*You must be a current Snowbird employee in good standing to be considered for this position.

Purpose

Under the direction of Front Office Manager and Front Desk Supervisors  
Performs all duties in regard to operation of the front desk. Checks guests in and out, gives out general information about the resort, answers telephone and on occasion, takes reservations,  receives complaints and often is asked to problem-solve and find solutions,  responsible for excellent customer service. Assist with the daily supervision of front line staff.

Position Functions / Areas of Responsibility
1.    Checks in guests in an efficient and friendly manner.
2.    Checks out at end of stay. Ascertains guest satisfaction and presents bill to the guest.
3.    Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Resolves customer complaints and assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in-person and by phone.
4.    Work in a fast-paced environment, multitask, and maintain attention to detail while providing exceptional customer service.
5.    Utilizes a variety of computer systems such as smsHost, Microsoft Word, Microsoft Excel.
6.    Assist with processing of owner reservations, entering guest information, exchange updates and rental pool releases.
7.    Process daily deposits as needed to Central Cash
8.    Maintains office supply inventories.
9.    May be responsible for being Supervisor on Duty during specific shifts such as Saturday P.M. check in shift and Sunday A.M.
10.    Assist with training of new staff.
11.    Travel: None

Interactions
1.    Direct and continuous contact with guests.
2.    Direct and continuous contact with co-workers, management and other departments.
3.    Must have the ability to interact at any time with guests and other employees in a pleasant manner and maintain good working relationships with others and all departments at Snowbird.

Education & Experience Requirements
1  High School Diploma or equivalent required.
2.  1 year of job-specific work experience in a hospitality related industry with demonstrated competence

Specific Requirements:
1.  Must be at least 21 years of age.
2.  General computer knowledge, typing skills, or other specialized training.


Skills & Knowledge
Technical:
Must have basic knowledge of all areas of Front Desk operations, Owner Reservations and Night Audit.    
Demonstrate basic competence in written and verbal communication, simple arithmetic and interpersonal relationships.
Must have the ability to handle, process, maintain and protect guest personal information, including credit card information, in compliance with all company or department policies and procedures according to PCI rules and requirements. This includes privacy and confidentiality, reporting, storage and disposal of sensitive information.  Will not share or disclose any guest personal or financial information to anyone unless authorized by the guest, manager or company or unless disclosure is permitted within departmental policies and procedures.

Administrative:    
This position requires knowledge and understanding of PCI DSS, including the safe and secure handling and maintenance of personal, financial and credit card information of guests/customers.
Requires problem solving and initiation of less clearly defined job activities. Makes relatively complex decisions regarding resolution of customer complaints. Decisions are made within broad procedural guidelines. Discretionary judgment must be used to interpret a billing problem and chose a solution satisfactory to all involved.

Working Conditions
Work Schedule:
1.  Shifts vary, may be early morning or late evening, weekends, holidays, depending on business levels.
2.  Specific Shift: Examples: 7:00 am-3:00 pm or 3:00 pm-11:00 pm

Mental:
1.  Must be prepared to stay overnight if necessary on occasional times of road closures.
2.  May experience unusual stress from continual work with public, winter conditions, snow night requirements and commuting to/from Snowbird.

Physical:
1.  Must be able to stand for long periods of time.
2  General office environment with limited physical activity.
3.  Work is subject to frequent interruptions making continuity and accuracy difficult, frequent exposure to noise.
4. Other/Additional:  Frequently deals with difficult guest service issues, with the help of management and supervisors, to find solutions satisfactory to all involved which can cause additional levels of stress.

*All job opportunities at Snowbird Ski & Summer Resort require the ability to comply with our Professional Appearance, Drug & Alcohol, and Employee Conduct Policies.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.