Guest Services Agent

Job Summary

The Guest Services Agent serves as a trusted, knowledgeable, and welcoming resource for both lodging guests and day guests of Sundance Mountain Resort. This role provides a professional first point of contact for guests walking into the Activity Center or visiting the Concierge Desk, offering personalized assistance with resort activities, dining, spa services, transportation, programming, ticketing, and other recommendations. This position is responsible for helping guests plan and enhance their Sundance experience from pre-arrival through departure.

Essential Duties and Responsibilities

• Greet, thank, and assist every guest in accordance with Sundance Mountain Resort Guest Standards.
• Serve as a key point of contact for lodging guests & day guests, effectively and efficiently managing requests, inquiries, and complaints.
• Demonstrate a friendly, outgoing, and professional demeanor with a passion for creating meaningful guest experiences.
• Avoid high-pressure situations with professionalism and demonstrate the ability to diffuse challenging interactions.
• Anticipate guest needs and offer creative solutions and recommendations within Sundance parameters.
• Proactively obtain, maintain, and share comprehensive knowledge of all resort & lodging amenities, activities, dining, spa, programming, services, facilities, seasonal offerings and special events.
• Create and maintain guest profiles in the operating system.
• Accurately bill guests for transportation, grocery pick-up, amenities, and other applicable services.
• Carry out opening and closing duties, including accountability for the Activity Center cash register, accounting, and statistics.
• Maintain accurate guest records, reservation details, billing information, and confirmations.
• Collaborate with other departments to ensure a seamless guest experience.

Qualifications

• High school diploma or GED required; one-year certificate from a college or technical school preferred.
• One to three years of related experience and/or training preferred.
• Must be proficient with point-of-sale software, computer databases, spreadsheets, timekeeping systems, internet navigation, email, and Microsoft Office.
• Ability to use two-way radios to communicate clearly and professionally with staff.