Front Desk Agent

About the Role

Responsible for providing a variety of duties related to Guest Services. Front Desk services are handled in a friendly, efficient, and professional manner. Able to answer all Owner and Guest questions and concerns. Must have knowledge of Steamboat Springs area and the property. The Front Desk Agent focuses on building relationships with our Owners, Members, and Guests.

Essential Functions

• Always use owners/members/guests' names when meeting, answering questions, making deliveries, greeting, or assisting owners/members/guests in any way
• Answer telephones politely with "absolutely" attitude
• Respond to all owner/guest requests, questions, concerns with "absolutely" attitude
• Always maintain the highest-level of guest service and professionalism
• Book reservations for activities, transportation, dining requests, or owner, member, and guest needs
• Follow up with requests in a timely manner
• Perform check in and check out services efficiently
• Use the computer system for concierge reservations, reports, billing, emailing, and activity scheduling
• Prepare and deliver arrival/departure reports
• Create and deliver arrival packet information for owners and guests
• Prepare arrival documentation and policies; send, track, and ensure all information for guests and owners is correct
• Ensure owner and guest billing is correct upon departure and that billing and departure information is delivered the night prior
• Maintain knowledge of owner and guests' itineraries while on property
• Learn owner preferences and use this to create memorable stays for owners
• Maintain general cleanliness throughout lobby and entryway and members' gathering areas, vacuum carpets, clean windows, dust, etc. when needed or if housekeeping needs assistance
• Tour guests through the building and residences, pointing out and explaining amenities, Black Tie Ski Valet, Truffle Pig, and other commercial businesses within the property
• Be able to clearly communicate needs and requests among departments
• Learn and have knowledge of the property, local events, and be able to confidently inform and make recommendations to owners and guests
• Able to present daily arrivals/departures information during the internal morning operations meeting
• Ensure the Front Desk is stocked with amenities and required forms/policies/agreements

Supportive Functions

• Assist in preparing and checking on coffee and breakfast set up periodically during the morning
• Assist in completing seasonal front desk inventories/projects
• Assist in monitoring Après Ski Services during winter
• Assist owners and guests in the ski locker room as needed
• Assist Club Service Attendant staff with valet, deliveries, and assisting other departments as needed
• Support and encourage work-life balance; assisting self and staff in obtaining their personal and professional goals
• Additional duties throughout building operations as assigned

Qualifications

Education and Experience: High School Diploma/GED; and one to three (1-3) months related customer service and/or hospitality experience; or equivalent combination of education, training, and experience.

Knowledge of:

• Knowledge of Steamboat Springs including activities, restaurants, events, etc. in the area
• Prior experience in the hospitality industry or equivalent is preferred
• Excellent written and oral communication skills
• Being proficient with computers and computer related software such as Microsoft Office
• Ability to learn new software, such as Opera property management system and ALICE Platform
• Excellent customer service skills
• Learn and understand the telephone system and be able to transfer calls/deal with situations as they arise
• Bilingual skills are a plus

Skilled In:

• In all situations demonstrate Character, Courtesy, Calm, and Charm
• Ability to multi-task while remaining calm and focused
• Be versatile, flexible, and willing to work within constantly changing priorities with enthusiasm
• Be detail-orientated and have follow through to complete each task set or started
• Maintain a professional appearance and demeanor
• Strong organizational, problem-solving, and analytical skills
• Commitment to excellence and high standards

Able To:

• Be yourself and care genuinely about each interaction you have
• Communicate clearly and concisely with co-workers, management, owners, members, and guests
• Be professional with co-workers, vendors, and visitors
• Have a valid driver's license, preferred but not required
• Learn itineraries given to owners and guests for activities
• Learn dispatch procedures
• Learn about all other Timbers Resorts Properties, the Reciprocity Program, and the Timbers Collection
• Learn One Steamboat Place's different types of owners, guests, and members
• Understand and follow written and verbal instructions
• Read and understand the fire/emergency panel and remain calm under pressure or in the face of an emergency
• Manage priorities and workflow
• Always speak and carry yourself in a professional manner in front of our owners, members, and guests
• Record and log information timely and accurately
• Communicate efficiently with each department and follow each department's rules and procedures

Benefits

Full-time team members have access to:

• Bi-weekly pay checks
• On-site garage parking
• Reimbursement assistance on Ski pass / Wellness Recreation
• Paid Time Off (PTO)
• Colorado Sick Time Accrual (first 90 days)
• 401(k) with company match (4%)
• Holiday Pay
• Opportunity for gratuities and seasonal Holiday Bonus
• Medical, Dental, Vision
• Life and AD&D Insurance
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• Local Perks and Benefits