WP - Lodging - The Vintage - Front Desk Agent - Full Time - Winter Seasonal - Full-time / Part-time

This individual plays a critical role in the Winter Park Resort Lodging Division s Front Desk operation. The Agent is the face of the Lodging Division for guests and resort staff during the daytime hours.

Key responsibilities include maintaining the Front Desk operation during day-time hours; responding to all guest service requests; performing check-in and check-outs; and performing QA on same day and next reservations.

• Responsible for maintaining the Front Desk operation which is the go-to location for lodging guests requiring assistance. Includes providing exemplary guest service skills during guest check-in/check-out; answering all incoming PBX calls; making new/altering reservations as required; responding to guest service requests as needed.
• Strives to know all the answers or knows where to find them.
• Uses the HotSOS work order system to log all owner/guest requests received and completed or to dispatch appropriate team members.
• Acts as a coordinator and communications liaison with owners, guess, resort security, resort senior management and emergency services depending on the situation. Follows all emergency procedures and initiates communication via calling tree as necessary.
• Responsible for following all established Front Desk procedures while continuously seeking new ways to improve the current process.
• Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly.
• Performs detailed QA on same-day arrivals and all next-day arrivals to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms and/or oversell situations etc. Performs a daily bucket check to ensure filing of all registration cards accurately matches any updates (e. g. room moves) being reported via the property management system.
• Completes all whoses from the day (creating new guest tiles and inputting appropriate data) when new guest information is captured.
• Develops a detailed knowledge of reservations policies, room locations, types and configurations, and cancellation policies .
• Communicate with housekeeping regarding special requests, early check-ins, and room moves.
• Assembles pre-registration packages (and any other special arrival packages) as directed including accurate encoding of room keys.
• Acts as a liaison between guests and other departments. Records all requests in HotSOS and ensures each request is handled in a timely manner.
• Organizes transportation: scheduling, Amtrak requests and acts as a liaison between guests and drivers.
• Reconciles petty cash/change box daily.
• Stays current with lodging, general resort and local area information to be able to provide accurate information and/or assistance in response to owner and guest requests.
• Answers incoming calls (internal and external) at the PBX switchboard in a courteous, professional and expeditious manner.
• Follows all established uniform and appearance policies.
• Maintains cleanliness of Lobby, entryways, pool areas, stocks towels, picks up outside trash and dog poop as needed and empty s trash cans both inside and outside as needed.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS

Education:

• High School Diploma or GED required. Higher education desired.

• CPR/AED certification required (training will be provided).

Experience:

• Minimum of one year working in the hotel, lodging, resort or hospitality industries (in a guest service, front desk or accounting function) or call center environment
• Experience using Springer-Miller System (SMS) preferred.
• Experience using HotSOS preferred.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• Must possess exemplary organizational skills.

• Demonstrable working knowledge Microsoft Office (including Word and Excel) required.
• Valid Colorado Driver s License and clean motor vehicle record preferred.
• Strong interpersonal and communications skills required.

TRAVEL REQUIREMENTS(if applicable)

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends and holidays.

Office Environment:

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.

• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.