Lead Front Desk Agent
About The Position
Create Your Experience of a Lifetime! Come work and play in the mountains! Whether it’s your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering!) a passion for the outdoors while building lifelong connections with teammates and guests from around the world. With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.
Requirements
- High School education or equivalent
- Extensive phone and computer skills with data entry experience
- Basic reading, spelling, and math skills
- Ability to converse clearly and comfortably with many different types of people in English
- Ability to work with guests using good social manners, diplomacy, and tact
- Valid US Driver’s License, Clean driving record and must be able to pass a Vail MVR
- Ability to work well under pressure
- Previous hotel/hospitality experience required
Responsibilities
- Greet and check in guests and condo owners with warmth, professionalism, and efficiency
- Process check-outs, ensuring accurate billing and payment collection
- Answer front desk and call center phones promptly and courteously
- Provide guests with detailed information about Kindred Resort, Keystone, and surrounding areas
- Assist condo owners with reservations and service needs
- Resolve guest concerns and billing discrepancies with empathy and attention to detail
- Supervise daily front desk operations, ensuring adherence to luxury service standards
- Train and mentor new and existing front desk agents on procedures and guest service excellence
- Monitor and manage the property management system to ensure accurate guest records and service tracking
- Coordinate with Housekeeping, Maintenance, and other departments regarding room status, guest requests, and early arrivals or departures
- Act as Manager on Duty when needed, supporting escalated guest issues and operational decisions
- Conduct site tours of guest rooms and resort facilities as requested
- Support the execution of the upgrade program and train staff on upselling opportunities
- Maintain a professional appearance and demeanor at all times
- Drive the guest courtesy vehicle as needed
- Assist with ancillary operations such as stocking the gift shop or supporting lodging operations
- Handle confidential guest information with integrity and discretion
- Attend training and development sessions as required
- Collaborate with departments including Owner Relations, HOA Management, IT, Sales, and more to ensure seamless guest experiences
- Perform other duties and special projects as assigned
Benefits
- Free passes for employees
- Employee discounted lift tickets for friends and family
- Free ski lessons
- 40% retail discounts
- Free ski passes for dependents
- Employee Assistance Program
- Excellent training and professional development
- Referral Program
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
- Critical Illness and Accident plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
