Front Desk Agent - Year Round

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.

Benefits

• Free season pass to Winter Park and all Alterra Resorts
• Discounted friends & family tickets
• Medical, dental, vision, life, and paid parental leave 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

About the role

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.

Responsibilities

• Maintain the Front Desk operation (the go-to location for lodging guests requiring assistance)
• Provide exemplary guest service during check-in and check-out
• Answer all incoming PBX calls and make or alter reservations as required
• Respond to additional guest service requests as needed
• Use the HotSOS work order system to log all owner/guest requests and dispatch them to the appropriate team member
• Act as a coordinator and communications liaison with owners, guests, resort security, senior management, and emergency services
• Follow all emergency procedures and initiate communication via calling tree as necessary
• Follow all established Front Desk procedures while seeking new ways to improve processes
• Work with IT and SMS-Host support to resolve any operational issues
• Perform detailed QA on same-day and next-day arrivals to identify and mitigate potential guest or homeowner service issues
• Rectify problems with outstanding balances, soft blocked rooms, out-of-order rooms, and oversell situations
• Perform daily "bucket checks" to ensure accurate filing of registration cards
• Develop detailed knowledge of reservations policies, room locations, types, configurations, and cancellation policies
• Communicate with housekeeping regarding special requests, early check-ins, and room moves
• Assemble pre-registration packages and encode room keys accurately
• Act as a liaison between guests and other departments
• Record all requests in HotSOS and ensure timely handling
• Organize transportation: scheduling, Amtrak requests, and liaison with drivers
• Stay current with lodging, resort, and local area information to provide accurate assistance
• Answer incoming calls at the PBX switchboard courteously and professionally
• Follow all uniform and appearance policies
• Maintain cleanliness of lobby, entryways, pool areas, stock towels, pick up outside trash, and empty trash cans
• Other duties as assigned

Requirements

• Minimum of one (1) year working in the hotel, lodging, resort, or hospitality industries (guest service, front desk, or accounting function) or call center environment
• Experience using Springer-Miller System (SMS) preferred
• Experience using HotSOS preferred
• Experience using Zingle preferred
• Exemplary organizational skills
• Working knowledge of Microsoft Office (Word and Excel)
• Valid Colorado Driver's License and clean motor vehicle record preferred
• Strong interpersonal and communication skills
• High School Diploma or GED required (higher education desired)

Pay

The base hourly pay range for this position is $20.50 - $22.

Schedule

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

Physical Demands and Working Conditions

• Able to lift, carry, or move a minimum of 20 pounds occasionally
• Manual dexterity to operate computers, phones, and office equipment constantly
• Auditory and visual acuity to operate office equipment constantly
• Ability to work extended periods sitting, standing, bending, reaching, and speaking constantly
• Ability to work extended periods standing, walking, kneeling, pushing, and pulling occasionally
• Talking and hearing occur continuously in communication with guests, supervisors, and employees