Guest Services – Conference FocusINTERNATIONAL TRAINING PROGRAM Snow Mountain Ranch, YMCA of the Rockies

This Exchange visitor program is designed for a citizen of a foreign country. The Intern and Trainee program offers the opportunity to add an international experience in your field of study or expertise.

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Phase 1 – Orientation

Objective:

Snow Mountain Ranch is located approximately 12 miles north of Winter Park in Grand County, Colorado. Snow Mountain Ranch’s 5,100 acres are sprinkled with cabins for individual families to rent, lodge rooms to host families and groups, and large reunion cabins that were designed specifically with family reunions in mind. There are also campgrounds and yurts available to rent. More than 60 miles of trails on Snow Mountain Ranch’s property are perfect for cross-country skiing and snowshoeing in the winter and biking and hiking in the summer. Indoor activities include swimming, a climbing wall, roller-skating, a craft center and more. The Intern/Trainee will be the Conference Trainee learning how Snow Mountain Ranch hosts its large groups and family reunions. The goal for this phase is for the participant to be introduced to Snow Mountain Ranch, YMCA of the Rockies through orientations and initial Guest Services Training.

Task:

The participant will perform and learn the following tasks:

  • Attend Snow Mountain Ranch Orientation as well as International Training Program Orientation.
  • Learn Maestro PMS system by shadowing Conference staff members.
  • Use email and phone to confirm details of large group contracts by shadowing conference staff members.

Phase 2 - Conference - Family Reunions

Objective:

One of the most successful sectors of business that Snow Mountain Ranch offers is in Family Reunions. The property has cabins and facilities specifically tailored to these events. The participant will learn how Snow Mountain Ranch prepares families to have a successful reunion at Snow Mountain Ranch. The most important part of this department is the customer service provided to the members and guests. The Intern/Trainee will get the most effective training and experience by partaking in on-the-job training to serve our members and guests, as well as daily working experience in a progressive manner.

Task:

The participant will learn large group contract preparation, advanced English skills, experience and knowledge of the hospitality industry, computer experience and skills (Maestro PMS System) as it relates to reserving meeting spaces and planning for family reunions. The Intern/Trainee will perform and learn the following tasks:

  • Use email and phone to confirm details of a group stays.
  • Book activities for a group as needed.
  • Take deposits and final balances for a group.
  • Write and revise family reunion cabin contracts.
  • Check in and out groups of ranging size and market segment.

Phase 3 – Guest Services: Front Desk

Objective:

The most important part of this department is the customer service provided to the members and guests. Applying the skills learned in previous phases, the participant will be able communicate effectively with the guests. There is a lot of one-on-one communication with guests which will build their confidence to deal with complaints and concerns.

Task:

The participant will perform and learn the following tasks:

AM Shift Tasks:

  • Reports: Arrivals, Departures, In-House, Room Discrepancies, VIP In-House, Emergency
  • Verify Registration Cards are printed for the day's arrivals and make sure meal tickets, maps and the guest bulletins are attached.
  • Guest Check-ins and Check-outs and Update Room Status according to Housekeeping Reports
  • Log guest packages, faxes, and messages and make sure all are delivered

PM Shift Tasks:

  • Reports: Arrivals, Departures, In-House, Room Discrepancies, VIP In-House, Emergency
  • Perform bucket check by removing old registration cards and then sorting alphabetically
  • Print registration cards for the next day and make the packets

Phase 4 – Center Services and Support

Objective:

In order for the participant to best assist guests that will be arriving to Snow Mountain Ranch, they will further explore the Guest Services Department by learning about Conference Services. Building on phases 1, 2, and 3, the purpose of this phase is for the Intern/Trainee to learn more about the conference department.

Task:

The participant will learn and perform the following tasks under the supervision of the Conference Services manager:

  • Meeting room set-up & break-down, Management of refreshment orders, Management and handling of A/V equipment, Dispersal and retrieval of roll-away beds, cribs, high-chairs and A/V equipment.
  • Lobby inspections: - Coffee machines: boxes and condiments are stocked - Brochure racks are stocked and organized
Additional Phase Remarks

The participant will receive 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, the financial processes of a non-profit, 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 (topics are subject to change). The participant will also learn about personal skills that are key in becoming independent such as how to Budget, Resume Writing 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 supervisors and coworkers about the YMCA in their home country.

Note

The phases, topic of the offered classes and dates might change.