** Vintage Front Desk Lead Agent - Year Round**

**Job Category****:** LODGING **Requisition Number****:** VINTA08592 Showing 1 location **Job Details**

**Description**

**WINTER PARK RESORT OVERVIEW:**

**Who We Are:** At just 67 miles away, Winter Park is the closest major mountain destination to Denver. Dont be fooled by our convenient location, though youll feel remotely tucked away in our high-country corner of the Rockies. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures and an unparalleled and unfiltered Colorado experience. Whether you are fulfilling a lifelong dream to work at a ski resort or you are just wanting a change of scene, we have great jobs and an awesome experience waiting for you!

**Who We Are Looking For:**

**Perks & Benefits:** Theres more than a free season pass waiting for you! You dont just get a job at Winter Park, you get an experience and a lifestyle. As a member of our team, youll enjoy a variety of perks and benefits that are available to our year-round and seasonal employees. Some examples include:

* Free season pass to Winter Park Season and free access to all fifteen Alterra Resorts throughout North America.

* Discounted tickets for your friends & family

* Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs for eligible employees

* 401(k) plan with generous company match for all employees

* Paid parental leave of up to 6 weeks for eligible employees

* Generous food & beverage and retail discounts,

* Onsite employee childcare based on availability, discounted equipment rentals and plenty of opportunities for growth, advancement & year-round employment! Don't worry the uniforms are provided!

**POSITION SUMMARY:**

The Front Office Lead will be the leader for all front office employees coaching, motivating, and initiating our exceptional guest service standards to provide memorable experiences for our guests and staff. Leadership will be demonstrated through the Leads ability to supervise staff and understand the technical and operational functions of the front office.

**ESSENTIAL DUTIES AND RESPONSBILTIES:**

The Front Office Lead will act as the Supervisors assistant, in a full-time year-round capacity. Responsibilities include the following and other duties may be assigned.

To assist guests and employees efficiently and professionally in the operations of the front office, while maintaining the lodges standards of service, quality, and hospitality. Supervises the front desk agents, night clerks, bellmen, and drivers. Ensures proper coverage in all front office positions, and provides personal, responsive and professional service to all guests of the property. Responding to guest complaints and requests at check-in and throughout their stay.

* Assist Supervisor in the hiring, training, disciplining, performance appraisal and firing of front desk agents, night clerks, bellmen, and drivers.

* Ensures that guests enjoy their stay at the lodge and that front office service is of a superior quality. Assists in guest registration and accommodates special requests when possible.

* Thorough understanding of SMS functions, pre-arrival blocking, room moves, and special arrangements for group arrivals.

* Ensures adequate staffing for the front office and covers shifts when necessary. Available by phone for evening calls from Night Clerks. Maintains harmony among workers and resolves grievances between employees and departments.

* Thorough knowledge of the lodge, resort, activities, rates, packages, and specials.

* Studies and standardizes procedures to improve the efficiency of the front office.

* Enforces policies and procedures for employee banks, safe deposit boxes, lift tickets, computation of bills, and collection of payment.

* Enforces procedures for receiving guests, processing assignments, maintain records of room availability, and guest accounts.

* Develop detailed knowledge of reservation department, room locations, types and configurations, cancellation policy, and accept same day arrivals and future reservations. Understands post conversion functions and updates staff and all training tools used for SMS.

* Communicate with housekeeping regarding special requests, early check-ins, and room moves.

* Handles guest check-ins and checkouts, special handling of accounts, including billing scenarios, city ledgers, multiple folios, transfers and disputed charges.

* Knowledge of procedures for change requests, movie rentals, package shipping, message handling, wireless high speed internet, and location/details on all amenities offered.

* Assigns duties/shifts to employees and supervises performances to ensure adherence to all lodging/resort policies stating in the Resort Employee Handbook, Operations Manual, Job Description, and training material.

* Assists Front Office Manager with planning, scheduling of employees, and budget preparation. Completes purchase orders, assists in tracking of invoices, and receives purchases in JDE.

* Accurately submits requisitions in JDE, and all Personal Data Forms and requirements for HR and IT purposes.

* Maintains a positive work environment for guest and employees. Handles complaints by responding in the most efficient, effective, and professional manner.

* Acts as a liaison between guests and other departments. Records all requests on the daily logs and ensures each request is handled in a timely manner.

* Organizes transportation, scheduling, tracking Amtrak requests, maintain gas logs and vehicle maintenance, and acts as a liaison between guests and drivers.

* Track lift ticket and any other pre-purchases and maintains accurate and efficient fulfillment of tickets, invoices, order forms, commissions, and payment.

* Administers front office training, quizzes, and safety procedures. Revises spreadsheet and quizzes as needed.

* Reviews all front office checklists and confirms that each staff and shift is completing all operations, procedures, reports, drops, and transactions accurately. Confirm room revenue is posting every night and review no-show and special billing forecast reports daily.

* Report any usual occurrences, safety concerns, and security issues to management after following the procedures and policies stated in the manual and on the incident report.

* Maintains the appearance and upkeep of the front office and informs appropriate departments of interior or exterior issues.

* Assists Front Office Manager in initiating and completing programs and action items on our business plan, Goals & Objectives, employee opinion survey action plan, and one-on-one action grid.

* Review traces daily and adjust current and future reservations as directed. Complete knowledge of how adjustments affect housekeeping, reservations and accounting.

* Counts banks down daily, enforces policies, and confirms all transactions and banks are accurate and contain any drop information if they are short for any reason. Informs manager of any discrepancies regardless of how small.

* Understanding of ski-locker keys, check-in procedures, HSK Priority List, Daily Guest Feedback program, and amenities offered at the lodge, resort, and throughout the county. Provide directions to guests and answer inquires from guests relating to the resort services and policies.

**EXTERNAL RELATIONS AND PARTNERS:**

* Works closely with all group coordinators, keeps the group book up to date and communicates with all desk agents to make sure all groups have an excellent experience.

**SUPERVISORY RESPONSIBILITES:**

Directly supervises 5 - 15 employees in the front office department, including bellmen/drivers, front desk agents, and night clerks. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training