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Team Lead Front Desk

4 months ago

Breckenridge, United States Vail Resorts Full time

Create Your Experience of a Lifetime

Come work and play in the mountains Whether it's your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Benefits

* Ski/Mountain Perks Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
* MORE employee discounts on lodging, food, gear, and mountain shuttles
* 401(k) Retirement Plan
* Employee Assistance Program
* Excellent training and professional development
* Referral Program



Full Time roles are eligible for the above, plus:

* Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
* Free ski passes for dependents
* Critical Illness and Accident plans

Job Summary:

The Front Desk Team Leader provides guidance and leadership to the Guest Service Assistants ensuring consistent quality customer service is delivered. The Front Desk Team Lead will resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. They will make decisions and take action based on good judgment, communication, and SOP's.

Job Specifications:

* Outlet: Hilton Breckenridge
* Expected Pay Range: $22.00 - $25.99 / hour
* Shift & Schedule Availability:  Full Time, must be available to work holidays and weekends
* Skill Level: Advanced

Job Responsibilities:

* Welcome guests in a warm, friendly, prompt and professional manner.
* Oversee the registering of guests, issuing of room keys, providing information on hotel services and room location, and processing payments for stay and all guest room move request according to operating standards.
* Answer phones in a prompt and courteous manner with a pleasant, energetic voice
* Plan and implement upgrade strategy for all next-day arrivals.
* Perform all duties required of front desk staff and capable of assisting other property management, staff, and guests needs.
* Utilize all guest profiles and names, and provide preferences accordingly.
* Distribute mail/messages/faxes following SOP
* Maintain a high level of professional appearance, demeanor and ethics in dealing both with guests, co-workers and subordinates.
* Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels.
* Act as the Manager on Duty when necessary and carry out the duties required of a manager.
* Assisting the Manager on Duty with guest issues and requests.
* Assist with training new and existing front desk agents on the check in and check out procedures adhering to standards and ensuring quality service.
* Assist at other departments' front desks, internal and external, as necessary.
* Supervise the day to day front desk operations including the check in and check out procedures; ensuring rooms have been checked out and that guest's bills are correct.
* Anticipate guests' needs, respond promptly and acknowledge all guests passing by.
* Conduct site tours of the hotels guest rooms and general areas as needed.
* Handles confidential information, including guest records, with a high degree of integrity.
* Participation in training classes
* Ensures the department leads the charge in regard to recycling efforts and environmental initiatives.
* Ensures that the Front Desk is kept tidy and clean at all times
* Assist all other departments as needed to ensure a smooth operation
* Assists the Shift Manager with the daily room assignments
* Communicates all received Feed Back to the appropriate Managers and updates the Guest History
* Complies with all Resort policies, procedures and standards of operation.
* Embraces and promotes Vail Resorts Values.
* Other duties as assigned.

Job Requirements:

* Must be able to communicate fluently in English


* Friendly, strong people skills


* Somewhat strong computer skills



The expected pay range is $22.00 - $25.99. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 501429

Reference Date: 05/02/2024

Job Code Function: Front Office