Front Desk Agent - Sundance Mountain Resort

Job Title:                    FRONT DESK AGENT        

Department:               Lodging          

Reports To:                Front Office Manager

Rate of Pay:                $13.50 per hour + upgrade commissions

Shift:                           Variable shifts based on occupancy levels

                                    Coverage required 6:30 am 12:00 am (Shifts typically 9 hours each)     

                                    MUST BE AVAILABLE WEEKENDS & HOLIDAYS

                                    Part Time Position, Year Round Position

SUMMARY

The Front Desk Agent performs all front desk duties and works cohesively with front office staff and supporting outlets to create transformational experiences for Sundance resort guests and employees. Creates a sense of arrival by ensuring the front desk area is well organized, presentable and inviting to all guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provides consistent, professional presence to welcome guests to Sundance.

Exemplifies courtesy, patience, empathy and thoroughness.

Fulfills guest service obligations as outlined in our Preferred & Forbes service agreements.

Performs the following front desk activities to the Sundance standard:

Warmly greets and thanks each guest.

Checks guests in and out of Sundance Cottages.

Coordinates group arrivals and departures.

Obtains complete guest information, including contact information and valid payment methods.

Ensures that payment is made for guest folios prior to their departures.

Organizes requests for bell service by coordinating with the bell staff and satisfying multiple requests at once.

Possesses a positive and friendly attitude.

Possesses an exceptional Sundance knowledge and ability to effectively communicate to staff and guests.

Possesses exceptional interpersonal and customer service skills.

Anticipates guests needs.

Possesses the ability to multi-task and effectively work in a fast pace or leisure working environment.

Stays informed of group activities and needs.

Assists with Concierge duties when needed.

Answers inquiries pertaining to hotel policies and services.

Assists with taking lodging reservations after hours (and sometimes during).

Advises guests of available activities such as horseback riding, hiking, skiing, etc.

Resolves guest complaints.

Attends to repeat and VIP guests.

Possesses a working knowledge of package codes and rates.

Directs the flow of bell staff, concierge, and switchboard to most effectively fulfill guest needs.

Supports the recycling program and assists and educates guests as needed.

Shares the Sundance story of land preservation and environmental commitment as the occasion arises.

Coordinates guests needs with other departments in order to make sure they are satisfied.

Knows hours of operations for all Sundance outlets.

Assists with Front Office Manager with special projects as needed.

ALL SUNDANCE REPRESENTATIVES ARE EXPECTED TO:

Embrace and promote all facets of the Sundance Guiding Principles:  vision, mission, service standards, and values.

Exhibit job and product knowledge to accurately support and promote all Sundance departments, amenities and programming ventures.

Be flexible to meet business demands, work well under pressure, meet deadlines and manage time appropriately.

Work with a broad based constituency and provide excellent service to all internal and external guests.

Demonstrate cooperative behavior with colleagues and supervisors.

Keep information confidential as directed in the confidentiality agreement.

Support and comply with all Sundance policies, procedures, and standards.

Protect Sundance assets.

Be a positive ambassador of Sundance inside and outside of work

ENVIRONMENTAL COMMITMENT

Support and participate in environmental programs associated with position, for example:  minimize waste, recycle, conserve energy, purchase and use sustainable products, educate co-workers/guests on environmental ethic, support vendors with similar environmental ethic, decrease pollution levels, minimize the use of toxic chemicals, restore wild life habitats, car-pool with colleagues and coworkers to minimize carbon emissions.  All employees are invited to participate in environmental or Sundance Preserve sponsored events.

DRESS CODE

Sundance recognizes the impact that our image has on the guest's impression of the resort and the perception of our ability to provide professional service to our clientele.  As representatives of Sundance all employees including mangers are expected to be in compliance with the Dress Code determined for his/her department as defined in the job description or follow the standards below.

In order to best promote a positive, professional image that meets Sundance guest's expectations, employees are required to dress in a professional, conservative fashion that is appropriate for their area.  Please use the following as a minimum standard: 

All aspects of the Personal Appearance policy (SPL#50) must be in compliance.

Employees are required to wear nametags at all times while on duty.

Clothing must be unwrinkled, clean, and in good condition (no rips, tears, or frays regardless of whether accidental or fashionably placed).

Blue jeans are permitted.

Men's shirts must be tucked in.

Appropriate skirt length is from the knee to the ankle.

A tailored fit is required of all clothing.

Tank tops, halter tops tube tops, and spaghetti straps are prohibited.

Sleeveless shirts are permitted for females.

Bare midriffs are prohibited.

Proper footwear for your department is required.

Dress sandals are permitted for females.

Flip flops are prohibited in all areas.

Tennis shoes are prohibited unless there is a business need (ie:  Mtn. Ops.)

Fashion sneakers are allowed within department approved parameters.

If your department allows t-shirts, they must be in good condition and have appropriate Sundance logos. 

If your department allows baseball caps, they must be in good condition and have appropriate Sundance logos.

If your department allows beanies, they must be in good condition and Sundance branded.

Employees working in retail outlets may wear t-shirts and caps that are sold in their area if no uniform is provided.

Accommodations

Sundance will reasonably accommodate employees with religious beliefs or a disability that may make it difficult for that employee to comply fully with the Personal Appearance Policy.  Employees should contact their supervisor or Human Resources to request a reasonable accommodation that will comply to the greatest extent possible with the policy.

DISCLAIMER 

This is a general description of this job.  All employees of SUNDANCE PARTNERS LTD. will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Excellent organizational skills.  Excellent communication skills, task management, leadership skills and previous front desk experience.  Springer Miller System experience helpful.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and six months related experience and/or training; or equivalent combination of education and experience.  Resort experience preferred.

TECHNICAL/COMPUTER SKILLS

Computer proficiency in word processing, spreadsheets, internet navigation and electronic mail.  SMS knowledge essential.

CERTIFICATIONS

Must possess a valid U.S. Drivers' License in good standing as determined by Sundance's Insurance Company guidelines.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear.  The employee frequently is required to reach with hands and arms and stoop, kneel, crouch, or crawl.  The employee is occasionally required to sit and use hands to finger, handle, or feel.  The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, and distance vision.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions.  The employee is frequently exposed to wet and/or humid conditions.  The employee is occasionally exposed to high, precarious places.  The noise level in the work environment is usually moderate.

OTHER QUALIFICATIONS

Must be 18 years of age or older