WP - Guest Services Information E-Agent - Full Time - Winter Seasonal

The Guest Services E-Information Agent (E-agent) must be an outgoing and self-motivated individual with a friendly personality and a passion for guest service and the Winter Park Resort experience.

They must be detail-oriented and be able to accurately research and efficiently deliver a wide variety of guest information services. An E-Agent is responsible for answering questions and handling guest comments, questions, and complaints via telephone, e-mail and face-to-face interactions with guests. An E-Agent should have Winter Park Resort/Fraser Valley knowledge and experience and be willing to share their enthusiasm for resort activities. Responsibilities include, but are not limited to, answering and directing in-coming Resort telephone calls, internet and intranet web-site maintenance, snow report and grooming map production and distribution, e-mail and on-line information services, administration of marketing surveys, maintenance of brochure displays, and updating/communication of promotional information. An E-agent needs to recognize and network with select area personnel and departments to direct guests appropriately. Self-initiated contact with guests at the base and on-mountain and participation in a wide variety of services and products for extensive product knowledge is expected. Ongoing learning and use of initiative are required to support guest and department needs. The E-Agent consistently follows I/WPOC policies and procedures set forth in the Employee Handbook.

• Promptly answer and operate the switchboard and Guest Services Hotlines as outlined in the phone instruction manual; refer calls to the appropriate personnel, department or organizations or supply the requested information, in a polite and professional manner. Take and deliver messages as necessary.
• Monitor the shared guest information email inbox, and respond to guest inquiries promptly with accurate and concise information.
• As the Resort guest service receptionist, give information on conditions, weather, daily report, lift ticket rates, season pass products, special events and promotions.
• Create daily resort report/grooming map and weather/information reports and ensure timely delivery by e-mail, fax, on-line and hard copy.
• Update recorded voice-mail sales and information messages, when required.
• Attend regular staff meetings to discuss work assignments and review information updates.
• Answer guest e-mail inquiries and comments promptly and accurately with emphasis on sales, problem solving, conflict resolution, and service or service recovery.
• Maintain current event bulletin boards, collateral displays and map boxes.
• Conduct surveys and various aspects of market research, when required.
• Maintain and update informational reference books/Intranet web site for use company-wide.
• During and after power outages, assists with incoming power failure line calls and facilitates additional maintenance of telephone system after power has been restored.
• Facilitate orders for phone repairs, installations and removal.
• Assists Sales & Marketing departments to actively promote and cross-sell summer/winter seasonal products and services.
• Assist guests with resort information at the base and on-mountain contact areas.
• Assist when assigned with various special events including, but not limited to, animation efforts, seasonal events, promotions, group recreational races, picnics and catered meals.
• Report and/or correct unsafe conditions regarding equipment, work area and ski area in general.
• Maintain a friendly and helpful attitude while dealing effectively with guests and co-workers.
• Maintain a neat, organized and clean work area.
• Perform other duties as assigned by supervisor(s).

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS

Education:

• High School Diploma or equivalent

Experience:

• Minimum one season experience at Winter Park Resort preferable and desired, but not required. Some knowledge of the Winter Park Fraser Valley area desirable.
• Demonstrated strong experience with Microsoft Outlook and Word, and some experience with Internet/web, Excel, Publisher, and PowerPoint required.
• Public relations or public speaking experience desirable.
• One year experience required working directly in an office setting, to include data entry, regular PC/computer use, live front desk management, multi-line telephone use, reservations or equivalent

• Prior experience with multi-line telephones or telephone consoles desirable.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• Exceptional organizational and guest services skills required.
• Demonstrated keyboard and software program proficiency at an intermediate to advanced level with Microsoft Office systems required.
• Intermediate level skiing/riding ability desirable.
• Diplomatic attitude in dealing with others, especially in stressful situations requiring conflict resolution.
• Ability to speak effectively to both individuals and groups.
• Able to perform well under pressure.
• Able to multi-task

TRAVEL REQUIREMENTS(if applicable)

PHYSICAL DEMANDS AND WORKING CONDITIONS(samples provided need to be adjusted to fit position, delete all that don t apply)

This position may be required to work evenings, weekends and holidays.

Office Environment:

This position may be required to work evenings, weekends and holidays.

• 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.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.