Sr. Guest Service Manager - Year Round - Full Time

Year Round

Steamboat- Ski Town, U.S.A. ®  is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities. 

• Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees*
• Discounted skiing and riding for friends and family of eligible employees*
• Vacation and Sick Time policies for eligible employees* to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees.
• Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health.
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees*
• Free regional bus pass 

*Click HERE for more information on our employee benefits! 

For information on Steamboat Ski & Resort Corporation’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at https://www.steamboat.com/doinggood.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

POSITION SUMMARY  

Responsible to develop and maintain excellent guest service in the areas of front desk, bell service, and shuttle operations. Oversees all front office and shuttle department activities at the main front desk and centralized shuttle operations. Sets policy, reviews procedures, designs and implements systems for coordination and communication with other key departments for guest / owner needs. Develops radio protocols, driver protocols, implements training procedures, hires and disciplines staff, and directly oversees the Front Office Manager. Reviews front office schedules and approves staffing needs.  Develops and adheres to departmental budgets and monitors labor and department costs and charges. Assists executive team with shuttle contract negotiations, oversight of legal compliance, and reviews vendor & shuttle invoices. Performs fleet management processes related to leased & owned vehicles repairs, maintenance, filing insurance claims in event of damage/ accidents.  Holds independent decision authority for guest & owner refunds and coordinates vendor access. 

ESSENTIAL DUTIES

• Ensures excellent guest service throughout the department. 

• Designs and implements department structure and procedures. 

• Recruits and retains a quality, customer-driven workforce. 

• Hires quality employees, trains, approves payroll, and actively participates in planning, assigning, and directing work, appraising performance, addressing complaints and resolving problems. 

• Develops and implements training procedures to assure development and retention of a quality workforce and to ensure health and safety protocols are followed by all staff. This includes initial training and orientation for new staff, as well as ongoing training for experienced staff. 

• Understands TRACK reservation system to act as back up on an as-needed basis. 

• Confers and cooperates with other department heads to ensure coordination of guest and owner services such as housekeeping, maintenance, and shuttle; willingly fulfills required task(s) if the need arises. 

• Assures adherence to management company policies and established operating and safety procedures. 

• Performs team development to create orderly systems between shuttle teams and front office teams. Greets guests and owners, maintains a secure key control system to ensure the safety of our guests, owners, and their property. 

• Manages shuttle fleet and seasonal shuttle staff, including hiring, training, and scheduling. Ensures each shuttle is maintained for safety and cleanliness. 

• Directly manage the entire fleet maintenance & repair records, needs, and ensures vehicles are safe & clean at all times. 

• Responds to insurance and police inquiries related to all shuttle and bell vehicle accidents, ensures all internal SOP’s are adhered to and completed. 

• The Manager must maintain a satisfactory driving record and valid driver’s license in order to comply with our insurance requirements of livery drivers. 

• Drives to and from properties in a safe and lawful manner, always mindful of safety and adherence to the rules of the road. 

• Communicates across all levels of the organization and companies including Resort Group, Steamboat Association Management, Mountain Resorts, Simply Steamboat, and MR Realty. 

• Compliance with all company policies and procedures as well as any regulatory requirements 

• Other duties as assigned 

REQUIRED QUALIFICATIONS 

• Must hold valid driver’s license and record in good standing for insurability purposes 

• 3 years of managing staff 

• 3 years of Guest Services experience  

• Communicate clearly in English, both verbal / non-verbal, and written  

• Interact and maintain positive relationships with guests, co-workers and management consistent with Steamboat Ski and Resort Company’s Service Excellence standards

• Experience with managing a shuttle fleet, apps, and staff is a PLUS

• Microsoft Office experience

EDUCATION REQUIREMENTS

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related management experience and/or training; or equivalent combination of education and experience. 

The base hourly pay range below represents the low and high end of the Steamboat Ski & Resort Corporation’s hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Steamboat Ski & Resort Corporation’s total compensation package for employees. Other rewards may include many region-specific benefits. 

Steamboat Hospitality salary pay range: $62,500 - $75,000/year

PHYSICAL REQUIREMENTS 

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 walk, talk, see, hear, and operate a computer and other office productivity machinery.

WORKING CONDITIONS

Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.

Hazardous Materials/Noise: The noise level in the work place is usually moderate. 

This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Steamboat Ski and Resort Corporation and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety. 

 

Application Deadline: Recruiting timelines vary by position, however, all Steamboat Ski & Resort Corporation positions accept applications for a minimum of 4 days from the posting date listed above. This position is open and still accepting applications. 

 

This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause. 

 

Employment with Steamboat Ski and Resort Corporation or any of its affiliates is “at will” meaning either party may terminate the employment relationship at any time with or without cause and with or without notice. 

 

This position is in Colorado, and the work is primarily in Steamboat Springs, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado. 

 

Steamboat Ski and Resort Corporation and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Steamboat Ski and Resort Corporation and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.