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WP - Vintage Hotel - Front Desk Agent - Year Round - Full Time

WINTER PARK RESORT OVERVIEW:

Opened in January of 1940, Winter Park Resort is the oldest continuously operating resort in the United States. We are located just 67 miles north-west of Denver, which makes us the closest major ski resort to the city. Winter Park‚ s traditions are deeply rooted in railroad, logging, and the early exploration of Grand County and the local Fraser Valley. Our mission is to‚ create the best memories, again and again,‚ for our guests, our employees, our community, and our strategic partners.

Headquartered in Denver, Colorado, Alterra Mountain Company is a community of 12 iconic year-round destinations, including the world‚ s largest heli-ski operation. The company owns and operates a range of recreation, hospitality, real-estate development, food and beverage and retail businesses. Headquartered in Denver, Colorado with destinations across the continent, we are rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company‚ s family of diverse playgrounds spans five U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Deer Valley in Utah; and CMH Heli-Skiing& Summer Adventures in British Columbia. We honor each destination‚ s unique character and authenticity and celebrate the legendary adventures and enduring memories they bring to everyone together.

POSITION SUMMARY:

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.

ESSENTIAL DUTIES:
  • 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 AND SKILLS:

  • 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.

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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Winter Park Resort, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal

employment opportunity in any term, condition, or privilege of employment.

We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.

Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an‚ at will‚ relationship.



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