This paper analyzes two positions at a resort operation: front desk attendant and resort engineer. Using an undercover CEO case study as a data source, the paper documents the key responsibilities, required skills, and working conditions for each role. The analysis reveals operational challenges such as outdated paper-based booking systems and personal hardships faced by employees. A comprehensive job description is provided for the front desk position, specifying educational requirements, necessary skills, required attitudes, core duties, and supervisory structure. The paper concludes by demonstrating how proper job descriptions ensure regulatory compliance with state and federal labor standards and support effective human resource management.
This analysis examines two critical positions within resort operations: front desk attendant and resort engineer. The case study is based on an undercover investigation conducted by Stephen J. Cloobeck, CEO of Diamond Resorts International, as featured on the television program Undercover Boss. During this investigation, Cloobeck worked directly alongside employees in both positions to understand the daily responsibilities, challenges, and working conditions inherent to each role.
The front desk position serves as the guest-facing entry point for the resort. Front desk staff are responsible for check-in and check-out procedures, guest communication, and initial problem resolution. These employees are the first impression guests receive and directly influence guest satisfaction and loyalty.
The resort engineer, or maintenance professional, is responsible for the physical upkeep and functionality of resort facilities. This role encompasses equipment repair, facility maintenance, safety inspections, and emergency response. While less visible to guests than front desk staff, maintenance directly impacts the guest experience by ensuring all systems operate correctly and safely. As observed during the undercover investigation, when maintenance is neglected, guest satisfaction suffers significantly.
Stephen Cloobeck was trained by Amanda, a front desk employee, on the standard operations of the front desk position. The role involves checking guests in and out, managing room assignments, processing payments, and responding to guest inquiries and concerns. Cloobeck discovered that the resort was still using an outdated, handwritten paper system for bookkeeping and scheduling—a practice that created inefficiencies and increased the risk of errors.
During his time at the front desk, Cloobeck observed several operational issues. The most significant was Amanda's practice of misleading guests about reasons for overbooking problems. Rather than honestly explaining that rooms were overbooked, Amanda cited false maintenance issues as the cause. This deceptive approach backfired, as guests saw through the false explanation and became frustrated. This finding highlights the importance of honest communication and transparent policies in guest relations.
In addition to operational challenges, Cloobeck learned about Amanda's personal circumstances. She was supporting her mother, who has multiple sclerosis, and was struggling to cover medical bills. Amanda also expressed a desire to work abroad, specifically in Ireland. These personal factors affected her job performance and overall well-being.
Cloobeck recognized that while the resort's overbooking response could be improved through better communication practices, the most critical upgrade needed was technological. The organization should transition from its paper-based booking and scheduling system to a modern computer-based reservation system. This upgrade would reduce errors, improve efficiency, and allow front desk staff to spend more time on guest service rather than manual paperwork. Such a transition would benefit both employees and guests by streamlining operations and reducing frustration.
Working under the assumed identity of Jack Fisher, Cloobeck was paired with Randy, a resort engineer, to learn the maintenance operations of the facility. The job involves a wide range of tasks, including welding, electrical work, lighting installation, HVAC system repair, and emergency response. During the shadowing experience, Cloobeck assisted Randy with several projects, including welding an air conditioning unit onto the building and replacing outdated lighting fixtures with new Diamond Resort standard lights.
Throughout the observation period, Cloobeck noted that Randy maintained reasonable safety practices. For example, when welding, Randy had a fire extinguisher readily available and wore protective clothing appropriate for the task. When working at height, proper ladder safety was observed. Despite the physically demanding nature and inherent hazards of maintenance work, the safety protocols in place appeared adequate for the tasks being performed.
During conversations, Cloobeck learned that Randy had previously owned an RV repair business. That business was acquired by another company, which subsequently declared bankruptcy while owing Randy $240,000. As a result, Randy and his wife were both working multiple jobs to cover their debts and maintain their household. Recognizing Randy's work ethic and difficult circumstances, Cloobeck provided substantial financial assistance: $150,000 to pay off the mortgage debt and an additional $50,000 bonus. This intervention addressed the root cause of Randy's financial hardship and acknowledged his dedication despite personal challenges.
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The candidate must possess at least a high school diploma or equivalent. Previous experience with cash registers and reception desk operations is required. The candidate will receive on-the-job training in cardiopulmonary resuscitation (CPR) and first aid prior to assuming independent duty. This training ensures that front desk staff can respond appropriately to guest emergencies.
Front desk attendants must demonstrate strong mathematical and computational skills to handle cash transactions, process payments, and manage billing accurately. They must work effectively under pressure, maintaining accuracy and courtesy even during busy periods or high-stress situations. Multitasking ability is essential, as the role requires simultaneously managing check-ins, phone calls, guest inquiries, and administrative tasks. Problem-solving skills are necessary to address guest complaints and operational issues promptly. The candidate should be comfortable working in a customer service environment and possess self-confidence in interactions with the public.
The ideal candidate is naturally welcoming, friendly, and outgoing. They should be comfortable interacting with guests from diverse backgrounds in various social environments. Energy, enthusiasm, and optimism are essential qualities that create a positive guest experience. The candidate must be a patient listener who demonstrates genuine care and concern for guest needs. Attention to detail and precision are required, particularly in recording information, processing transactions, and maintaining logs. The candidate should follow instructions carefully and adhere strictly to quality control standards and established protocols.
Additionally, the candidate must be a collaborative team player who can resolve conflicts professionally, maintain appropriate professional behavior at all times, and work systematically through assignments. They should be able to complete assigned tasks before deadlines and accommodate the needs of colleagues and guests. Flexibility and willingness to take on special assignments are important for supporting overall resort operations.
Front desk attendants are responsible for receiving incoming calls and greeting guests as they enter the facility. They must verify that all front desk equipment is in working order and properly maintain all operational logs. Housekeeping coordination is also part of the role, including ensuring that clean, washed, and dried towels are available and that the lobby is maintained in pristine condition. Security is a fundamental responsibility; the attendant must remain vigilant about their own safety and that of guests, implementing protocols to prevent theft, unauthorized access, and other security breaches.
Front desk employees report directly to the front desk manager and assistant manager. These supervisors provide daily directives, training, performance feedback, and support. The hierarchical structure ensures clear communication of expectations and accountability for job performance.
Proper job descriptions serve as the foundational documents for establishing fair compensation, conducting salary comparisons, performing job evaluations, and creating transparent salary structures within an organization. A well-crafted job description accomplishes several critical functions aligned with federal equal employment opportunity standards and state labor regulations.
"Legal and organizational standards for job descriptions"
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