Winter Park Resort
hospitality
FrontDeskAgent
“Front Desk Agent at Winter Park Resort. Skills: Front Desk operations, guest service, reservation management. Maintain the Front Desk operation during day-time hours. Respond to all guest service requests”
Industry & Context.
Strives to know all the answers or knows where to find them
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 in the process of communicating with guests, supervisors, and other employees, 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.
Maintain the Front Desk operation during day-time hours
Respond to all guest service requests
Perform check-in and check-outs
Perform QA on reservations
Follow Winter Park policies and procedures
Follow all applicable laws
Follow all health and sanitation codes
Log all owner/guest requests in HotSOS
Dispatch requests to appropriate team member
Follow all emergency procedures
Initiate communication via calling tree
Improve current process
Rectify issues preventing Front Desk operation
Mitigate potential guest or homeowner service issues
Rectify problems with outstanding 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 department
Assemble pre-registration packages
Record all requests in HotSOS
Ensure requests are 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 at PBX switchboard
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; Acts as a liaison between guests and other departments; Communicates with the housekeeping department; Contacts and work with IT and SMS-Host support
Communication Scope
interpersonal and communications skills required
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