Job Overview
Brasada Ranch is a special getaway not only for our guests, but for our employees as well. The view of the Cascade mountain range is stunning and a perfect backdrop to spend the day away from home. We specialize in making lifelong memories for people visiting us from all around the world, and for making lifelong memories with each other working as a team at this wonderful resort. At Brasada, we are building something special that is more than just a job. It is an opportunity for an experience that will stay with you.

Role Description

As a member of our Guest Services team, you are the most important ambassador of Brasada. You have the most contact with guests and therefore have the greatest opportunity to ensure that their vacation with us is flawless. You will be expected to have the ability to hit the ground running and quickly become an expert on Brasada and all of our offerings.

The purpose of this position, as a member of the Guest Services Leadership Team, is to provide supervisory services in support of the Director of Resort Operations, Guest Services Manager, and Guest Services Assistant Manager for all Guest Service departmental (including front desk, concierge, cabin host, and command center) duties and responsibilities. To provide service to guests and fellow team members in a manner that meets or exceeds resort standards and to comply with established company and departmental policies and procedures.

General Responsibilities

· Oversee the daily operations and checklist items of the Guest Service Department

· Work with the Guest Services Manager to implement, train, and audit all guest service employees on the front desk, rental, concierge, command center, and cabin host SOPs Ensure proper billing, inventory, and scheduled maintenance are completed to ensure proper revenue generation for the resort

· Support Front Desk and Guest Service team with all guest recovery issues that may arise, ensure adequate recovery attempts have been made, and follow up with guests after to ensure complete satisfaction.

· Work with Guest Services Manager to generate equitable schedules that cover all basic and specific needs based on occupancy and group resumes

· Work with Guest Services Manager to submit invoices, monitor inventory par levels, and communicate/handle ordering as needed.

· Work with Guest Services Manager to ensure proper time clock usage, manage time sheets, and enter manual punches.

· Work with Guest Services Manager to implement new programs, including but not limited to: training, amenities, experiences, etc.

· Attend regular manager meetings in addition to or in place of the GSM

· Based on the above, create and delegate specific tasks to different team members (AM/Evening/Overnight) and build accountability for completion or hand-over to oncoming team

· Coach team members when service and/or performance gaps are identified and mediate minor team issues to resolve conflicts

· Work with Guest Services Manager to resolve major performance gaps or team issues

· Have an in-depth understanding of resort systems and take ownership of admin duties for user logins, charging functions, and system updates

· Monitor resort vehicle usage tracking cleanliness, service needs and mileage, reporting to the Director of Guest Services when attention is needed

· Review checklists and night audit work daily to ensure appropriate audit of prior day actions

· Have an in-depth understanding of resort systems and take ownership of admin duties for user logins, charging functions, and system updates

· Regularly act as the Manager on Duty for evening shifts both weekday and weekend

· Complete all responsibilities of all Guest Services Department roles.

· Perform additional responsibilities and duties as assigned.

Experience/Qualifications:

· 2-5 years previous guest service supervisory experience is preferred.

· Excellent written and oral communication skills required.

· Knowledge and enthusiasm for Central Oregon outdoor and other activities strongly desired.

· Positive interpersonal skills required.

· Excellent computer and typing skills are required. Excel and Word proficiency desired.

· Excellent listening and comprehension skills required.

· Must have a valid license with the authorization and ability to drive company vehicles.

· Must be able to remain standing for long periods of the day.

· Ability to lift and carry items up to 25 lbs. without assistance.

Perks

• Medical, dental, vision benefits available
• 401k with company match
• Free golf availability for all team members
• Free trail ride on horseback through Brasada Trails
• Discounts at all F&B outlets and all retail
• Athletic Center day pass for family
• Discounted spa treatments
• Free birthday lunch
• Invitations to team events and parties

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Night shift

Ability to commute/relocate:

• Powell Butte, OR 97753: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Guest services supervisor: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: One location

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