PURPOSE OF POSITION: To assist the General Manager and Assistant General Manager in overseeing the operations of Empire Pass. Duties include, but not limited to, financial performance, operational excellence of luxury standards and maintenance of the properties while providing leadership to staff through example, training programs and coaching. Develop & implement procedures and train staff to provide luxury levels of customer service using the Deer Valley Difference.

The Live-in Operations Manager is asked, but not required, to live at the property full time. If living at the properties a one bedroom residence is provided to the Operations Manager as part of the compensation package. All utilities are included. If not living at the properties compensation will reflect accordingly.

JOB REQUIREMENTS:

• Bachelor’s degree required

• Minimum three years of management experience in hospitality

• Must be able to manage the staff required for the daily operations in Empire Pass, including the HOAs and various individual property management contracts

• Understanding of budgets and front office accounting procedures

• Working knowledge of HOA management and specific governing documents

• Possess strong interpersonal verbal and written communication skills and the ability to develop professional relationships with Association Board of Directors, homeowners, guests and staff

• Possess tremendous patience and understanding, superior problem solving skills and have a great sense of humor and professional demeanor

• Monitoring and handling owner and guest complaints expeditiously to complete resolution or escalating as necessary

• Have excellent understanding of computer skills, systems, property management and guest services tools

• Able to provide leadership, coaching and mentoring

• Must be available for varied shifts, including holidays and weekends

• Must be able to multi-task, be organized, and prioritize effectively

• Must be able to lift 30 lbs., carry luggage and have a valid driver’s license, with good driving record

JOB DUTIES AND RESPONSIBILITIES:

• Coordinate various operations in Empire Pass, working with all departments and department managers to foster a spirit of teamwork and cooperation

• Maintain a high level of communication with other staff, departments, owners, guests and vendors. Work with preferred vendors and contractors to ensure that all services and work undertaken are completed to a high standard

• As a member of Deer Valley management TEAM, demonstrate and uphold all DVR policies and provide corrective discipline action when necessary

• Demonstrate proactive guest, owner and employee problem resolution with urgency, respect and empathy

• Document problems and resolutions and respond promptly to all owner and guest requests

• Work to cultivate and maintain owner / HOA relationships in order to help generate Rental Management Agreements with individual properties in Empire Pass

• Assist department managers to recruit, train, motivate, supervise, schedule and evaluate the performance of guest services staff  Check and approve timesheets

• Coordinate damage inspections of rental properties after each departure

• Receive and review incoming invoices. Upon department manager approval, code and submit check requests. Research any questionable invoices/discrepancies

• Ensure all month end procedures are accomplished in a timely fashion

• Ensure all operations in Empire Pass adhere to budgetary guidelines and service standards, implement controls/checklists as appropriate

• Concierge tasks including pre arrival communication, and making reservations for restaurants, transportation, childcare and other activities

• Provide guests directions, information and instructions

• Front desk tasks including answering phones, checking guests in and out, selling lift tickets and dealing with guest requests

• Bell related tasks, such as pick up/drop off of luggage

• Housekeeping oversight including deep cleaning projects, daily line-up meetings, ordering, inventory management and daily shift responsibilities

• Attend and participate in weekly department manager / staff meetings and HOA meetings

• Ensure staff professionalism through coaching, adherence to dress codes, maintaining uncluttered and well supplied workspace, proper training materials and clear channels of communication

• Have working knowledge of all department operations and cross train as needed

• Provide oversight related to all building management and maintenance issues, monitoring of maintenance projects to completion prior to owner or guest arrival, including working with sub-contractors

• Assist in managing and developing the annual operating budget for Empire Pass

• Attend association board meetings and annual meetings as required

• Other duties and responsibilities as assigned