Front Desk Agent - Year Round

Winter Park Resort • Winter Park, CO

11d • Onsite

About The Position

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. This position involves maintaining the Front Desk operation, responding to guest service requests, performing check-in and check-outs, and performing quality assurance on reservations. The Front Desk Agent will adhere to all Winter Park policies and procedures, applicable laws, and health and sanitation codes. This role requires the ability to perform essential duties satisfactorily with or without reasonable accommodation.

Requirements

• 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.
• Demonstrable working knowledge Microsoft Office (including Word and Excel) required.
• High School Diploma or GED required.

Nice To Haves

• Experience using Springer-Miller System (SMS) preferred.
• Experience using HotSOS preferred.
• Experience using Zingle preferred.
• Valid Colorado Driver’s License and clean motor vehicle record preferred.
• Higher education desired.

Responsibilities

• Maintain the Front Desk operation during day-time hours.
• Respond to all guest service requests.
• Perform check-in and check-outs.
• Perform QA on same day and next reservations.
• Follow all Winter Park policies and procedures, applicable laws, and health and sanitation codes.
• Answer all incoming PBX calls and make new/altering reservations as required.
• Uses the HotSOS work order system to log all owner/guest requests received and complete them or dispatch them.
• Act as a coordinator and communications liaison with owners, guests, resort security, resort senior management, and emergency services.
• Follow all emergency procedures and initiate communication via calling tree.
• Perform detailed QA on same-day arrivals and all next-day arrivals to identify and mitigate potential guest or homeowner service issues and rectify problems with outstanding balances, soft blocked rooms, out-of-order rooms, and/or oversell situations.
• Perform daily “bucket checks” to ensure accurate filing of registration cards.
• Develop a detailed knowledge of reservations policies, room locations, types and configurations, and cancellation policies.
• Communicate with the housekeeping department regarding special requests, early check-ins, and room moves.
• Assemble pre-registration packages and other special arrival packages.
• Record all requests in HotSOS and ensure timely handling.
• Help organize transportation: scheduling, Amtrak requests, and act as a liaison between guests and drivers.
• Stay current with lodging and general resort and local area information.
• Answer incoming calls (internal and external) at the PBX switchboard in a courteous, professional, and expeditious manner.
• Follow all established uniform and appearance policies.
• Maintain 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED