Summer 2019 Intern

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 where they will spend five to six weeks in each, 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:
o 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
o 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
o 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
o 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:
o Conduct face-to-face meetings with clients and maintain clear and consistent communication via email and phone
o Ensure that all work is carried out in a consistent, professional, timely and cost efficient manner
o Perform routine walk-thrus of the residence to ensure that the home is in constant state of readiness
o Effectively assess member/residence issues and resolve the issue in a professional and timely manner
• Housekeeping:
o Clean private homes in strict accordance with Yellowstone Club Cleaning Standards
o Load and unload vehicles at beginning and end of each shift
o Converse with the membership and guests in a hospitable and professional manner, being very cognizant of their needs and ensuring those needs are met
o Maintain a high level of attention to detail at all times


Other Duties and Responsibilities
• Rental Home Program:
o Confirm all important reservation details, provide keys (when necessary), directions, and any other information requested by the member or guest
o Complete thorough post-stay home inspections, ensuring all rental and owner items are accounted for
o 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:
o Establish and monitor preventative maintenance schedules
o Maintain proper control of materials and supplies
o Create and maintain quality home guides that outline the operation and maintenance of all systems within the residences
o Possess the experience and knowledge to detect and remedy warning signs
o Assist Residential Shopping team in procuring items requested by guests & delivering items to homes
o Arrange for small maintenance repairs when appropriate
o Prepare contracts for routine maintenance through outside contractors
• Housekeeping:
o Conduct regular inspections of the homes with a critical eye to ensure adherence to our cleanliness and operating standards while maintaining owner preferences
o Assist the Housekeeping Managers with supervising the daily operations of the Housekeeping department
o 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

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 where they will spend five to six weeks in each, 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:
o 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
o 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
o 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
o 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:
o Conduct face-to-face meetings with clients and maintain clear and consistent communication via email and phone
o Ensure that all work is carried out in a consistent, professional, timely and cost efficient manner
o Perform routine walk-thrus of the residence to ensure that the home is in constant state of readiness
o Effectively assess member/residence issues and resolve the issue in a professional and timely manner
• Housekeeping:
o Clean private homes in strict accordance with Yellowstone Club Cleaning Standards
o Load and unload vehicles at beginning and end of each shift
o Converse with the membership and guests in a hospitable and professional manner, being very cognizant of their needs and ensuring those needs are met
o Maintain a high level of attention to detail at all times


Other Duties and Responsibilities
• Rental Home Program:
o Confirm all important reservation details, provide keys (when necessary), directions, and any other information requested by the member or guest
o Complete thorough post-stay home inspections, ensuring all rental and owner items are accounted for
o 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:
o Establish and monitor preventative maintenance schedules
o Maintain proper control of materials and supplies
o Create and maintain quality home guides that outline the operation and maintenance of all systems within the residences
o Possess the experience and knowledge to detect and remedy warning signs
o Assist Residential Shopping team in procuring items requested by guests & delivering items to homes
o Arrange for small maintenance repairs when appropriate
o Prepare contracts for routine maintenance through outside contractors
• Housekeeping:
o Conduct regular inspections of the homes with a critical eye to ensure adherence to our cleanliness and operating standards while maintaining owner preferences
o Assist the Housekeeping Managers with supervising the daily operations of the Housekeeping department
o 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