Guest Service Agent - Summer Season

Alterra • Winter Park, CO

1d • $19

About The Position

The Guest Services Agent is responsible for providing exceptional guest service by assisting guests with information, selection of appropriate bike lessons/programs, rental products, season passes & lift tickets, directing expectations and processing sales. The Agent is responsible for daily reporting and accounting procedures to verify all sales of lessons, tickets and tours and balancing the value of products sold with monies received. The Agent provides information, answers questions, handles complaints and assists each guest regarding lessons, special programs, tickets, slope conditions, lift and trail access, and general information about the Winter Park/Fraser area. The Agent must maintain a friendly, sincere and professional manner and be willing to share their enthusiasm for summer & winter sports and the Fraser Valley experience. Ongoing learning and professional common sense are needed to support guest and company needs. The Agent consistently follows Alterra Mountain Company/WP policies and procedures set forth in the Employee Handbook. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Requirements

• Must be able to perform well under pressure and have the ability and maturity to field complaints and deal with guest issues in a professional, caring, effective manner.
• Minimum one season experience with Winter Park Resort preferable.
• One year cashiering experience, retail sales, front desk, accounting or equivalent and basic computer skills, typing/keyboard and good communication skills essential.

Nice To Haves

• Intermediate level skiing/snowboarding ability desirable.
• Second language desirable
• Experience in guest service, public relations and public speaking desirable.

Responsibilities

• Greet guests in a friendly and professional manner.
• Answer general and specific questions, giving accurate information.
• Assist with selection of appropriate lessons, special programs, season passes & lift tickets and rental packages by verbally communicating complete details of all products, prices and pertinent information.
• Responsible for working knowledge of all lessons, special programs and procedures and lesson locations, rental packages, lift tickets, season pass products, tours, product pricing, WP programs and events.
• Participate in lessons and tours to fully understand and experience on-hill operations.
• Be familiar with all rental equipment to fully understand and experience differences in products.
• Be current on weather conditions, special events and promotions within Marketing/Sales, Competition Center, the Town of Winter Park, and general ski area information.
• Learn and maintain an excellent working knowledge of the computerized product sales system, including sales, discounts, comps, accounts receivable, returns, refunds, payment types and operation of printers.
• Process and coordinate lessons, rentals, tours, and ticket & pass sales; collect payment and give correct change; process tickets, vouchers, liability release forms, and rental forms.
• Direct guests to appropriate meeting place and time.
• Set expectations for lesson, program or tour.
• Direct guests to complete risk management information where applicable.
• Collect guest comment information, obtaining guest data when designated and process information appropriately.
• Professionally handle guest complaints and help solve guest problems.
• Prepare daily cash summary by counting and recording all monies received. Sales range from approx. $100 to $40,000+ per drawer per day.
• Produce daily-computerized sales reports, accounts receivable reports, comp reports and provide backup for all discounts, comps, returns, refunds and replacements.
• Accurately balance sales report against cash report.
• Learn all bike pass & ticket sales policies and procedures, as well as on-hill operations.
• Assist lobby, wait-lines, specific programs as needed.
• Maintain a friendly, congenial and helpful attitude, while effectively dealing with guests and other employees.
• Show cooperation and pleasant attitude.
• Strive to facilitate an atmosphere of teamwork.
• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.
• 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

• Career Level: Entry Level
• Education Level: High school or GED