Job Description

Principle Purpose of Job

The Guest Services Supervisor plays a crucial role in maintaining the Ranch's service excellence standards set by the Director of Lodging. They lead by example, training staff and ensuring exceptional guest experiences across all three properties. Operating across all locations, they oversee Guest Services operations and make decisions for the Front Office in the Director's absence, ensuring seamless guest experiences and upholding Ranch integrity.

Essential Duties and Responsibilities:

· Provide exceptional customer service to guests, ensuring their needs are met and exceeded throughout their stay.

· Oversee daily operations in Lodging, including Guest Services, Night Audit, and Baggage Wranglers at all DTR-affiliated properties.

· Assist in training new and current staff members.

· Create and manage schedules within budgetary constraints, ensuring adequate staffing for guest arrivals, stayovers, and departures.

· Perform Guest Service Agent and Baggage Wrangler duties according to DTR standards.

· Monitor inventory to maximize bookings and inspect rooms prior to guest arrival.

· Manage Concierge duties, including handling guest inquiries and arranging reservations.

· Cross-promote Ranch and Winter Park properties.

· Cross-train with Night Audit and Wranglers to provide assistance as needed.

· Update and maintain departmental training materials and evaluate policies' effectiveness.

· Uphold Ranch Service Standards and assist with Winter Park property oversight.

· Work all shifts as needed and assist with tasks assigned by management.

· Serve as a role model for teamwork, guest service, communication, and leadership; uphold safety standards and report any incidents.

Requirements

· 1-3 years of hospitality experience required.

· Previous supervisor experience and front desk experience preferred.

· Comfortable communicating accurately in English.

· Basic computer and email knowledge required.

· Ability to proofread and edit documents for spelling, grammar, and content accuracy.

· Willingness to learn lodging reservation systems

· Outgoing and friendly personality, with a passion for providing excellent customer service.

· Enjoyment of working with the public and ability to communicate effectively with guests.

· Strong organizational skills and ability to work well independently or as part of a team.

· Professional appearance and positive attitude.

· Flexibility to adapt to the needs of the department, resort, and affiliated properties.

· Ability to sit or stand for extended periods and lift/carry up to 20-30 lbs.

Benefits and Perks:

· 152 hours of Paid Time Off if FT, Year-Round employment status.

· Affordable furnished housing, if working a minimum of 35 hours/week or more.

· Health, Dental & Life & Vision Insurances, plus 401k Employer Match of up to $2,000 annually--if FT, Year-Round employment status.

· Employer-sponsored monthly events such as Avalanche, Rockies & Nuggets games, Zip-lining, Snow-tubing, Hiking, Bowling, Recreation Center, etc.

· Employer-sponsored Softball and Hockey leagues.

· Wellness Program opportunities including meditation, complimentary daily Yoga, trail running & mountain-biking workshops.

· 25% discounts at all Devil's Thumb Ranch restaurants, activities including Trail Rides, and Spa Treatments.

· Overtime for hours worked over 40/week.

· Discounted Winter Park Ski Resort season pass (available annually in season) or 1/2 price Grand Park Rec Center Pass.

· Referral bonus of $250 if we hire someone you refer.

Due to the nature of our 24-hour operation, there is no guaranteed work schedule. Managers will try to accommodate specific schedule requests, but they are never guaranteed if business volume prohibits.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this position, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise balance the workload.

Devil's Thumb Ranch Resort & Spa is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.