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Lodging Maintenance Technician

3 months ago

Winter Park, United States Winter Park Resort Full time

Please note, this position is located at Winter Park Resort in Winter Park, CO.

Year Round
Who We Are: At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.

Perks & Benefits:

  • Free season pass to Winter Park and all Alterra Resorts
  • Discounted friends & family tickets
  • Medical, dental, vision, life, paid parental leave and more for eligible employees
  • 401(k) plan with 100% company match - up to 4%
  • Mental health resources for all employees
  • Food & beverage and retail discounts
  • Onsite employee childcare based on availability
  • Discounted equipment rentals, pro-deals, and more

POSITION SUMMARY:

The Winter Park Resort Lodging Operation Manager will be responsible for the day to day leadership of the Housekeeping and Lodging Front Office divisions at Winter Park Resort including Zephyr Mountain Lodge, Fraser Crossing/Founders Pointe, The Vintage Hotel, Parry Peak Lofts and Iron Horse. Direct responsibilities include; front office (2) & housekeeping (2). Indirect responsibilities include: accounting, lodging administration, homeowner relations, purchasing, inventory management and departmental budget preparation.

The Rooms Division Manager ensures the highest level of guest & owner satisfaction; while maximizing financial performance for the departments. This person will work with each department to ensure a positive employee experience and work environment. The LOM will strive for continuous improvement and innovative services in all areas of the operation and be a key leader and contributor to the Quality Assurance Program (QA).

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts 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 Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

hourly pay range: $20 - $23 per hour

ESSENTIAL DUTIES:

Financial:
  • Works with the DLAM to prepare the budgets and operating plans for all Housekeeping and Front Desk Depts.
  • Works with the DLAM on business plans, growth initiatives and strategic direction.
  • Ensures that the individual BU's are focused on daily labor, expense and revenue management.
  • Prepares Lodging BU's monthly Variance and Forecast Templates
  • Manages "Just-In-Time" purchasing, maintains inventory systems, and follows ordering/receiving procedures.
  • Analyzes and assesses BU(s) capital needs in order to prepare BU(s) capital requests in concert with the DLAM and Lodging divisional needs.


Guest & Owner Services:
  • Ensures all day-to-day Front Desk and Housekeeping Operations are of the highest quality and according to established SOP's.
  • Ensures BU's are adhering to privacy best practices including Alterra Privacy Policy and Employee Privacy Policy.
  • Reviews and oversees the implementation of all training and development programs in the Front Desk and Housekeeping Departments including QA.
  • Unites Vintage Hotel and Condo staff in the Housekeeping and Front Desk departments by fostering an environment of commitment to one another with cross-training, regular communication, sharing best practices.
  • Ensures that "non-negotiable" service components are adhered to in all areas of BU(s).
  • Strives to exceed guest and owner expectations based on Net Promoter Scores and guest feedback.
  • Works directly with the Homeowner Relations Manager to ensure all owner requests, needs and issues are addressed within a timely manner.
  • Assists the DLAM with communication to the HOA Property Managers to ensure alignment of service and expectations.
  • Manages all common space at Vintage Hotel to ensure proper cleanliness and procedures are followed. Work with Maintenance as needed.
  • Establish and maintain a positive and mutually beneficial relationship with homeowners.
  • Uses all technology (Zingle, World NXT, etc.) to enhance guest and owner experience and create efficiencies for Front Desk.
  • Uses the Lodging divisional work order system (currently HotSOS) to log all owner/guest requests received and completed or to dispatch appropriate team members.
  • Acts as a coordinator and communications liaison with owners, guests, resort security, and emergency services depending on the situation. Follows all emergency procedures and initiates communication via calling tree as necessary.
  • Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies.
  • Work with Marketing and Call Center to ensure proper confirmation and prearrival communication is being sent to guests, including OTAs
  • Works with the DLAM to ensure key controls are in place and monitored.
  • Analysis and response to guest surveys related to BU(s).


Employee Experience:
  • Interview, train, lead, coach, and correct the Management Team for the Front Desk and Housekeeping Departments to ensure they have the skills & tools required to perform their job at the highest level while remaining engaged.
  • Works closely with the Front Office Managers and Housekeeping Managers, to ensure continuity of service, procedures, and employee experience regardless of season, day of week, or time of shift.
  • Provide inspirational leadership by encouraging self-growth and learning while holding the team accountable to personal and professional goals.
  • Ensure Employee Engagement Survey action plan is created and achieved in all BUs.
  • Performs regular one-on-one meetings with direct reports.
  • Communicates Human Resource items in a timely and professional manner.
  • Oversees recruitment and hiring for the Front Desk and Housekeeping Departments.
  • Ensures department scheduling is appropriate for business levels.
  • Manages a safe employee and guest environment and ensures required safety meetings and updates are delivered.
  • Is responsible for the Front Desk and Housekeeping staff following the established uniform and appearance policies and taking corrective action if necessary.

Other:
  • Collaborates with other Lodging divisions within Alterra on best practices and strategies.
  • Conducts all business with the highest level of integrity and professionalism.
  • Complies with all company policies and procedures.
  • Knows the Winter Park Resort Core Values and models them to other employees.
  • Ensures the Quality Assurance program is a primary focus.


This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

Education:

A BA Degree in business, hotel management or hospitality is preferred.

Hospitality Industry specific training is necessary component to this position.

Experience:

The ideal Lodging Operations Manager will have: excellent communication skills in all aspects; professional and appropriate business appearance and presentation; 3-5 years' experience in a comparable position in a similar operation; excellent knowledge of all aspects of Rooms Division Operations; excellent organizational and administrative skills; excellent guest service and problem resolution skills; the flexibility to meet the demands of a 24 hour operation; and the ability to work comprehensively with spreadsheets and budgeting packages.

Qualifications and Skills:
  • Is honest and demonstrates integrity
  • Practical experience managing Front Desk and Housekeeping departments highly recommended.
  • Absolutely reliable.
  • Personal accountability.
  • Follows established resort policies and procedures
  • Is able to manage confidential information
  • Reports to work exhibiting a professional appearance within defined guidelines
  • Is supportive of resort mission and core values
  • Sets a positive attitude for others to follow
  • Is comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisions
  • Has an eye for detail.
  • Is organized and capable of performing multiple tasks
  • Is trustworthy and self-directed in work tasks
  • Ensures that projects are completed including follow-ups on any identified issues or long-term concerns
  • Is able to handle a fast-paced working environment
  • Is flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needs
  • Prioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work.
  • Each guest encountered will be acknowledged, thanked and invited back
  • At the end of the day, you will know you had a positive impact on our guests
  • Employee will strive to exceed guest's expectations
  • Fulfills all owner and guest requests in a timely and professional manner.
  • Has strong knowledge of the resort/department, products, services, has experienced many of those products and services.
  • Listens carefully to owner and guest needs and expectations
  • Anticipates & quickly responds to all owner & guest needs and potential concerns
  • Communicates will all vendors in a professional manner at all times.


PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position is required to work evenings, weekends and holidays as needed.
  • Most work tasks are performed indoors- temperature is moderate and controlled by environmental systems.
  • Manual dexterity to operate a computer and other common office equipment on a constant basis.
  • Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
  • Must be able to stand and exert well-paced mobility for up to an average shift of 8 hours.
  • Must be able to lift up to 50 lbs. on a regular and continuing basis. Must be able to push and pull carts and equipment weighing up to 200 lbs. on a regular and continuing basis.
  • Must be able to exert well-paced ability in limited space and to reach different floors of the building on a timely basis.
  • Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
  • Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.
  • Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Requires manual dexterity to use and operate all necessary equipment and products.
  • Able to wear personal protective equipment including but not limited to non-slip shoes, protective eye wear, and protective gloves.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily - reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:
Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment.

Application Deadline:Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 3 business days from the posting date listed above. This position is open and still accepting applications.