Front Desk Agent - Year Round

About the role

Year Round

Perks & Benefits

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

Position Summary

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.

Some key responsibilities of this position include the following: maintaining the Front Desk operation during day-time hours, responding to all guest service requests, performing check-in and check-outs, and performing QA on same day and next reservations. The 'Front Desk Agent" will also follow all Winter Park policies and procedures, all applicable laws (federal, state, and local), and all health and sanitation codes.

General Responsibilities

• Responsible for maintaining the Front Desk operation (which is the go-to location for lodging guests requiring assistance)
• Provides exemplary guest service skills during guest check-in/check-out
• Answer all incoming PBX calls and make new/altering reservations as required
• Responds to additional guest service requests as needed
• Strives to know all the answers or knows where to find them
• Uses the HotSOS work order system to log all owner/guest requests received and complete them (or to dispatch requests to an appropriate team member)
• Acts as a coordinator and communications liaison with owners, guess, resort security, resort senior management, and emergency services depending on the situation
• Follows all emergency procedures and initiates communication via calling tree (as necessary)
• Responsible for following all established Front Desk procedures while continuously seeking new ways to improve the current process
• Contacts and work with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly
• Performs detailed QA on same-day arrivals and all next-day arrivals, to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms, and/or oversell situations
• Performs a daily "bucket checks" to ensure that the filing of all registration cards accurately matches any updates (e.g. room moves) being reported via the property management system
• Develops a detailed knowledge of reservations policies, room locations, types and configurations, and cancellation policies
• Communicates with the housekeeping department regarding special requests, early check-ins, and room moves
• Assembles pre-registration packages (and any other special arrival packages) as directed to include accurate encoding of room keys
• Acts as a liaison between guests and other departments
• Records all requests in HotSOS and ensures each request is handled in a timely manner
• Helps organize transportation: scheduling, Amtrak requests, and acts as a liaison between guests and drivers.
• Stays current with lodging and general resort and local area information (to be able to provide accurate information and/or assistance in response to owner and guest requests)
• Answers incoming calls (internal and external) at the PBX switchboard in a courteous, professional, and expeditious manner
• Follows all established uniform and appearance policies
• Maintains cleanliness of Lobby, entryways, pool areas, stocks towels, picks up outside trash and dog poop (as needed), and empty trash cans both inside and outside as needed
• Other duties as assigned

Required Qualifications

Experience

• Minimum of one (1) year working in the hotel, lodging, resort, or hospitality industries (in a guest service, front desk or accounting function) or call center environment required
• Experience using Springer-Miller System (SMS) preferred
• Experience using HotSOS preferred
• Experience using Zingle preferred

Qualifications and Skills

• Must possess exemplary organizational skills
• Demonstrable working knowledge Microsoft Office (including Word and Excel) required
• Valid Colorado Driver's License and clean motor vehicle record preferred
• Strong interpersonal and communications skills required

Education Preferences

• High School Diploma or GED required (higher education desired)

Wage

The base hourly pay range below represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

hourly pay range: $20.50 - $22

Physical Demands and Working Conditions

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

Office Environment

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, standing, bending, reaching, and speaking on a constant basis.
• Ability to work for extended periods of time standing, walking, kneeling, pushing, and pulling on an occasional basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.