Guest Services Locker Attendant - Winter Season

Alterra • Winter Park, CO

2d • Onsite

About The Position

The Guest Services Locker Attendant must be an outgoing and self-motivated individual with a friendly personality and a passion for guest service and the Winter Park Resort experience. They must be detail-oriented and be able to accurately research and efficiently deliver a wide variety of guest information services. Agents are responsible for answering questions and handling guest comments and complaints via telephone, e-mail, and face-to-face interactions with guests. This team member also serves as the first guest point of contact for the resort’s day and seasonal locker service. In conjunction with the Guest Services Manager, this individual will be responsible for the organization and effective operation of both day and seasonal locker programs.
Responsibilities include, but are not limited to: answering and directing in-coming Resort telephone calls, guest-facing website updates, snow/trail grooming report, e-mail and on-line information services, and communication of promotional information. This individual also serves as the point person with the automated system utilized for day lockers, able to answer questions regarding those units, escalate issues to manager and vendor, and convey/demonstrate instructions on usage to guests.

Requirements

• Exceptional organizational and guest services skills required.
• Demonstrated keyboard and software program proficiency at an intermediate to advanced level with Microsoft Office systems required.
• Diplomatic attitude in dealing with others, especially in stressful situations requiring conflict resolution.
• Ability to speak effectively to both individuals and groups.
• Able to perform well under pressure.
• Able to multi-task
• High School Diploma or GED

Responsibilities

• Staff designated Information/Locker Service desk as guest point of contact for guest inquiries
• Promptly monitor Guest Services phone lines; refer calls to the appropriate personnel, department or organizations or supply the requested information, in a polite and professional manner. Take and deliver messages as necessary.
• Monitor shared guest information and locker email inboxes, and respond to guest inquiries promptly with accurate and concise information.
• Using data provided by operations teams, input and update website updates on a strict fixed schedule for dissemination on Resort’s electronic channels.
• Review and respond to guest feedback surveys through resort’s online survey system.
• Perform daily AM locker reset procedure for day locker units to ensure they are available to be rented by guests
• Perform light maintenance on locker/kiosks, including changing out receipt paper and/or restarting kiosks should issues arise
• Assist guests with usage of locker rental kiosks and troubleshoot issues that may occur with day locker units
• Collect and log items abandoned in lockers and bring to resort’s security team
• Assist with record maintenance for seasonal locker program, including recording sales transactions, maintenance of waitlists, and updating guest contact information
• Inform supervisor of locker service issues or replacement part needs
• Maintain general housekeeping and organization of the office area
• Maintain a friendly and helpful attitude while dealing effectively with guests and co-workers.
• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.
• Perform other duties as assigned by supervisor(s).

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: Part-time
• Career Level: Entry Level
• Education Level: High school or GED