Lead Front Desk Agent

Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world. With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career.

About the role

The Front Desk Lead provides guidance and leadership to the Front Desk Team and is responsible for maintaining and enforcing Brand Standards of Guest Service and procedures to ensure a professional and genuine guest experience during check-in and check-out. This position requires outstanding customer service, interpersonal, and presentation skills to assist agents, offer guidance, and resolve guest issues and complaints. Excellent problem-solving skills and good judgment in decision-making are essential, along with strong communication skills.

Responsibilities

• Register guests, issue room keys, provide information, process payment for stay, and close out guest accounts at time of check-out, as well as overseeing these functions and offering assistance to front desk agents when needed.
• Train and coach Front Desk team members to adhere to Marriott Luxury Collection standards.
• Follow proper cash handling procedures outlined in the bank contract and training manual; ensure all agents follow correct procedures.
• Assist at other departments' front desks, internal and external, as necessary.
• Handle confidential and guest information with the highest degree of integrity.
• Help train new team members at the discretion of the Front Desk Manager, Assistant Front Desk Manager, and Front Desk Supervisor.
• Perform all duties required of the front desk staff and assist other property management and hotel staff, including filling in roles such as concierge, greeter, PBX, Guest Service Agent, and any other assistance when called upon.
• Exhibit a professional demeanor through appearance and maintain a positive attitude toward all employees, managers, and guests.
• Develop strong working relationships with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels.
• Practice safe work habits in all types of duties and with all equipment. Comply with all Resort policies, procedures, and standards of operation.
• Embrace and promote Vail Resorts Values.

Requirements

• Prior front desk experience
• LMS knowledge – preferred
• Prior lead/supervisory experience – preferred

Benefits

• Free Epic pass(es) for employees, plus free ski and snowboard lessons
• 40% retail discounts and 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 additional benefits, including:

• Health Insurance (Medical, Dental, and Vision plans for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

Pay

The expected pay range for this position is $22.96/hr - $30.61/hr. Individual compensation decisions are based on a variety of factors.

Schedule

• Employment Type: Year-round
• Shift Type: Full-time hours available
• Minimum Age: At least 18 years of age

Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first). Housing is not provided.