Lead Front Desk Agent

Job Summary

The Front Desk Supervisor is a key leader in delivering exceptional guest service and overseeing daily front desk operations. This role ensures that every guest interaction reflects Kindred’s luxury standards and values of kindness, professionalism, and connection. The Supervisor provides mentorship to team members, resolves guest concerns with care, and collaborates across departments to ensure seamless operations.

Job Responsibilities

• Greet and check in guests and condo owners with warmth, professionalism, and efficiency
• Process check-outs, ensuring accurate billing and payment collection
• Answer front desk and call center phones promptly and courteously
• Provide guests with detailed information about Kindred Resort, Keystone, and surrounding areas
• Aid condo owners with reservations and service needs
• Resolve guest concerns and billing discrepancies with empathy and attention to detail
• Supervise daily front desk operations, ensuring adherence to luxury service standards
• Train and mentor new and existing front desk agents on procedures and guest service excellence
• Maintain a professional appearance and demeanor at all times
• Drive the guest courtesy vehicle as needed
• Assist with ancillary operations such as stocking the gift shop or supporting lodging operations
• Handle confidential guest information with integrity and discretion
• Attend training and development sessions as required
• Collaborate with departments including Owner Relations, HOA Management, IT, Sales, and more to ensure seamless guest experiences
• Perform other duties and special projects as assigned

Job Requirements

• High School education or equivalent
• Extensive phone and computer skills with data entry experience
• Basic reading, spelling, and math skills
• Ability to converse clearly and comfortably with many different types of people in English
• Ability to work with guests using good social manners, diplomacy, and tact
• Valid US Driver’s License, Clean driving record and must be able to pass a Vail MVRA
• Ability to work well under pressure
• Previous hotel/hospitality experience required

Job Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• More employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
• Full Time Roles Are Eligible For The Above, Plus Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Critical Illness and Accident plans