Guest Services Information E - agent - Winter Season (full - time)

E-Agent

At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.

Perks & Benefits:

• Free season pass to Winter Park and all Alterra Resorts
• Discounted friends & family tickets
• Medical, dental, vision, life, paid parental leave and more for eligible employees
• 401(k) plan with 100% company match - up to 4%
• Mental health resources for all employees
• Food & beverage and retail discounts
• Onsite employee childcare based on availability
• Discounted equipment rentals, pro-deals, and more

Position Summary:

The E-Agent must be an outgoing and self-motivated individual with a friendly personality and a passion for guest service and the Winter Park Resort experience. They must be detail-oriented and be able to accurately research and efficiently deliver a wide variety of guest information services. An E-Agent is responsible for answering questions and handling guest comments and complaints via telephone, e-mail, social media channels and face-to-face interactions with guests. An E-Agent should have Winter Park Resort/Fraser Valley knowledge and experience and be willing to share their enthusiasm for resort activities. Responsibilities include, but are not limited to: answering and directing in-coming Resort telephone calls, internet and intranet web-site maintenance, snow/trail grooming report, e-mail and on-line information services, maintenance of brochure displays, and updating/communication of promotional information. An E-Agent needs to recognize and network with select area personnel and departments to direct guests appropriately. Self-initiated contact with guests at the base and on-mountain and participation.

Hourly pay: $19.00

Essential Duties:

• Promptly answer and operate the switchboard and Guest Services Hotlines; refer calls to the appropriate personnel, department or organizations or supply the requested information, in a polite and professional manner. Take and deliver messages as necessary.
• Monitor the shared guest information email inbox, and respond to guest inquiries promptly with accurate and concise information.
• As the Resort guest service receptionist, give information on conditions, weather, daily report, lift ticket rates, season pass products, special events and promotions.
• Using data provided by operations teams, input and update website updates on a strict fixed schedule for dissemination on Resort's electronic channels.
• Attend regular staff meetings to discuss work assignments and review information updates.
• Answer guest e-mail inquiries and comments promptly and accurately with emphasis on sales, problem solving, conflict resolution, and service or service recovery.
• Assist Guest Services Manager and Guest Services Locker Attendant with day and seasonal locker tasks, including developing knowledge of those involved systems and assisting guests with accessing units.
• Maintain displays and print collateral at Guest Services locations
• Review and respond to guest feedback surveys through resort's online survey system.
• Maintain and update informational reference documents for use within team and company-wide.
• Assists Sales & Marketing departments to actively promote and cross-sell summer/winter seasonal products and services.
• Assist guests with resort information at the base and on-mountain contact areas.
• Assist when assigned with various special events including, but not limited to, animation efforts, seasonal events, promotions, etc.
• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.
• Maintain a friendly and helpful attitude while dealing effectively with guests and co-workers.
• Maintain a neat, organized and clean work area.
• Perform other duties as assigned by supervisor(s).
• Supports Winter Park Resort's Mission and Values.

Required Qualifications:

• Exceptional organizational and guest services skills required.
• Demonstrated keyboard and software program proficiency at an intermediate to advanced level with Microsoft Office systems required.
• Diplomatic attitude in dealing with others, especially in stressful situations requiring conflict resolution.
• Ability to speak effectively to both individuals and groups.
• Able to perform well under pressure.
• Able to multi-task

Education Requirements:

• High School Diploma or equivalent

Physical Requirements:

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 walk, talk, see, hear, and operate a computer and other office productivity machinery.

Working Conditions:

Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions.

Hazardous Materials/Noise : The noise level in the work place is usually moderate.

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.