Guest Services Representative

Description

Guest Services Representative

Location: Breckenridge, CO

Position Type: Full-Time Non-Exempt

Compensation: $22.75 - $26.13/hour DOE

Schedule: Flexible

About the Role:

As a Guest Services Representative at Breckenridge Grand Vacations (BGV), you are the very embodiment of our Sharing Smiles philosophy, serving as the first and most important point of contact for guests beginning their journey with us. You are more than a team member; you are the welcoming heart of our sales gallery and a pivotal force in creating the unforgettable experiences that define our brand. At BGV, Summit County's largest private employer, we cultivate a culture of joy, connection, and community impact for our Owners, Guests, 650+ employees, and beyond.

In this guest-facing role, you'll be the cornerstone of our sales team's success, orchestrating seamless tour coordination, delivering exceptional service, and supporting the journey that turns guests into lifelong owners all from the breathtaking Rockies, where mountain living meets purpose-driven work. We're looking for a high-energy, adaptable professional who thrives on human connection, excels in a dynamic environment, and lives to Share Smiles within a workplace consistently celebrated as a Top National Employer (Denver Post, USA Today).

At BGV, this role isn't just about managing a front desk; it's about being a genuine ambassador of joy and optimism. Your work ensures every interaction is an opportunity to connect, delight, and build lasting relationships. If you're ready to turn your passion for service into our mission of Sharing Smiles, join us in shaping the future of Grand Vacations where your positive energy powers not only business success, but a thriving community.

Key Responsibilities:

• Welcome and engage all guests and owners with warmth and professionalism as the first impression of the sales gallery.
• Clearly communicate the benefits of touring with a sales agent and expertly coordinate daily tour schedules and manifests.
• Manage front desk operations, including opening/closing procedures, maintaining a clean and organized workspace, and stocking supplies.
• Provide comprehensive administrative and sales support, including data entry, generating reports, creating owner cards, and managing marketing materials.
• Prepare, distribute, and manage inventory of tour gifts.
• Resolve guest scheduling inquiries and concerns per our "End of the Line" service philosophy.
• Uphold all company core standards, hospitality protocols, and booking policies.

Requirements

• High school diploma or equivalent.
• Prior customer service experience in hospitality, sales, or a related field.
• Exceptional verbal and written communication skills with a professional and friendly demeanor.
• Proficiency with Microsoft Office and the ability to quickly learn new software systems.
• Strong problem-solving skills and composure under pressure.
• Ability to work a flexible schedule, including weekends and holidays.

Preferred Qualifications:

• Previous experience in a resort, hotel front desk, or sales support environment.
• Strong organizational and multitasking abilities.

Career Advancement Pathway

Guest Services Representatives may advance to Guest Services Representative II ($24.00-$27.63/hour) after 90 days by demonstrating proficiency in four core areas: Tour Coordination & TSW Systems, Cross-Property Operations, Premium & Inventory Management, and Leadership & Administration. Promotion is earned by successfully completing a Skills Validation Checklist, verified through supervisor signoffs and hands-on demonstrations.

1. Tour Coordination & TSW Systems

Shadow Tour Coordinators for 3 months:

• Understand availability & booking policies.
• Assist TCs with policy questions.
• Perform TC tasks weekly with little to no error.

Complete 14-day pre-assigns 8x over 2 months:

• Print pre-arrivals every Monday.
• Identify pre-assigns per manual requirements
• Ensure all add-ons are assigned.
• Completely fill in all tour details on the manifest.
• Train new hires on tours with no booker.

1. Cross-Property Operations

Complete shadow shifts across all departments (3-month period):

• GC8 Front Desk (2+ hrs.): Understand reservations/check-ins.
• OPC (2+ hrs.): Understand tour creation & gifting.
• Concierge (2+ hrs.): Understand qualifications for owners/non-owners.
• MGS (1-2 hrs.): Understand booking stays & tours over phone.
• Owner Relations (1-2 hrs.): Listen to owner calls & recap issues.
• Contracts (1-2 hrs.): Sit with Contract Writer and CVR.

Verification: Recap learnings for the team and ability to train others.

1. Premium & Inventory Management

Perform monthly premium audits for 3 months.

• Count all premier jackets for inventory accuracy.
• Call out discrepancies and advise on purchases.
• Review Teams weekly for missing transactions.
• Ensure safe is adequately stocked.

Verification: 100% monthly inventory accuracy.

1. Leadership & Administration

Demonstrate advanced leadership skills:

• Make sound decisions based on tour flow and availability.
• Lead Sunday SGS Front Desk touch base meetings.
• Email weekend recap issues & follow-ups to leadership.
• Follow up Monday on outstanding guest/team issues.
• Assist and guide team members without taking over.
• Follow training plans for new hires.

Verification: Supervisor observation and error-free performance.

Compensation & Benefits:

• Health, vision, and dental insurance plans
• Company-paid life insurance coverage
• Voluntary Life and Accidental Death/Dismemberment Insurance
• HSA and FSA-Dependent Care Accounts
• Retirement plan
• Generous paid time off (PTO) and sick leave to support work-life balance
• Volunteer Time Off - Paid opportunities to give back to Summit County
• Bereavement leave
• Biannual bonuses
• Tuition Reimbursement Program
• Employee Wellness programs to support physical and mental health
• Lifestyle perks: Ski/Rec center pass loan programs, lodging and gear discounts, sporting/concert event tickets, pet insurance partner discounts and access to Summit Medallions: Occasional-use transferable passes for access to 6 premier resorts (A-Basin to Vail) via owners' program

About Our Company:

Breckenridge Grand Vacations is a locally owned resort developer with a 40-year history in Summit County. We've been recognized as a Top Workplace for our employee-focused culture and commitment to responsible growth and giving back to the place we call home.

Applications will be accepted until August 27, 2025.

We value diversity and welcome applicants from all backgrounds. Equal Opportunity Employer.