Job Analysis and Description: Resort Front Desk and Engineer Roles
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 The analysis reveals operational challenges such as outdated paper-based booking systems and personal hardships faced by employees.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.
- Comparing Two Resort Positions: Overview of front desk and maintenance engineer roles
- Front Desk Job Analysis: Front desk operations, customer service challenges, system inefficiencies
- Resort Engineer Job Analysis: Maintenance engineer duties, safety conditions, employee circumstances
- Data Collection Method: Research source and methodology documentation
- Front Desk Job Description: Formal job specifications, requirements, and responsibilities
- Regulatory Compliance and Best Practices: Legal and organizational standards for job descriptions
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What makes this paper effective
- Uses a concrete, real-world case study (CEO undercover experience) to ground abstract job analysis concepts in observable behavior and measurable outcomes
- Provides specific, actionable job description elements organized by category (education, skills, attitudes, duties, supervision) that could be used by actual hiring managers
- Connects job analysis findings directly to regulatory and compliance requirements, showing practical business value beyond theoretical exercise
- Identifies both strengths and gaps in current practices (e.g., obsolete paper systems, safety protocols), demonstrating critical analysis rather than mere description
Key academic technique demonstrated
The paper models structured job analysis methodology: observing actual work, documenting tasks and conditions, extracting skill and attitude requirements, and translating findings into a standardized job description format. This demonstrates the bridge between qualitative observation and formal HR documentation—a core competency in organizational behavior and personnel management.
Structure breakdown
The paper follows a classic job analysis framework: (1) comparative overview of two positions, (2) detailed analysis of each role (overview, results, recommendations), (3) transparent documentation of data sources, (4) formalized job description artifact, and (5) compliance justification. This progression moves from raw observation to actionable HR output, then validates that output against legal and business standards.
Comparing Two Resort Positions
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.
Front Desk Job Analysis
Overview and Work Process
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.
Key Findings and Challenges
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.
Recommended Improvements
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.
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