Lodging Guest Services (Whitefish Mountain Resort) - Winter

Winter Sports InC•Whitefish, MT

147d•Onsite

About The Position

The Guest Services and Outside Services team member at Whitefish Mountain Resort Lodging (WMRL) is responsible for ensuring a seamless and welcoming experience for guests and property owners, from arrival to departure. The role combines guest service duties, such as assisting with check-ins, luggage handling, and providing information about the resort, with grounds maintenance tasks like snow and garbage removal, and property upkeep. This position requires the ability to deliver exceptional customer service while maintaining a safe, clean, and attractive environment for guests and owners. The team member will assist with daily property checks, light maintenance, and use of seasonal equipment to maintain the grounds and exterior spaces. Additionally, the role will involve basic administrative reporting tasks, assisting in operation of a grocery store, and helping solve customer inquiries. Flexibility to adapt to changing work conditions and work hours, including weekends, evenings, and holidays, is required to meet demand.

Requirements

High School graduate or GED equivalent
Requires working weekends, evenings, and holidays; overtime may be required during peak demand times at the discretion of management
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 prioritizing customer concerns with the highest level of service
Ability to cross-sell other departments and businesses at the resort to guests
Per WSI Vehicle Insurance standards: must be at least 21 years of age to transport guests, possess a valid driver’s license, and be eligible for WSI’s vehicle insurance policy
Must take responsibility for personal safety and participate in company safety programs
Must be able to work safely within OSHA guidelines for hazardous materials, including fuels, oils, fertilizers, herbicides, and pesticides
Work within the framework of company and department policies and procedures as set forth in employee manuals

Nice To Haves

Experience in lodging, property management, or resort-specific desk duties and guest service preferred
High-quality guest services experience, three years minimum preferred
Knowledge of the local area preferred
OS-specific: Grounds crew or landscaping experience preferred
Office clerical experience preferred, including MS 365, copy/fax, RTP, Streamline
Demonstrated ability to work with a diverse group of people and handle a variety of tasks and challenging situations in a calm, professional manner

Responsibilities

GS-specific: Complete assigned duties related to guest issues and general property care including property checks, garbage removal, package delivery, technology troubleshooting assistance, shuttles, resupplying condo amenities, delivery of loaner items, minor maintenance, luggage handling, and basic snow removal in winter
OS-specific: Assist in garbage removal, snow removal (winter), and grounds maintenance (mowing, trimming, raking, debris pick-up) at units on a schedule ranging from twice weekly to daily as needed
OS-specific: Operate and maintain seasonal maintenance equipment, mix fuel, and use the fuel dispensing system as needed, including leaf blowers, riding mowers, push mowers, power sweepers, and snow blowers
Perform weekly vehicle inspections per WSI policy and standards
Monitor changing environmental conditions and take appropriate action to ensure safety for guests, owners, and staff
Use Streamline software and phones to interact with reservations, answer guest inquiries, create work orders, and complete arrival/departure tasks
Provide administrative support to managers, including record keeping and data entry
Communicate professionally using internet, MS Office, Teams, and SharePoint
Assist guests at arrival and departure according to procedure
Provide thorough information to guests about the resort and surrounding areas
Clean public use areas of the Lodging Check-In and company vehicles daily
Sell, clean, receive, stock, and face products in Village Market, including accurate sales transactions
Emphasize customer service and safety in all operations and participate in ongoing training to maintain standards
Acquire knowledge specific to WMRL-managed properties
Gain detailed knowledge of other resort departments and effectively communicate this to guests
Maintain professional appearance and communications at all times
Use base radio and telephone systems to provide professional communication, including after-hours switchboard service for the resort
Perform other tasks as assigned to support department operations
Develop and maintain positive working relationships with Security, Housekeeping, and Maintenance to resolve guest concerns
Willingness to learn and perform all positions related to Lodging operations to enhance guest service