Director of Front Office - TSG Ski & Golf, LLC : Job Details

Summary: Oversees all Front Desk and Guest Services functions and supervises employees on a daily basis. Direct and work with supervisors and employees to carry out procedures ensuring an efficient check in and check out process. Ensures the highest level of guest and employee satisfaction and maximizes the financial performance of the department. Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Utilizes interpersonal and communication skills to lead and encourage the team, building an environment of trust, respect and cooperation.
• Supervises and directs employees, managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Develops departmental procedures and standards in order to ensure guest experiences are elevated.
• Ensures the proper training of all employees to the standards established by the Peaks Resort & Spa.
• Direct involvement with all hiring, counseling, and terminations.
• Analyzes information and evaluate results to choose the best solution and solve problems.
• Provides and creates experiences that exceed guest expectations.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors and sets a positive example for guest relations.
• Displays outstanding hospitality skills; being attentive friendly, helpful, and courteous to all guests and fellow employees at all times.
• Motivates employees to provide excellent customer service.
• Interacts with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Develops specific goals for the team; create and execute plans to achieve set goals.
• Handles complaints and resolves any conflicts.
• Attend meetings/training as required by management.

Supervisory Responsibilities: Supervise a staff (front desk, concierge, and PBX) and a contracted 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. Education and/or Experience:

• Required: High school diploma or GED and 2 years of experience in the guest services, front desk, or related professional area.
• Preferred: 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Language Skills:

• Excellent written and oral communication skills
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to convey information and ideas clearly
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Strong interpersonal skills

Mathematical Skills: Ability to calculate figures and amounts such as rates, taxes, discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Reasoning Ability:

• Ability to deal with standardized situations with only occasional or no variables
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Strong organizational, problem-solving, and analytical skills.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work with and understand financial information and data.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to manage priorities and workflow
• Interpret Financial Reports and provide expertise on (projected) Revenue vs. Expenses.
• Project and Maintain acceptable payroll commitments.
• Guide business decisions by staying on top of industry trends.

Computer Skills: To perform this job successfully, an individual should have knowledge of Outlook, Explorer Internet software; payroll software, Inventory software; POS software, Excel Spreadsheet software and Word Processing software. Other Qualifications:

• Must be able to work nights, weekends, holidays and overtime.
• Must be able to multi task.
• Must routinely meet deadlines.
• 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 sit for long periods of time, 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 must be able 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.The pay rate range for this position is $65,000-$80,000 DOE FTYR Benefits include Group Health (Medical, Dental, Vision, Life & AD&D), 401(K) Match, Flexible Spending, Paid Time Off, Mix of Vacation Time/Sick Time Benefits include ski pass, dependent passes (for full time commitment), discounted lift tickets, lift tickets at other CO resorts, discounted employee shuttles and discounted meals and lodging and ski school discounts