Vail Resorts Careers

Description

The Front Desk Agent is responsible for maintaining the Brand Standards of Guest Service during check in and check out. This position will follow all front desk procedures to ensure a professional and genuine guest experience. This person will possess outstanding customer service, interpersonal and presentation skills in order to assist and resolve guest issues and complaints.

• Welcomes guests in a warm, friendly, prompt, and professional manner
• Register guests, issue room keys, provide information, process payment for stay, and close out guest accounts at time of check out
• Up-sell rooms when possible to maximize lodging revenue
• Utilize all guest notes to provide preferences on accommodations and services
• Follow proper cash handling procedures outlined in the bank contract and training manual
• Distribute mail/messages/faxes to guests and employees and handle shipping arrangements for guest packages
• Assist at other front desks, internal and external departments as necessary
• Handle confidential and guest information with the highest degree of integrity
• Ensure the area is maintained in an organized manner and kept cleaned every shift.  (i.e. entrance, lobby, front desk, back office, storage closets)
• Complete all administrative paperwork in a timely and accurate manner 
• At the discretion of the Front Desk Manager, Assistant Front Desk Manager and Front Desk Lead, help train new team members
• Responsible for ensuring that all resort guests have the highest quality guest service experience possible by adhering to the brand standards while maintaining a profitable department.
• Utilize all guest profiles to personalize the guest experience and provide preferences on accomodations and services
• Answer the phone according to brand and resort standards
• Exhibits excellent hospitality guest service skills and demonstrates a strong attention to detail and follow up
• Performs all duties required of the front desk staff and capable of assisting other property management and hotel staff, as necessary, to include filling in other roles such as; concierge, greeter, PBX, Guest Service Agent and any other assistance when called upon
• Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees, managers and guests
• Anticipate guest' needs, respond promptly and acknowledge all guests
• Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels
• Notifies manager or lead if any equipment is broken or supplies are running low
• Practices safe work habits in all types of duties and with all equipment
• Ensure the department leads the charge in regard to recycling efforts and environmental initiative.
• Complies with all Resort policies, procedures and standards of operation