Resort Concierge & Reservation Agent Lead - Loon Mountain

The Concierge & Reservation Agent Lead primary responsibility is to call guests that have already made a reservation and garner all the information necessary for their reservation needs including but not limited to: All Snowsports Information such as date of birth, program, ski/ride ability, rental information such as shoe size, height, and weight.  Upsell the guest into other programs that they may be interested in such as tubing, adventure center, cross country.  Greet and help the reservation guest in the rental shop and guiding them through the rental/lesson process. Handle other duties, as assigned, to help the resort achieve superior guest service.  Work with Concierge Agents for a smooth, pleasant and productive work environment.

• Maintain & enhance a guest focused culture in all aspects of responsibility.
• Effective communication skills with all levels of employees, guests and others with a more specific concentration on phone communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

-Makes outgoing phone calls (also incoming) to guests to gain information for their up-coming reservation for any number of activities but with a concentration of snowsports and ski and snowboard rentals. To provide information on services and activities at the resort and in the resort area.

-Information needed for a reservation includes but is not limited to address, phone number, e-mail address, date of birth, height, weight, shoe size, ski or ride ability for all members of the reservation, confirming dates and activities and up-selling the guest into other programs and activities that might interest them.  Taking payment for all reservations if needed.

-Confirming policies, times, and other pertinent information to the guest to enhance their whole experience and more specifically their arrival experience

- Hire and schedule Concierge Agents for the Season.

- Work through Reservation issues with Concierge Agents and departments involved.

-Inputting all data into our various computer systems such as RTP. 

-Working in the rental shop greeting reservation guests as well as regular rental guests and guiding them through the rental/lesson process and helping them in any way to enhance their experience.

-Keeping abreast of resort’s departmental activities (i.e. rates, rentals, lessons and events).

-Contribute to team effort by participating in job sharing, assuming responsibility for the cleanliness of the resort and safety of guests and employee; participating in safety meetings; accepting diverse assignments; maintain a positive and friendly attitude and demeanor in all internal and external interactions.

-Some evening hours and weekends and holidays required.

-High degree of communication and cooperation between Central Reservations, Snowsports, Children’s Center and Rental departments.

RESPONSIBILITIES TO SAFETY:

1. Protect the safety of self, co-workers, and Loon Mountain Resort guests at all times.
2. Report any potentially harmful equipment or situations to the immediate supervisor without delay.
3. Report safety-related accidents and incidents at once to immediate supervisor.
4. Follow all company and department safety policies and procedures.
5. Operate equipment in a safe manner that will not lead to injury of yourself or others.
6. Drive in accordance with the law and Loon Mountain Resort policies.

SUPERVISORY RESPONSIBILITIES:  Concierge & Reservation Agents.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

A high school education; or up to one month related experience or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:  Ability to read, write, type and communicate effectively with a professional manner in the English language

MATHEMATICAL SKILLS: Basic math skills such as addition, subtraction, multiplication and division.

REASONING ABILITY:  Ability to apply common sense understanding and to solve practical problems

CERTIFICATES, LICENSES, REGISTRATIONS:  None

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.

Being able to sit for long periods of time talking to people on the phone while typing information into a computer system.

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.  Working in close quarters with others while conversing on the phone.  Also working in a large room with many people coming and going in our Rental Shop.