiated and obtained. Act as liaison between vendors.
- Assist with the development of staffing schedules.
- Help close the loop on all feedback. Work toward NPS goals. Help ensure all guest and owner surveys are responded to.
- Foster strong cross-department communication and synergy.
- Organize team activities for staff to build morale and engage team members.
- Uphold and ensure all staff upholds the Hospitality Standards, Company Culture, Department Core Standards and observe Company policies and procedures.
- Be the “End of the Line” and resolve every situation inherited, not passing it along, whenever possible.
- Follow up on any situation that is not fully resolved at the time of the initial request.
- Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
- Respond promptly to all email and voicemail correspondence.
- Maintain a positive working relationship with all contacts, always being helpful and courteous.
- Adhere to Company appearance standards at all times. Dress professionally and wear name badge when required.
- Attend and participate in company-wide training sessions and department staff meetings. Attend outside training sessions as needed. Assist with the organization of annual “Listening Sessions” with the entire staff.
REQUIRED QUALIFICATIONS: These qualifications are required to be considered for this position:
- EDUCATION / EXPERIENCE: Previous customer service experience preferred.
- COMPUTER EXPERIENCE: Knowledge of Microsoft Office programs (Outlook, Word, Excel) with a minimum of one year of use of these programs. Ability to operate office equipment such as calculator, copier, fax, phone and scanner. Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system. Must be proficient with the company timeshare software program with six to twelve months of experience using this program. Must have knowledge of the internet and possess the ability to navigate it. Ability to utilize appropriate programs using a mobile device.
- REQUIREMENTS: Reliable mode of transportation to run errands.
- SUPERVISORY EXPERIENCE: One year of previous supervisory experience preferred. This position co-supervises up to 10 staff members.
- LANGUAGE ABILITY: Ability to speak, read, write and interpret in English. Ability to read and interpret business correspondence, instructions, job descriptions, memos, procedures, regulations, routine reports, rules and schedules. Ability to write business correspondence and procedures. Ability to speak effectively and present information to guests, owners, other employees of the organization, management, outside vendors and the general public. Ability to speak effectively before small groups.
- MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute commissions, discounts, rates and percentages.
- REASONING ABILITY: Ability to apply common sense understanding to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to define problems, collect data, establish facts and draw valid conclusions.
- 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.
- Stand and work at a computer workstation (using mouse and keyboard) over 2/3 of the time.
- Perform repetitive motion of the arms (elbows, wrists hands and fingers) over 2/3 of the time.
- Use hands and fingers to touch, handle, feel or grasp over 2/3 of the time.
- Speak and listen over the telephone, radio and in person over 2/3 of the time.
- Walk between 1/3 and 2/3 of the time.
- Reach with arms between 1/3 and 2/3 of the time.
- Lift between 10 and 25 pounds between 1/3 and 2/3 of the time.
- Sit, stoop, kneel, crouch or crawl under 1/3 of the time.
- Push using upper extremities to press with force in order to thrust forward, downward or outward under 1/3 of the time.
- Push using upper extremities to exert force to draw, haul or tug objects in a sustained motion under 1/3 of the time.
- Lift between 50 and 100 pounds under 1/3 of the time.
- WORK ENVIRONMENT: The environmental conditions the employee will have exposure to:
- Office or administrative environment over 2/3 of the time.
- Narrow aisles, passageways and small enclosed rooms (that could cause claustrophobia) between 1/3 and 2/3 of the time.
- Outdoor weather conditions (sun, ice, snow, wind, dust, rain, humidity) under 1/3 of the time.
- Extreme cold, below 32 degrees, under 1/3 of the time.
- Airborne particles and fumes under 1/3 of the time.
- Moving vehicles and moving mechanical parts under 1/3 of the time.
- Pets and pet dander in and around the pet friendly resort.
- Moderate noise.