POSITION OBJECTIVE
Facilitate a seamless and elevated guest experience from arrival through departure. Greet and welcome arriving guests as they enter the resort. Assist both arriving and departing guests with luggage. Operate both SUVs and 14-passenger shuttle to assist guests with luggage and transportation around the resort. Ensure on-property transportation operates daily to provide guest satisfaction. Oversee Guest Services (Bell, Valet) and Adventure Concierge.
ESSENTIAL JOB FUNCTIONS
- Ensure the front door of the resort is never left unattended and all bellperson are always accounted for.
- Meet and greet guests and patrons at their car/ transport vehicle.
- Attend to and main lobby door and assist with all luggage duties, including but not limited to storing guest luggage upon request and assist with the loading and unloading of luggage in and out of vehicles.
- Monitor the main lobby, Porte Cochere, and guest-area pathways/ lawns for appearance and presentation.
- Assist Front Desk with check-ins/ check-outs based on business needs.
- During check-in process, luggage is placed on the luggage rack; and explanation of guest room master light switch operation, HVAC thermostat and Wi-Fi functionality, telephone extensions is completed, and ice is offered.
- Inform guests of all safety features and promote/ up-sell resort outlets, and amenities.
- Train new hires in our current Salamander standard operating procedures.
- Assist Front Office Manager with schedules for Guest Services staff based on resort occupancy and events, ensuring budgeted productivity and wages are met.
- Monitor arrivals and departures, VIP arrivals, and room moves.
- Advise valet drivers and bellmen of daily movements and meetings/events. Co-ordinate and dispatch on-property golfcart requests, and ASE airport and Downtown Aspen shuttle routes.
- The Bell Captain is in a guest-contact position and is required to answer guests' questions, point out Resort features, provide accurate information and handle requests, as needed.
- Ensure the resort vehicle fleet (golf carts, SUVs, and shuttles) is safe, functional, and well-maintained in both operation and appearance, including coordinating routine maintenance and third-party vendor services.
- Monitor for any violations, hazards or traffic circumstances on the campus. Address and resolve where possible, and report for escalation as needed.
- Arrange, contract and invoice all requested Private Transportation in-house services.
- Oversee the Adventure Concierge and ski valet and skier shuttle operation.
- Assist with Resort activations and programming.
- Ensure amenity deliveries and room drops are recorded, executed, and billed correctly.
- Assist the overall Front Office Department. This may include aiding the Bell stand with any additional request involving assignments as requested by the Front Office Manager.
- In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel.
EDUCATION/EXPERIENCE
- High school or equivalent (GED) education required.
- Must possess a valid US driver's license.
- Computer skills (Microsoft Office 365) required; experience with OPERA Cloud, Nuvola, EZFacility, Sertifi, and Salto preferred
REQUIREMENTS
- Must be able to facilitate the communication process: speak, read, write and English.
- Requires good communication skills, both verbal and written, and use of two-way radio device.
- Must possess basic computer skills.
- Must be able to respond to guest requests and business volume quickly and efficiently.
- Must be able to co-ordinate various operational tasks/ responsibilities simultaneously.
- May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
- 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.
- Must be able to stand and exert well-paced mobility for up to 4 hours or more in length.
- Must be able to exert well-paced ability to reach other departments and locations of the hotel on a timely basis.
- Must be able to easily use golfcarts to facilitate luggage transfer for guests.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
- Must be able to bend, squat and lift up to 75 lbs. on a regular and continuing basis.
- Must be able to maneuver carts and equipment weighing up to 250 lbs. on a regular and continuing basis.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Requires manual dexterity to use and operate all necessary equipment.
WORK ENVIRONMENT
- Most work tasks are performed indoors. The temperature generally is moderate and controlled by hotel environmental systems; however, must be able to work in extreme temperatures, i.e. The Front Drive (-2°F) or Golfcart operations (+90°F), possibly for one hour or more.
- Must be able to change activity frequently and cope with interruptions.
- Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
- Must be able to work effectively in a stressful environment, communicate with others, effectively handle/ assist customers and accept constructive criticism from supervisors.
- Most tasks are performed in a team environment with the Front Office Manager acting as the primary directive provider - based on operationally and financially backed information. There is minimal direct supervision.
- Perform any general cleaning tasks in public areas using standard hotel cleaning products to adhere to health standards.
- Ensure that all operations departments and employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
RECEIPT AND ACKNOWLEDGEMENT
I acknowledge and understand that:
- Receipt of the job description does not imply nor create a promise of employment, or an employment contract of any kind, and that my employment is at-will.
- The job description provides a general summary of the position however it is not all inclusive. I know of no limitations that would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor at any time that I am unable to perform these functions.
- Job duties, tasks, work hours and work requirements may be changed at any time.
- Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules, and regulations of Aspen Meadows Resort.
- I have read and understand this job description:
Benefits for full-time employees include but are not limited to the following with an employee contribution: Medical, Dental, Vision, Short-term Disability, and Long-term Disability after 90 days of employment. Employer-provided Basic Life Insurance and Basic AD&D are provided after 90 days of employment. 401K eligibility is available to full-time employees after 90 days of employment; part-time and on-call employees can qualify to participate in a 401 (k) plan after two consecutive years of working at least 500 hours or working 1000 hours in one year. Currently, 401K Match is $0.50 on the $1.00 of an employee's contribution up to 6%; there is a 5-year vesting period. Applications for all positions are accepted on an ongoing basis.
Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.