Residential Services Internship - Summer 2023

Purpose:  The purpose of the Residential Services Internship is to provide in-the-field work experience to current University students looking to gain hospitality experience by participating in an approved internship program. The Residential Services Internship was designed to give interns the opportunity to rotate through the Departments in Residential Services.  Over the course of a season they will gain valuable hands-on experience and develop a deeper understanding of hospitality operations that will prepare them for a career in a related field. Interns will rotate through the Residential Services positions learning the competencies of the Rental Home Program, Property Management & Housekeeping. 

Major Responsibilities

• Ensure that each member and guest receives outstanding guest service in a guest friendly environment which includes greeting and acknowledging every member and guest, maintaining outstanding service standards, solid product knowledge and all other components of guest service.
• Be empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing Yellowstone Club professionally with our members and guests and assure that all transactions with guests are handled in a legal and ethical manner.
• Understand and apply all property safety and security procedures to maintain a secure and safe environment for employees, members, and guests at all times.  In the event of an accident or emergency, seek medical attention if necessary and contact the General Manager or Human Resources immediately. 
• Maintain a favorable working relationship with all company employees to foster and promote a positive working environment.
• Maintain a high level of confidentiality as it pertains to guests, owners and staff information.  Does not speak about guests/owners to anyone other than team members.

Essential Job Functions: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Rental Home Program:
  1. Deliver a flawless and memorable experience for each Yellowstone member and guest staying in one of the Club’s rental homes, chalets, cabins, or condos
  2. Oversee rental home preparations and inspections, and provide a warm and thorough welcome and orientation of each home upon the member or guest’s arrival including an efficient check-in
  3. Provide personalized and anticipatory guest service throughout the member or guest’s stay, including responding to general service requests, resolving guest service issues, and taking ownership of each and every member and guest experience within the rental program
  4. Serve as the main point of contact for member and guest services, coordinating with other departments as needed to ensure any requests or issues are promptly resolved
• Property Management:
  1. Conduct face-to-face meetings with clients and maintain clear and consistent communication via email and phone
  2. Ensure that all work is carried out in a consistent, professional, timely and cost efficient manner
  3. Perform routine walk-thrus of the residence to ensure that the home is in constant state of readiness
  4. Effectively assess member/residence issues and resolve the issue in a professional and timely manner
• Housekeeping:
  1. Clean private homes in strict accordance with Yellowstone Club Cleaning Standards
  2. Load and unload vehicles at beginning and end of each shift
  3. Converse with the membership and guests in a hospitable and professional manner, being very cognizant of their needs and ensuring those needs are met
  4. Maintain a high level of attention to detail at all times

Other Duties and Responsibilities  

• Rental Home Program:
  1. Confirm all important reservation details, provide keys (when necessary), directions, and any other information requested by the member or guest
  2. Complete thorough post-stay home inspections, ensuring all rental and owner items are accounted for
  3. Serve as a coordinator for the Residential Experience Coordinators, dispatching teams and assigning tasks based on team assignments. Responsible for updating any relevant information that is associated with in-house and upcoming rental reservations
• Property Management:
  1. Establish and monitor preventative maintenance schedules
  2. Maintain proper control of materials and supplies
  3. Create and maintain quality home guides that outline the operation and maintenance of all systems within the residences
  4. Possess the experience and knowledge to detect and remedy warning signs
  5. Assist Residential Shopping team in procuring items requested by guests & delivering items to homes
  6. Arrange for small maintenance repairs when appropriate
  7. Prepare contracts for routine maintenance through outside contractors
• Housekeeping:
  1. Conduct regular inspections of the homes with a critical eye to ensure adherence to our cleanliness and operating standards while maintaining owner preferences 
  2. Assist the Housekeeping Managers with supervising the daily operations of the Housekeeping department
  3. Cleaning duties include but are not limited to:
     • Making Beds/Stripping Beds
     • Sweeping/Mopping
     • Dusting & High dusting using ladders
     • Cleaning dishes
     • Cleaning showers, tubs, sinks, toilets
     • Using various types of cleaning chemicals
     • Loading/unloading washers, dryers and dishwashers
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Club policies,  procedures, and standards of service to achieve the overall objectives of this position
• Meet departmental productivity, organization, punctuality/attendance and consistency standards

• Maintain a positive and respectful attitude
• Maintain privacy of our Members at all time
• Maintain a clean and neat appearance at all times
• Communicate regularly and effectively with all employees, supervisors, managers and directors
• Perform work in a safe and high quality manner
• Project a favorable image of Yellowstone Club to Members and guests at all times

• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.  Long hours may be required due to business demands. This includes the ability to work one night audit shift per week

• Ensure work space is always neat and organized 
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time

Disclaimer:  

This job description is only a summary of the typical functions of this position and should not serve as an exhaustive or comprehensive list of all the possible duties, tasks and responsibilities being performed by people assigned to this classification.   All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.   

Experience/Education Required

• Currently enrolled as a degree-seeking college or university student
• Strong communication and correspondence skills with the ability to maintain sound working relationships and communications with members, management, and staff
• One year of hospitality experience at a hotel, private club, or other hospitality venue

Certificates & Licenses

Valid State Driver’s License

Computer Skills

Intermediate level of experience in Microsoft Office systems

Language Ability

Able to speak clearly and effectively with Members, guests, co-workers, vendors and other Yellowstone Club departments.  Able to write clearly and legibly.  

Math Ability

Able to perform basic math calculations.

Reasoning Ability

Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment.  However, the employee may be required to work outside in extreme heat, cold, rain, wind, snow or inclement weather as the demands of the position so dictate. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to talk and/or hear. The employee is constantly required to stand and walk, climb or balance and stoop, kneel, bend, crouch, or reach with hands and arms. The employee is frequently required to lift up to 30 pounds The employee is also required to have visual acuity to perform an activity such as but not limited to: preparing and analyzing data and figures, reading plans and project related materials, visual inspection involving property maintenance, drive a Club vehicle, inspect for hazards and safety violations, and/or operate machinery as related to the position.

Receipt and Acknowledgment  

I acknowledge and understand that: 

• The job description provides a general summary of the position in which I am employed.   The contents of this job description are job requirements and, at this time, I know of no limitations which would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor if at any time I am unable to perform these functions. 
• Job duties, tasks, work hours and work requirements may be changed at any time due to business demands, by the Club. 
• Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of Yellowstone Club.
• I have read and understand this job description as outlined herein.  I have been allowed to ask questions in order to clarify any points listed on this job description.