Guest Service Agent

Davita Inc.; Winter Park (CO); On-site; USD 10,000 - 60,000; Full time

Job summary

A popular ski resort in Winter Park seeks a Guest Services Agent to deliver exceptional customer service, assist with rentals and programs, and ensure guest satisfaction. Ideal candidates possess skills in communication and customer service, along with an aptitude for problem-solving. Join the team and embrace the excitement of winter sports while delivering great service in a dynamic outdoor setting.

Benefits

Free season pass to Winter Park and Alterra Resorts

Discounted friends & family tickets

Medical, dental, vision, life insurance for eligible employees

401(k) plan with 100% company match

Mental health resources for all employees

Food & beverage and retail discounts

Onsite employee childcare based on availability

Discounted equipment rentals

Qualifications

• Must perform well under pressure and handle guest complaints effectively.
• Experience in cashiering or retail sales is essential.
• Desirable intermediate skiing/snowboarding ability.

Responsibilities

• Assist guests with information regarding lessons, rentals, and programs.
• Process sales of lessons, rentals, and tickets.
• Handle guest complaints and ensure a positive experience.

Skills

Customer Service

Communication

Problem Solving

Education

High School Diploma or equivalent

Job description

Seasonal (Seasonal)
Who We Are: 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 Guest Services Agent is responsible for providing exceptional guest service by assisting guests with information, selection of appropriate Bike, 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 tours 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, 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 accommodations.

General Responsibilities

• 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, tours, product pricing, WP programs and events.
• Participate in lessons and tours to fully understand and experience on-hill operations.
• Be familiar with all rental equipment to fully understand and experience 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, tours, and ticket & pass sales; collect payment and give correct change; process tickets, vouchers, liability release forms, and rental forms. Direct guests to appropriate meeting place and time. Set expectations for lesson, program or tour. Direct guests to complete risk management information where applicable.
• Coordinate lessons/tours and students/participants with on-hill bike school, ski & snowboard supervisors and tour guides, through personal, radio and telephone communication. Direct group leader in locating ski patrol to file liability release and emergency care consent forms.
• 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 rate additional purchases, injury returns/refunds, etc.
• Responsible for being informed on all special promotions within Guest Services.
• Learn all Bike, 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, forms, brochures and ticket 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.
• Keep information boards, brochure racks and map boxes stocked and orderly.
• Supports the Winter Park Way
• 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, 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 and 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

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

Hourly pay: $19

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.

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.