Front Desk Associate

Overview

Full job description

Breckenridge Grand Vacations builds, markets, and runs high-end vacation sites. It has been named a Top National and Colorado Workplace many times. The Grand Colorado on Peak 8 is looking for someone to work at the front desk. This job offers first-line customer service to resort owners and guests. The person in this role is in charge of the front desk and must do things like register guests, answer the phone, help guests with their requests, change room assignments, and follow resort rules. On February 16, the entry time will close.

A 2018 poll of BGV employees by the Denver Post named it the best big company in Colorado. We were again in the top five in 2020. USA Today named BGV a national top company in 2023 and 2024. We were also named one of the 2024 Top Workplaces for Culture Excellence in areas such as Leadership, Professional Development, Innovation, Employee Well-Being and Appreciation, Purpose and Values, and Compensation and Benefits. Putting smiles on the faces of our workers is part of what BGV is all about. Visit BreckenridgeGrandVacations.com to learn more about BGV and see our 40-year track record of success. The chosen individual will be paid based on their education, training, and experience linked to the job. If someone applies, BGV will not ask about their pay history or ask how old they are. The price offer will not be based on their past salaries. BGV’s Total Compensation plan is also part of this job:

• Life insurance for a group
• Plans for health, eye, and dental care
• Plan for retirement
• Bonus twice a year
• Bonus for hiring new employees
• Program that pays for college
• Growth as a professional
• A worker Wellness activities that help with both mental and physical health
• Programs that help the planet’s health through sustainability

A few of BGV’s unique FUN benefits are programs for ski/rec centre passes and ski medallions, discounts on lodging and purchases, discounts on outdoor gear, access to BGV’s Ball Arena suite in Denver for concerts and events, tickets to Rockies, Avalanche, Nuggets, and Rapids games, discounts on vacations through Interval International, employee outings, team sports, and the famous BGV Holiday Party!

THE MOST IMPORTANT JOBS AND DUTIES: Such as, but not limited to:

• Welcome guests and owners, take their information, and give them rooms. Help people with any questions they have about resort services, booking, shopping, eating, activities, and getting around.
• Tell owners and guests about important resort information and make sure they stop by the reception desk.
• Answer questions from guests and owners about bookings and how to use the property.
• Know how to make all kinds of bookings for guests and owners and help them make reservations whenever possible instead of sending guests to the bookings department. Answer the resort’s phones when they ring and make reservations as required.
• Check the guest room folios for clarity and make any changes that are needed. Talk to Night Auditor when you need to.
• Make sure that both Housekeeping and Engineering know about daily entries and leaves, as well as any plans made for the same day. Also, make sure that units are locked properly for guests who are coming in.
• Put all of Housekeeping and Engineering’s jobs into the company software and help them understand the notes about room moves, special cleans, maintenance problems, and requests from guests and owners.
  Help run the store called Grand Essentials.
• Take care of and run different projects. Take the lead in designing and putting in place the processes that will help you finish the jobs. Do what you need to do to make the projects work. Send in weekly data that can be measured.
• Strong contact and teamwork between departments should be encouraged.
• As needed, enforce resort rules by following resort policy.

Work out with the Night Audit and the Activities Desk to cover and help out as needed.

Follow the company’s rules and policies when it comes to hospitality, culture, and departmental standards.

• As much as possible, be the “End of the Line” and solve every problem you acquire instead of passing it on.
• If the problem wasn’t fully fixed at the time of the first request, follow up on it, but always think about what the guest or owner thinks is right.
• Try to close the loop (lessen or get rid of problems) in any case that can’t be fully fixed.
• Answer all emails and voicemails as soon as possible.
• Keep a good working relationship with all of your clients by always being polite and helpful.
• Always wear the right outfit and name tag, and make sure you always look the way the company wants you to.
• Go to and take part in training classes for the whole company and meetings for department staff.

MARGINAL JOBS: Tasks that aren’t seen as necessary for the job:

• When you need to stay in touch with the Engineering and Housekeeping teams, wear your radio and earpiece.
• As needed, help guests with their bags.
• Do any other tasks that are given to you.
• Follow the company’s rules for doing things that are good for the earth, like recycling, dumping, and saving resources, and take part in the company’s sustainability efforts.

QUALIFICATIONS: The person in this role must be able to do all of the necessary duties well in order to do their job well. The skills, information, and/or abilities that are mentioned are typical of what is needed. People with disabilities may be able to do the necessary tasks with the help of reasonable adjustments.

SKILLS, COMPETENCIES, AND ATTRIBUTES: The person who wants to do the job well should have the following abilities, skills, and traits: Keep up-to-date on all computer programs and information that are relevant to the job. * Give great customer service and anticipate their needs. You should be able to take GRAND vacations, pay attention to details, and be thorough and accurate. You should also give and receive feedback and ask for clarification when needed. You should treat others with respect and consideration, approach others in a tactful way, communicate clearly and persuasively in positive or negative situations and defuse tense situations, stay calm and empathetic in situations that can be difficult. You should balance your team and individual responsibilities, take

EDUCATION AND EXPERIENCE: It’s best if you have worked in customer service before.

COMPUTER EXPERIENCE: You should know how to use Microsoft Office apps like Outlook, Word, and Excel. Be able to use a personal computer, type by touch, and correctly record time spent in the right area using the company’s system for keeping track of time.

LANGUAGE SKILLS: Be able to read, write, speak, and translate in English. The person must be able to read and understand business letters, rules, schedules, procedures, regular reports, and notes. It’s possible to write business letters and notes in the system. The person must be able to give good information and answer questions from guests, owners, other workers, managers, outside suppliers, and everyone else.

Math skills include being able to add, remove, multiply, and split in all units of measure, using whole numbers, fractions, and decimals. The ability to figure out rates, savings, fees, and interest.

REASONING SKILLS: The ability to deal with a wide range of real-world factors and solve practical problems when there isn’t much standardisation. The ability to understand different kinds of directions, whether they are spoken, written, or in the form of a plan or a schedule.

DEMANDS PHYSICAL: The physical requirements listed here are typical of those an employee must meet in order to do the most important parts of this job:

More than two thirds of the time, stand at a computer desk and use a mouse and keyboard.
Talk and listen on the phone, the radio, and in person more than two thirds of the time.
Two thirds of the time, move your arms in the same way over and over again, focussing on your elbows, wrists, hands, and fingers.
Touch, handle, feel, or grab things with your hands more than two thirds of the time.
Over two thirds of the time, reach with your arms.
About one-third to two-thirds of the time, walk.
Less than one-third of the time, bend over, kneel, crouch, crawl, climb, or balance.
Use constant force to push against something and move your upper body to thrust forward, downward, or outward less than one-third of the time.
pull something by using your upper body to pull, haul, or tug something for less than a third of the time.
About one-third to two-thirds of the time, lift between 10 and 25 pounds.
Lift 50 to 100 pounds in less than a third of the time.
Needs to be able to see clearly up close, far away, in colour, and around the edges of your field of vision.
WORK ENVIRONMENT: The situations the worker will be exposed to at work, including:

Most of the time, they work in an office or administrative setting.
Some places that could make someone feel claustrophobic are close quarters, small hallways, passageways, and so on. This happens about two thirds of the time.
The weather outside, like sun, ice, snow, wind, dust, rain, and temperature less than one-third of the time.
Very cold, below 32 degrees, for more than an hour less than a third of the time.
Moving machines or cars for less than a third of the time.
Fumes and dust in the air less than a third of the time.
There are pets and pet hair in and around the pet-friendly lodge.
Not too much noise.
Program for Front Desk Associates to Move Up:

It’s possible for front desk workers at BGV to move up after working there for at least 90 days. For more information, see Front Desk Associate II Testing Program. When asked for, available.

Front Desk Associate II: You can become a Front Desk Associate II if you have all the skills of a Front Desk Associate plus the ones below:

OneBGV Front Desk: Interdepartmental training, understanding of parking and violations, and the ability to handle tough calls and conversations.
TSW Skills: Advanced TSW understanding and training in owner relations
Advanced Folio training, Shift-4 training, and basic security training were all part of the night audit.
Activities: Escape room training and activity training
Market: Knowledge of vendors, Lightspeed training, and Market/Grand Essentials Audit training
MOD: Know SOPs, get MOD training, and get training on the Post-Stay Survey. Pay range: $24 to $27.63.

IMPORTANT DUTIES AND RESPONSIBILITIES OF FDA II: These include, but are not limited to:

Do everything that a Front Desk Associate does.
Act as the top member of the Front Desk staff during Front Desk shifts by knowing a lot about TSW and being good at it.
As a member of the Front Desk team, show and remind people how to do things right.
Use the right tools and programs to support Night Audit coverage and make sure that all the right processes and procedures are followed.
Help with and cover Front Desk jobs at other properties, making sure you know how those properties work and what their routines are.
Help and support with activities tasks like running escape rooms, taking care of in-house activities, and making and sending gift boxes.
Lead by example by being kind, friendly, and professional with everyone on the property, including owners, guests, coworkers, and suppliers.
Offer support and help with bell/valet tasks by helping with bags, valeting cars, and doing parking counts and violator checks.
Help the Front Desk Supervisor make sure that the training information for Front Desk Agents is correct, full, and available to all staff.
Help the Front Desk Supervisor train the staff, and make sure that training is thorough and happens regularly.
Help the person in charge of the front desk keep an eye on the stock and materials and place orders as needed. Make sure it was delivered and accepted.
Help place and receive orders for Market and Grand Essentials, do monthly inventory and checks for Market and Grand Essentials, keep good relationships with vendors, and always follow the right steps.
Strong contact and teamwork between departments should be encouraged.
Help Front Desk Associates organise their work by setting priorities and assigning tasks, and be a point of contact for problems when a manager or supervisor isn’t available. Work with other Front Desk Associates and be responsible for making sure problems are solved to the highest standard without being supervised.
Help solve all of the guests’ problems and issues by being the Manager on Duty and following all safety rules.
Help and support with the Post-Stay Survey answers.
Help with other tasks as given by the Front Desk Supervisor, the Assistant Guest Services Manager, or the Guest Services Manager.