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.

As a member of our Guest Services team, you are the most important ambassador of Brasada. You have the most contact with Members and guests and therefore have the greatest opportunity to ensure that their experience 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 and Guest Services Manager for all Guest Service departmental (including front desk, concierge, and guest service attendant) duties and responsibilities. To provide service to Members, 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.

Leadership Responsibilities

• Oversee the daily operations and checklist items of the Guest Service Agents and Attendants
• Work with the Guest Services Manager to implement, train, and audit all guest service employees on the front desk, rental, concierge and Guest Service SOPs
• Ensure accurate billing, inventory, and reporting of preventive maintenance
• Monitor proper handling of guest information (including credit cards) and ensure overall safety and security measures are being followed by all Guest Service staff
• Support Front Desk and Guest Service team with all guest recovery issues that may arise, then report actions taken or recommended to leadership
• Work with Guest Services Manager to generate equitable schedules that cover all basic and specific needs based on occupancy and group resumes, in compliance with approved annual labor budget.
• Coordinate with Guest Services team all aspects of a guest's stay, including pre-calls, itinerary generation, reception/check-in experience, transportation, billing, and quality assurance through departure.
• Ensure the Guest Services team is fully knowledgeable regarding all resort hours of operation and events, both regular and seasonal
• 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 team issues to resolve conflicts
• Assist in coordinating reservations in PMS to ensure equitable owner distribution
• Completion of relevant resort trainings in DPSST certification, first-aid/CPR, and OLCC requirements
• Monitor resort vehicle usage tracking cleanliness, service needs and mileage, reporting to the Director of Guest Services when attention is needed
• All other supervisory or financial duties as assigned

General Responsibilities

• Answer incoming calls with appropriate greeting, coordinate / market all resort and activity reservations (including overnight accommodations when the Reservation offices are closed), and assist with / anticipate all Member and guests' needs
• Serve as a liaison between resort guests/members and the resort's outfitter partners by providing guests/members with detailed, in-depth information about each tour/service that the different outfitters provide.
• Facilitate and confirm guest and member reservations with the Central Oregon outfitters with whom the resort has partnered.
• Facilitate and Confirm guest/member reservations for onsite Spa Brasada, Brasada Trails, dining & golf reservations.
• Upsell the Resort's outlets and offer comprehensive, appropriate concierge guidance for guests seeking off-site activities and dining.
• Effectively communicate with all departments on future activities, VIPs, and hours of operation.
• Translate reservations and activities into detail guests/member adventure itineraries that will be given to resort guests / members upon arrival.
• Explain resort products, services and other information about the resort as requested.
• Full comprehension of Springer Miller Systems (property management system), HotSOS, Alice resort concierge software, Jonas resort/club management, and all other relevant property support systems as necessary.
• Greet Members and guests warmly and perform registration procedures.
• Provide guests with appropriate room assignments, room keys, directions to the rooms, while up-selling Resort outlets and services when appropriate.
• Verify payment for stay including incidental costs by obtaining credit information.
• Assist guests with issues and complaints, with empathy and a focus on guest satisfaction and use supervisor support when necessary.
• Maintain accurate logs of mail, packages, parcels or other items for guest delivery.
• Accurate accounting of cash bank assigned to the Front Desk.
• Post charges to guest accounts as designated.
• Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due.
• Provide a detailed tour and orientation of the property and suite / cabins for all arriving guests
• Ensuring all communications with guests and owners are handled properly and communicated to a supervisory or managerial level when needed.
• Provide shuttle service.
• Assist with guest luggage.
• Deliver of guest request items.
• Maintains good personal hygiene and clean work environment.
• Ability to perform mild to moderate janitorial duties as needed.
• Assisting with requests, and questions.
• Other duties as assigned.

Experience/Qualifications:

• 1-2 years previous guest service supervisory experience is preferred.
• 2-4 years previous guest service hospitality in an upscale resort/hotel setting.
• 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