Guest Services (Front Desk) - International Intern/Trainee
Phase 1 - Guest Service Introduction
Objective: The trainee will be introduced to Snow Mountain Ranch, the Guest Services Department, and the main communication system.
Tasks: The participant will receive a cross training, introducing them to the various departments at Snow Mountain Ranch including Guest Services and Rooms Management. The participant may spend more time in one department during the first month and learn how specific departments relate and coordinate with all other departments in Guest Services.
Phase 2 - Guest Service
Objective: To learn the importance of morning procedures performed by the Front Desk in both the afternoon and evening shift that contribute to Guest Service at Snow Mountain Ranch.
Tasks: In this phase, the participant will be exposed to the daily operations of the front desk. The participant will have direct exposure to customer service with guests. The participant will learn the reservation computer system, reservation procedures, and learn how the front desk interacts with all other departments within the rooms division.
During the AM shift, the participant will learn how to use Maestro to check in/out guests, run reports, check front desk arrival report, look at daily departures and check in-house reservations. The participant will check the front desk dashboard for any discrepancies, print out registration cards, meal tickets, maps and guest bulletins, run emergency report, look up group rosters, restrict phones, update room status, and check to see that all guests' packages, faxes, and messages have been delivered. This will continue on the PM shift, where the participant will also learn to print out the weekly bulletins, do a key inventory and print registration cards for the next day.
Phase 3 - Guest Service - Property Accounting
Objective: The participant's role will be to learn about the SMR property accounting and continue to build upon skills learned in phase 1 and 2.
Tasks: The most important part of this department is the guest services provided to the members and guests. The participant will get the most effective training and experience by serving our members and guests with on-the-job training and daily working experience in a progressive manner. With the above accumulative skills that the participant will acquire, they will be able to apply the skills in the appropriate field that the participant intends to work in. There will be specific training for certain tasks and a lot of one on one communication with guests, which leads to more confidence for each participant. On the job training is also a way that the participant can show what they have learned.
The participant will perform and learn the following tasks: Verify deposits for each department on SMR property, post each total for every account, make sure all house accounts balance individually, post guests charges to their individual accounts, and run an ending report to make sure that all the deposits balanced.
Phase 3 - Guest Service - Night Audit
Objective: During this phase of the internship training, the participant will develop all the skills necessary to perform the duties of a Night Auditor.
Tasks: The participant will be trained in basic hotel accounting methods, closing out the front desk and reporting receipts. The participant will learn to organize the front desk for the next business day by preparing guest bills for check out.
The participant will learn to perform the following tasks: Operate the Maestro system specific night audit functions/reports, check the correct status, emergency report, charge report, in-house report, and shift report. Also check to make sure there are no open folios, settle credit cards for the day, balance the deposit for the day, count safe for the property, count drawers and stamps, print reports for the property and association staff, daily weather report, ski report (winter), snow conditions (winter), and backup tape procedures in order to provide the most up to date information for guests.
Phase 4 - Quality Inspection
Objective: The participant will be learning about training and manuals as well as the Quality Inspection Team. The participant will also learn from Snow Mountain Ranch organization leaders about non-profit and family conference center management.
Tasks: The participant will review and make suggestions for updates to the training manuals in the following areas: income audit, switchboard and the winter activities guide. The participant will learn effective communication and training methods by teaching new employees in the front desk area about income audit. The participant will participate in the Quality Inspection committee at Snow Mountain Ranch by attending meetings and inspecting cabins and lodge rooms. The participant will attend a Department Director and Assistants meeting to learn about the communication and decision making process at Snow Mountain Ranch.
Additional Phase Remarks: The participant will have mandatory classes during the Fall, Winter and Spring seasons as part of their training program. The classes will cover a variety of topics. The leadership of the YMCA of the Rockies will hold classes on the operations of a hospitality business such as the YMCA of the Rockies, the financial processes of a non-profit that makes $25 million per year, how both Estes Park Center and Snow Mountain Ranch operate, basic notions on philanthropy and the importance of donations for the YMCA of the Rockies. There will also be speakers talking about professional skills necessary in the participant's future career such as Conflict Management, Diversity, Marketing, Public Speaking, Creating and Using High Performing Teams, and Maintaining Healthy Relationships in the Workplace. The participant will also learn about personal skills that are key in becoming independent such as how to Budget, Resume and Interview Skills. The participant will have to do 2 presentations, one in a local school about their home country and culture, and one in front of YMCA of the Rockies leadership and coworkers about YMCA in their home country.
- The phases order and dates might change.
- Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.
- Based on business needs, you may be required to work in other Departments and/or our other Center.
GENERAL YMCA OF THE ROCKIES REQUIREMENTS:
- Uphold and reflect the YMCA core values of Caring, Honesty, Respect, Responsibility and Faith in all functions
- Uphold the YMCA of the Rockies Mission, policies, and programs
- Possess excellent customer service skills; for example, friendly, personable, helpful, patient, and professional
- Support the Association safety program. Promote safe work practices and a safe environment for guests, members, and staff
- Promote a cooperative, positive, and flexible atmosphere while working with others in a diverse environment
- May be required to work evenings, weekends, and holidays, depending on the position
- Must meet acceptable criminal background check standards
This is a seasonal, hourly (based on 40 hours/week) position, paying $220/week, with employee perks including:
- Room (shared room in our staff dormitory with free wifi and no bills!)
- Board (3 buffet-style meals per day, 7 days per week)
- Other employee perks and discounts, including:
- Access to the YMCA of the Rockies facilities, which include: an indoor pool, basketball gymnasium, fitness classes, hiking/biking/skiing trails, climbing wall, library, and craft shop
- Free Grand Passes for skiing, rock climbing, mountain biking, and golf (dependent on season and resort - limited number available, first come first served basis)
- Free gear rentals for sports and outdoor activities
- Employee programming, including free or discounted staff trips, provided by the Human Resources Office
- Discounted nights at YMCA of the Rockies lodges (with some date restrictions based on season/occupancy)
We have a zero tolerance policy for alcohol or drugs on property; in addition, no drug use is tolerated (including marijuana) during your employment with us whether on- or off-duty.
You must submit three references with your application, including their name, phone number and email address.
Two references must be someone who know you professionally (former or current manager, supervisor, teacher, professor, coach, pastor, etc.) and one reference must be a family member.
If you are a rehire and have worked at YMCA of the Rockies Estes Park Center, Snow Mountain Ranch, or Camp Chief Ouray at any time during the past three years, references are not required.
ABOUT THE YMCA OF THE ROCKIES:
The YMCA of the Rockies operates two year-round family resorts and conference centers on each side of Rocky Mountain National Park: Estes Park Center located in Estes Park, CO; Snow Mountain Ranch located in Winter Park, CO; and Camp Chief Ouray, a summer resident camp for kids located on the Snow Mountain Ranch property.
Snow Mountain Ranch (SMR) is located on the western side of the Rocky Mountain National Park, in a more remote area of Colorado known as the Fraser Valley, near Granby and Winter Park. In the winter, SMR is home to one of the largest Nordic ski areas in the country, with over 100 km of trails on the 5000-acre property. Winters at SMR can last up to eight months, but for winter enthusiasts, there is no place like it, with days and days of powder. In the summertime, SMR is surrounded by back-country forests and trails, with opportunities to get your boots or wheels in the dirt for many hours of fun.
We employ people of all ages, from across the country and the world, who want to experience the mountains and support our healthy spirit, mind, and body mission. Join us!
Please call Polly Gallagher at 970-887-2152 ext. 4111, or email firstname.lastname@example.org.
Guest Services (Front Desk) - International Intern/Trainee
Snow Mountain Ranch
About the Organization
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Job Status: Seasonal