Front Desk Agent- Year Round

2 months ago

Winter Park, United States Winter Park CO Full time

Year Round
Who We Are: At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.

Perks & Benefits:

  • Free season pass to Winter Park and all Alterra Resorts
  • Discounted friends & family tickets
  • Medical, dental, vision, life, paid parental leave and more for eligible employees
  • 401(k) plan with 100% company match - up to 4%
  • Mental health resources for all employees
  • Food & beverage and retail discounts
  • Onsite employee childcare based on availability
  • Discounted equipment rentals, pro-deals, and more
POSITION SUMMARY

The Front Desk Agent plays a critical role in the Winter Park Resort Lodging Division's Front Desk operations. The Front Desk Agent is the face of the Lodging Division for guests and resort staff during the daytime hours. Some key responsibilities of this position include the following: maintaining the Front Desk operation during day-time hours, responding to all guest service requests, performing check-in and check-outs, and performing QA on same day and next reservations. The Front Desk Agent will also follow all Winter Park policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

ESSENTIAL DUTIES
  • Responsible for maintaining the Front Desk operation (which is the go-to location for lodging guests requiring assistance)
  • Provides exemplary guest service skills during guest check-in/check-out
  • Answers all incoming PBX calls and makes new/altering reservations as required
  • Responds to additional guest service requests as needed
  • Strives to know all the answers or knows where to find them
  • Uses the HotSOS work order system to log all owner/guest requests received and completes them (or to dispatches requests to an appropriate team member)
  • Acts as a coordinator and communications liaison with owners, guess, resort security, resort senior management, and emergency services depending on the situation
  • Follows all emergency procedures and initiates communication via calling tree (as necessary)
  • Responsible for following all established Front Desk procedures while continuously seeking new ways to improve the current process
  • Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly
  • Performs detailed QA on same-day arrivals and all next-day arrivals, to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms, and/or oversell situations
  • Performs a daily "bucket checks" in order to ensure that the filing of all registration cards accurately matches any updates (e.g. room moves) being reported via the property management system
  • Completes all "whoses" from the day (creating new guest tiles and inputting appropriate data) when new guest information is captured
  • Develops a detailed knowledge of reservations policies, room locations, types and configurations, and cancellation policies
  • Communicates with the housekeeping department regarding special requests, early check-ins, and room moves
  • Assembles pre-registration packages (and any other special arrival packages) as directed to include accurate encoding of room keys
  • Acts as a liaison between guests and other departments
  • Records all requests in HotSOS and ensures each request is handled in a timely manner
  • Helps organize transportation: scheduling, Amtrak requests, and acts as a liaison between guests and drivers.
  • Reconciles petty cash/change box daily
  • Stays current with lodging and general resort and local area information (to be able to provide accurate information and/or assistance in response to owner and guest requests)
  • Answers incoming calls (internal and external) at the PBX switchboard in a courteous, professional, and expeditious manner
  • Follows all established uniform and appearance policies
  • Maintains cleanliness of Lobby, entryways, pool areas, stocks towels, picks up outside trash and dog poop (as needed), and empties trash cans both inside and outside as needed
This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS

Education
  • High School Diploma or GED required (higher education desired)
Experience:
  • Minimum of one (1) year working in the hotel, lodging, resort, or hospitality industries (in a guest service, front desk or accounting function) or call center environment required
  • Experience using Springer-Miller System (SMS) preferred
  • Experience using HotSOS preferred
  • Experience using Zingle preferred
Qualifications and Skills:
  • Must possess exemplary organizational skills
  • Demonstrable working knowledge Microsoft Office (including Word and Excel) required
  • Valid Colorado Driver's License and clean motor vehicle record preferred
  • Strong interpersonal and communications skills required
PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends, and holidays.

Office Environment:
  • Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
  • Manual dexterity to operate a computer and other common office equipment on a constant basis.
  • Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
  • Ability to work for extended periods of time sitting, standing, bending, reaching, and speaking on a constant basis.
  • Ability to work for extended periods of time standing, walking, kneeling, pushing, and pulling on an occasional basis.
  • Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

WAGE:

The base hourly pay range above represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

Hourly pay range: $20.50

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Winter Park Resort is an equal opportunity employer.

Application Deadline: Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 3 business days from the posting date listed above. This position is open and still accepting applications.

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