Winter Park Resort
hospitality
FrontDeskAgent
“Front Desk Agent at Winter Park Resort. Skills: guest service, reservations, operations. Maintaining the Front Desk operation. Responding to all guest service requests”
Industry & Context.
identify and mitigate any potential guest or homeowner service issues; rectify any problems with outstanding balances; rectify any problems with soft blocked rooms; rectify any problems with out-of-order rooms; rectify any problems with oversell situations; Rectify any issues preventing the Front Desk from operating correctly
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, standing, 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, May be required to work evenings, weekends, and holidays
What They're Looking For.
Must Have
Minimum of one (1) year working in the hotel, lodging, resort, or hospitality industries (in a guest service, front desk or accounting function) or call center environment required, Demonstrable working knowledge Microsoft Office (including Word and Excel) required, interpersonal and communications skills required
Nice to Have
Experience using Springer-Miller System (SMS) preferred, Experience using HotSOS preferred, Experience using Zingle preferred, Valid Colorado Driver’s License and clean motor vehicle record preferred, higher education desired
What You'll Do.
Maintaining the Front Desk operation
Responding to all guest service requests
Performing check-in and check-outs
Performing QA on reservations
Follow Winter Park policies and procedures
Follow applicable laws
Follow health and sanitation codes
Answer incoming PBX calls
Make new/altering reservations
Log all owner/guest requests
Follow all emergency procedures
Improve current process
Rectify any issues preventing operation
Perform detailed QA on arrivals
Mitigate potential guest or homeowner service issues
Rectify problems with balances
Rectify problems with soft blocked rooms
Rectify problems with out-of-order rooms
Rectify problems with oversell situations
Perform daily bucket checks
Communicate with housekeeping
Assemble pre-registration packages
Record all requests in HotSOS
Ensure request is handled timely
Organize transportation
Schedule transportation
Handle Amtrak requests
Liaise between guests and drivers
Stay current with lodging information
Stay current with resort information
Stay current with local area information
Answer incoming calls
Maintain cleanliness of Lobby
Maintain cleanliness of entryways
Maintain cleanliness of pool areas
Pick up outside trash
Empty trash cans inside
Empty trash cans outside
How You'll Work.
Team & Collaboration
Acts as a coordinator and communications liaison with owners, guess, resort security, resort senior management, and emergency services; Contacts and work with IT and SMS-Host support; Communicates with the housekeeping department; Acts as a liaison between guests and other departments; Liaison between guests and drivers; Communicating with guests, supervisors, and other employees
Communication Scope
interpersonal and communications skills
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