Guest Service Agent - Winter Season

Alterra • Winter Park, CO

2d • Onsite

About The Position

Winter Park Guest Services staffs desks in both primary rental shops, and operates the season pass office, groups desk, private lesson desk, and ticket offices at the Winter Park Base and Mary Jane Base. Agents handle in person sales of Lift Tickets, Season Passes, Rentals, and Ski and Ride School Lessons & Special Programs. Agents assist guests with the fulfillment of pre-purchased products including Season Passes, Lift Tickets, Rentals, and Ski and Ride School Lessons & Special Programs. Agents also provide general resort information, answer questions, address guest concerns, and resolve complaints.

Guest Service Agents must maintain a positive attitude in a fast paced environment, have strong attention to detail, and multitask well. Agents provide guests with personalized recommendations and share accurate information about resort operations, slope conditions, lift and trail access, special programs, and activities throughout Winter Park Resort and the Fraser Valley. Agents are expected to proactively identify guest needs, recommend appropriate products and services, and create memorable experiences through friendly, sincere, and professional interactions while sharing their enthusiasm for the resort's summer and winter recreational opportunities.

Continuous learning, sound judgment, and adaptability are essential, as Agents must stay current on resort products, policies, and operational changes to best support guests and business needs.

Agents are required to consistently follow 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 accommodation.

Requirements

• Must be able to maintain a positive, professional, and friendly attitude, with both guests and coworkers, in a fast passed work environment.
• Must be able to field complaints and resolve guest issues in a professional, caring, and effective manner.
• Minimum one year cashier, retail sales, front desk, or equivalent required.
• Experience in guest service, public relations, and/or public speaking required.
• Must have greater than average computer proficiency, strong typing/keyboard skills, and POS experience.
• Must have strong written and verbal communication skills.
• Must enjoy working with the public and have excellent customer service skills.
• High School Diploma or equivalent

Nice To Haves

• Skiing/Snowboarding experience desirable.
• Minimum one season experience with Winter Park Resort preferred.
• Experience with RTP|ONE preferred.
• Second language desirable.

Responsibilities

• Greet guests in a friendly and professional manner. Answer general and specific questions, giving accurate information.
• Assist guests with the selection and sale of appropriate products including but not limited to, lessons, special programs, equipment rental packages, season passes and lift tickets.
• Communicate complete details of all products, prices, locations, times and pertinent information using both verbal (in person and via phone call) and written (email and SMS) communication as required. Communicate clearly and accurately to set appropriate expectations for all products.
• Responsible for working knowledge of all Winter Park Resort policies, products, practices, promotions, and conditions. This includes but is not limited to, lessons, rentals, lift tickets, season pass products, groups, product pricing, special programs & procedures, WP programs & events, weather & snow 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 systems, including sales, discounts, comps, accounts receivable, returns, refunds, payment types and operation of printers.
• Process a variety of payment types, giving correct change when necessary. Know and utilize correct pricing, discounts, Travel Agent & Wholesale Rates, etc. for the appropriate products, in the correct time frames maintaining accuracy for each guest and transaction.
• Prepare daily accounting summary. Produce daily-computerized sales reports, accounts receivable reports, comp reports and provide backup for all discounts, comps, returns, refunds and replacements. Process liability releases, vouchers, rental forms, and general guest data ensuring compliance with PII security standards. Ensure guests have completed liability releases when required.
• Accurately process and fulfill pre-booked rental, lesson, special programs, and lift ticket orders for guests ensuring participants have provided all necessary information and completed any required liability releases. Contact guests via phone, SMS, or email to obtain information or provide direction when necessary.
• Coordinate and communicate through in-person, radio and telephone communication with on mountain operations including but not limited to Ski & Snowboard School, Activities, Security, and Patrol.
• Professionally handle guest complaints and resolve guest problems.
• Attend regular staff meetings to discuss work assignments and review updates on pertinent information. Read staff notes and company memos daily.
• Assist with crowd management in lobbies, queues, high traffic outdoor areas, and other locations 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.
• Maintain a neat, organized and clean work area including guest waiting areas, queues, and employee break rooms and bathrooms. Keep work area well stocked with appropriate supplies. Report and/or correct unsafe conditions as needed.
• Supports the Winter Park Way and Alterra Company mission and values
• 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