Front Desk Phone Operator

About the role

The Front Office at Jiminy Peak, located in the Country Inn, serves as "Customer Service Central" for the entire resort. As a Front Office Operator, you'll play a key role in delivering exceptional service to every guest. This position requires a friendly, professional demeanor and a strong understanding of Jiminy Peak's amenities, services, and activities. You'll be the first point of contact for many guests - whether by phone or in person - ensuring every interaction reflects the warm and welcoming spirit of the resort.

Responsibilities

• Guest Communication: Answer all incoming calls promptly and professionally, using proper greetings and phone etiquette.
• Call Management: Route incoming calls to the appropriate departments using the Mitel Contact Client system.
• Dispatch Services: Coordinate and dispatch bell staff, housekeeping, shuttle, and maintenance teams in response to guest requests, ensuring timely follow-up.
• Work Orders: Log and track maintenance requests using the SMS HOST Work Order system.
• Information Resource: Provide accurate information about the resort, mountain services, and local area using internal resources such as the dispatch report, brochures, website, and ski report.
• Concierge Support: Offer guests driving directions, resort details, and assistance with special requests.
• Event Awareness: Stay informed about on-site events and group activities by reviewing the function book and Banquet Event Orders (BEOs).
• Guest Engagement: Respond to online guest inquiries through the customer engagement messaging platform, following up to ensure satisfaction.
• Additional Duties: Perform other tasks and provide assistance as directed by management.

Qualifications

• Must be 18 years of age or older.
• Must be available to work weekends and holidays.
• Strong computer and typing skills required.
• Experience with multi-line phone systems preferred but not required.
• Must be customer service oriented with a clear, friendly, and professional phone presence.

Schedule

Full-Time Seasonal position on Second Shift. Weekend and holiday availability is required.