JACKSON HOLE RESORT LODGING

JOB DESCRIPTION

TITLE: Guest Relations Coordinator

REPORTS TO: JHRL Operations Manager 

DEPARTMENT: JHRL Front Office

CLASSIFICATION: Full-Time, Year Round

FLSA STATUS: Non Exempt

GENERAL PURPOSE:

To provide the highest quality of customer service in overseeing the operation of the Front Desk, taking reservations and managing Concierge functions to provide JHRL clientele the highest quality service. 

ESSENTIAL FUNCTIONS:

• Greet all individuals entering the office in a polite and professional manner.
• Performs Front Office, Concierge and Courier duties according to established policies and procedures.
• Oversees all concierge duties, including the contracting and booking processes.
• Ensure accuracy of and oversee distribution of package lift tickets and rentals.
• Ensure accuracy of and oversee distribution of activity vouchers. 
• Oversees and manages Guest Relation matters in a professional and timely manner.
• Oversees VIP guest program.
• Oversees Lost and Found: coordinating with housekeeping, guest shipping and billing. 
• Oversees and responds to the weekly departure surveys in a timely and professional manner coordinating with other departments as needed.
• Oversees the Guest Relations Training and onboarding. 
• Oversees Ruebarue and the distribution of guest arrival information. 
• Provides supervisory support and training for Vacation Specialist and Guest Relations Agents.
• Encourages and coaches the goals and objectives to Front Desk staff consistent with overall goals of company.
• Maintain all relevant documents in proper files including but not limited to arrival letters, vendor contracts, vendor insurance, lost and found documents, etc.
• Perform other office duties as needed which can include but is not limited to the ordering of office supplies, oversees office equipment, and vehicle maintenance. 

OTHER FUNCTIONS:

• Work as a Vacation Specialist or Guest Relations Agent as needed
• Maintain all Front Office and supply areas in a neat and organized manner.
• Perform all duties pertaining to guest damages in conjunction with Homeowner Relations and Property Protection Insurance. 
• Assists Operations and Reservations Managers with additional duties
• Assists in hosting tour operators, VIP’s, media, special guests, travel, etc. as needed

-- Employees are held accountable for all duties of this job --

JOB QUALIFICATIONS:

KNOWLEDGE, SKILL & ABILITY:

• Strong verbal communication and sales skills. Must be able to give and receive information both orally and written in a clear and concise manner.
• Strong computer skills, proficiency in Microsoft Office Suite and ability to learn various software systems.
• Strong interpersonal skills and leadership abilities.
• Ability to work cross-functionally across departments and as part of a team.
• Strong desire to deliver high quality customer service.
• Detail oriented as it pertains to accuracy and efficiency.
• Ability to work nights and weekends and be on-call overnight and in the off season when hours are limited.

SUPERVISORY DUTIES

Number of Direct Reports: 3

Number of Total Reports: 3

WORK ENVIROMENT 

This position operates primarily in an office setting, that uses computers and phones daily. Most work is completed in an indoor environment; however, occasional outdoor work may be performed, which will cause exposure to extreme temperatures and varying weather conditions.

PHYSICAL DEMANDS

• Ability to sit for long periods of time at a desk, working on a computer and answering phones.
• Walking around the office when needed to ask questions or assist other members of staff.
• Extensive use of fingers to type and perform other computers work.
• Hearing and ability to give and receive detailed information through oral communication at normal speaking level both in person and over the phone.
• Ability to drive a motor vehicle in varying weather conditions.
• Ability to lift a minimum of 50 lbs.

POSITION TYPE AND EXPECTED HOURS OF WORK

This job is year-round full time and typically works during daytime business hours. Work is required on evenings and weekends, with after hours on-call shift required. Schedules and hours may fluctuate depending on business need. 

REQUIRED EDUCATION AND EXPERIENCE 

• High school diploma or GED equivalent
• Minimum 2 years previous reservations or customer service experience.

PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in hospitality or related field. 
• Minimum 5 years previous experience with resort operations, reservations, or customer service. 
• Knowledge of local Jackson Hole area

Note: This job description is not to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

EEO STATEMENT

Jackson Hole Mountain Resort is an AA/EEO Employer committed to a drug free workplace.