Lodging Desk Agent (Whitefish Mountain Resort) - Winter

Winter Sports InC•Whitefish, MT

just now•$17 - $18•Onsite

About The Position

The Desk Agent at Whitefish Mountain Resort Lodging (WMRL) is responsible for creating a welcoming, organized, and efficient first point of contact for guests and property owners. Responsibilities include registering and checking out guests, providing them with essential information about the resort and surrounding areas, and ensuring a smooth and comfortable stay. The role also entails coordinating with housekeeping, maintenance, and guest service teammates for guest issues; managing cash transactions and product in a grocery store; preparing for group and wedding arrivals; and maintaining accurate records. Additional duties include supporting the managers and supervisors with administrative tasks, maintaining a clean and professional office environment, and providing excellent customer service across various channels, including phone, email, and radio communication. Flexibility with work hours, including weekends, evenings, and holidays, is required to meet demand. The Lodging Check-In is located along the Kintla boardwalk in the upper village.

Requirements

High school graduate or GED equivalent.
Strong customer service background required; 3 years minimum preferred.
Requires working weekends, evenings, and holidays. Overtime may be required during peak demand times. Requests are at the discretion of management, and limited flexibility in schedule changes on short notice is required.
Must be a self-starter and able to work independently with little supervision.
Must possess excellent written and verbal communication skills.
Able to multi-task in a fast-paced environment while adjusting priorities to customer concerns with the highest level of customer service.
Per WSI Vehicle Insurance standards: must be at least 21 years of age to transport guests and possess a valid driver’s license and the ability to be added to WSI’s vehicle insurance policy.
Must be willing to take responsibility for independently practicing personal safety and participating in the company safety program.
Work within the framework of the company and department policies and procedures as set forth in the employee manuals.

Nice To Haves

Experience in lodging, property management, or resort-specific desk duties and guest service preferred.
Local area knowledge preferred.
Office clerical experience preferred, including MS 365, copy/scan, RTP, Streamline, etc.
Previous experience with cash management, counting a bank, and retail preferred.
Demonstrated ability to work with a diverse group of people and handle a variety of tasks and challenging situations in a calm and professional manner.
Demonstrated ability to cross-sell other departments and businesses at the resort and effectively communicate this information to guests.
Comfortable operating efficiently in an office setting, using computers, software, and phones to communicate and aid guests.

Responsibilities

Complete related paperwork and guest interactions to register and check out guests for all WMRL properties.
Use Streamline software to interact with reservations, including compiling daily reports, preparing registration paperwork, answering guest inquiries, providing notations, and entering work orders for maintenance issues.
Work with Housekeeping, Maintenance, and Guest Services to prioritize guest issues and daily needs while providing communications throughout the process.
Dispatch and organize Guest Services personnel to shuttle, make deliveries, perform property checks, and assist guests with various minor issues.
Accurately count a bank and close tills.
Prepare for group and wedding arrivals, including displaying marketing information in the lobby.
Post and balance all extra room charges.
Provide administrative support to managers, including record keeping, data entry, or collection.
Communicate professionally using the internet, MS 365, Teams, and SharePoint.
Provide thorough information to guests inquiring about the resort and surrounding areas.
Clean the public-use areas of the Lodging Check-In and the lodging offices daily.
Sell, clean, receive, stock, and face product in the Village Market, including accurately charging and providing change to guests.
Emphasize customer service and safety in all aspects of operation and participate in ongoing training opportunities to maintain standards.
Acquire knowledge specific to individual properties managed by WMRL.
Acquire a detailed knowledge of other departments and businesses at the resort and effectively communicate that information to guests.
Maintain a professional appearance at all times, including in radio and phone communications.
Display a courteous, helpful attitude at all times to guests and employees.
Provide professional communication using the base radio communication system and telephones, as we act as the after-hours switchboard for the entire resort.
Perform other tasks as assigned to assist in the efficient operation of the department.
Develop and maintain a professional and positive working relationship with Security Personnel, Housekeeping, and Maintenance in anticipation of solving any guest conflicts or concerns.
Demonstrate willingness to learn and perform all positions related to lodging operations to better serve guests.