Guest Service Agent

POSITION SUMMARY:

The Guest Services Agent is responsible for providing exceptional guest service by assisting guests with information, selection of appropriate Ski & Snowboard School lessons/programs, rental products, season passes & lift tickets, directing expectations and processing sales.  The Agent is responsible for daily reporting and accounting procedures to verify all sales of lessons, tickets and rentals and balancing the value of products sold with monies received.  The Agent provides information, answers questions, handles complaints and assists each guest regarding lessons, special programs, tickets, rentals, slope conditions, lift and trail access, and general information about the Winter Park/Fraser area.  The Agent must maintain a friendly, sincere and professional manner and be willing to share their enthusiasm for summer & winter sports and the Fraser Valley experience. Ongoing learning and professional common sense are needed to support guest and company needs.  The Agent consistently follows Alterra Mountain Company/WP policies and procedures set forth in the Employee Handbook.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation.

ESSENTIAL DUTIES:

• Greet guests in a friendly and professional manner.  Answer general and specific questions, giving accurate information.

• Assist with selection of appropriate lessons, special programs, season passes & lift tickets and rental packages by verbally communicating complete details of all products, prices and pertinent information.

• Responsible for working knowledge of all lessons, special programs and procedures and lesson locations, rental packages, lift tickets, season pass products, product pricing, WP programs and events.

• Be familiar with all rental equipment to fully understand differences in products.

• Be current on weather and snow conditions, special events and promotions within Marketing/Sales, Competition Center,  the Town of Winter Park, and general ski area information.

• Learn and maintain an excellent working knowledge of the computerized product sales system, including sales, discounts, comps, accounts receivable, returns, refunds, payment types and operation of printers.

• Process lessons, rentals, ticket & pass sales; collect payment and give correct change; process tickets, vouchers, liability releases, and rental forms.  Direct guests to appropriate meeting places and times.  Set expectations for lessons and programs.  Direct guests to complete risk management information where applicable.

• Coordinate lessons and students/participants with on-hill ski/snowboard school, ski & snowboard supervisors, through in-person, radio and telephone communication. 

• Collect guest comment information, obtaining guest data when designated and process information appropriately. 

• Professionally handle guest complaints and help solve guest problems.

• Prepare daily cash summary by counting and recording all monies received.  Sales range from approx. $100 to  $40,000+ per drawer per day.  Produce daily-computerized sales reports, accounts receivable reports, comp reports and provide backup for all discounts, comps, returns, refunds and replacements.  Accurately balance sales report against cash report.

• Maintain awareness/general knowledge of where to direct groups or their members for scheduled equipment fit times/lessons//etc. and knowledge of Group Desk location for the purpose of directing groups or their members for ticket issues, group rates, additional purchases, injury returns/refunds, etc.

• Responsible for being informed on all special promotions within Guest Services.

• Learn all Ski & Snowboard School, Rental and Pass & Ticket sales policies and procedures, as well as on-hill operations.

• Agents are responsible for the selling of tickets at the correct discounted price and during the correct time frame.  Agents must maintain accuracy while working with several different Travel Agent and Wholesale prices on any given ticket.

• Attend regular staff meetings to discuss work assignments and review updates on pertinent information.  Read staff notes and company memos daily.

• Maintain sufficient supplies & ticket/card stock at workstations.

• Assist lobby, wait-lines, specific programs as needed.

• Maintain a friendly, congenial and helpful attitude, while effectively dealing with guests and other employees.  Show cooperation and pleasant attitude.  Strive to facilitate an atmosphere of teamwork.

• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.

• Maintain a neat, organized and clean work area.

• Supports the Winter Park Way/Company mission and values

• Other duties as assigned.

REQUIRED QUALIFICATIONS:

• Must be able to perform well under pressure and have the ability and maturity to field complaints and deal with guest issues in a professional, caring, and effective manner. 

• Intermediate level skiing/snowboarding ability desirable.

• Minimum one season experience with Winter Park Resort preferable.

• One year cashiering experience, retail sales, front desk, accounting or equivalent. Basic computer skills, typing/keyboard and good communication skills essential.

• Second language desirable

• Experience in guest service, public relations and public speaking desirable. 

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.

• 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, 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.

• Able to talk and listen continuously in the process of communicating with guests, supervisors, and other employees.

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 workplace 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.

Application Deadline: Recruiting timelines vary by position, however, all Winter Park Resort positions accept applications for a minimum of 3 business days from the posting date listed above. This position is open and still accepting applications.