Lodging Desk Agent (Whitefish Mountain Resort) - Winter

Winter Sports InC•Whitefish, MT

4d•Onsite

About The Position

The Desk Agent at Whitefish Mountain Resort Lodging (WMRL) provides a welcoming, organized, and efficient first point of contact for guests and property owners. The role includes registering and checking out guests, sharing information about the resort and surrounding areas, and helping ensure a smooth stay. The agent coordinates with housekeeping, maintenance, and guest services to address guest needs; handles cash transactions and product in the Village Market; prepares for group and wedding arrivals; and maintains accurate records. The position also provides administrative support, maintains clean and professional office and public areas, and delivers customer service by phone, email, radio, and in person. The lodging check-in is located along the Kintla boardwalk in the upper village. This is a full-time, hourly, seasonal, non-exempt position for the winter season, which runs from December through early April, weather permitting. Day and night shifts are available, and the posting also describes daytime and evening hours. Weekend, evening, and holiday work is required, and overtime may be required during peak demand. Flexibility with short-notice schedule changes is limited and subject to management discretion. The position requires a high school diploma or GED. Strong customer service experience is required; three years is preferred. Lodging, property management, resort desk, office clerical, cash management, and retail experience are preferred, as is knowledge of the local area. Agents must be able to work independently, communicate effectively, multitask in a fast-paced environment, work professionally with diverse people, and handle challenging situations calmly. The role uses computers and software to support guest service and office operations. At least 21 years of age, a valid driver’s license, and eligibility for WSI’s vehicle insurance policy are required to transport guests. The work includes moderate physical activity, extended periods on one’s feet and at a computer workstation, occasional lifting, cleaning with approved chemical agents, and safely driving company vehicles. Team members are expected to remain alert to unsafe conditions, participate in the company safety program and training, follow company and department policies, and maintain professional relationships with resort colleagues.

Requirements

High school graduate or GED equivalent.
Strong customer service background; three years minimum is preferred.
Ability to work weekends, evenings, and holidays; overtime may be required during peak demand.
Ability to accommodate limited schedule flexibility and short-notice changes at management’s discretion.
Ability to work with diverse people and handle varied tasks and challenging situations calmly and professionally.
Ability to work independently with little supervision and demonstrate initiative.
Excellent written and verbal communication skills.
Ability to multitask in a fast-paced environment and adjust priorities to customer concerns while maintaining high customer service standards.
Comfort operating computers, software, and phones in an office setting.
At least 21 years of age, a valid driver’s license, and eligibility to be added to WSI’s vehicle insurance policy are required to transport guests.
Willingness to take responsibility for personal safety and participate in the company safety program.
Ability to follow company and department policies and procedures.
Ability to perform moderate physical activity, including bending, stooping, lifting, climbing stairs, shoveling, and stretching; frequently handle objects up to 20 pounds and occasionally up to 50 pounds; and remain on one’s feet for up to eight hours daily.
Ability to sit or stand at a computer workstation for periods of up to four to six hours daily.
Ability to safely drive company vehicles in the performance of duties.
Ability to use approved chemical cleaning agents daily, following provided training and available safety information.

Nice To Haves

Experience in lodging, property management, resort-specific desk duties, and guest service.
Local area knowledge.
Office clerical experience, including MS 365, copy/scan, RTP, and Streamline.
Previous cash management, bank counting, and retail experience.

Responsibilities

Register and check out guests at all WMRL properties and complete related paperwork and guest interactions.
Use Streamline software to support reservations, compile daily reports, prepare registration paperwork, answer inquiries, add notations, and enter maintenance work orders.
Coordinate with Housekeeping, Maintenance, and Guest Services to prioritize guest issues and daily needs and communicate throughout the resolution process.
Dispatch and organize Guest Services personnel for shuttles, deliveries, property checks, and minor guest needs.
Count the bank accurately and close tills.
Prepare for group and wedding arrivals, including displaying marketing information in the lobby.
Post and balance extra room charges.
Provide managers with administrative support, including record keeping, data entry, and data collection.
Communicate professionally using the internet, MS 365, Teams, SharePoint, telephones, and the base radio communication system; provide after-hours switchboard service for the resort.
Provide guests with information about the resort, surrounding areas, individual properties, departments, and resort businesses, including cross-selling where appropriate.
Clean public-use areas of the Lodging Check-In and lodging offices daily.
Sell, clean, receive, stock, and face Village Market products; accurately charge guests and provide change.
Emphasize customer service and safety and participate in ongoing training.
Maintain a professional appearance and courteous, helpful attitude toward guests and employees.
Build and maintain positive working relationships with Security Personnel, Housekeeping, and Maintenance to help address guest concerns and conflicts.
Learn and perform positions related to lodging operations and complete other tasks as assigned.