Front Desk Lead Agent

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Job Title: Front Desk Lead Agent

Job Status: Year Round 11 months

Com pensation and Benefits:

• Compensation: Proposed hiring rate of $21.00+, actual pay will be adjusted based on experience.
• Benefits: This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options; season pass for employees/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.

Job Summary:

Organizes, coordinates, and oversees daily operations at the Front Desk. Is responsible for coaching and ongoing training of up to 6 direct reports.

Essential Duties and Responsibilities:

• Performs all Front Desk Agent duties with 100% accuracy with minimal supervision.
• Very high degree of accuracy in Visual One, RTP, and the Alice APP.
Adheres to all policies and procedures and enforces as needed
• - beyond reproach at all times.
• Assists Supervisors with training new employees.
• Cover occasional Night Audit as needed.
• Cover occasional Supervisor shifts as needed.
• Promotes a "Sales Culture" at the front office by teaching upselling techniques for both check-ins and walk-ins. Also creates opportunities for promotional product sales at the Front Desk.
• Makes sure that every Agent has all the necessary information every day (Group, VIPs, resort events, etc.)
• Handles guest service issues as they arise at the Front Desk, including escalations from Agents on shift at the time.
• Uses compensation methods available to Leads to recover upset guests or escalate when necessary.
Remains calm and collected under pressure when faced with guest or employee issues
• - leads by example at all times.
• Proactively assists staff out front with answers to questions, information, guest and/or employee issues. Provide Agents with both positive and constructive feedback regularly, as needed.
• Delegates tasks to ensure that all duties are taken care of on each shift.
• Keeps front desk well stocked with daily supplies - maps, brochures, etc.
• Promotes teamwork and leads by example.
• Passes on information to next shift to ensure a smooth operation.
Excellent communication skills
• - both written and oral.
• Ability to follow proper cash handling procedures and regular bank audits.
• Ensures that everyone on shift has nametag and full uniform on and is adhering to proper grooming standards.
• Proactively QC upcoming arrivals over busy timeframes ahead of time.
• Performs all other job-related duties as assigned.

Administrative Duties:

• Assisting the Supervisor with daily administrative tasks.

Guest Service Duties:

• Leading by example with excellent guest service and coaching the agents who report to them in their guest service roles.

Other Duties as Assigned:

• This is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of POWDR-Copper, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.
• Functions as an ambassador of Copper Mountain, modeling and sharing the Copper "culture" with our guests and employees. Upholds the most professional image. Continually strives to exceed our guest's expectations and create memories for our guests and staff.

Supervisory Responsibilities:

• Supervises Front Desk Agents.
• Responsible for conducting regular one-on-one meetings with direct reports, coaching, performance appraisals, corrective actions.
• Responsible for covering occasional Supervisor shifts and be the Supervisor on Duty as required.

Personal Attributes:

• Is honest and has the highest integrity
• Is able to handle and manage confidential information
• Professional appearance. Adheres to all grooming guidelines
• Follows established policies and procedures
• Is supportive of Core Values
• Sets the example for others and is above reproach
• Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
• Is organized in tasks. Sees projects through to the finish. Has good follow-through and makes it a habit of getting back to people on issues.
• Can handle fast paced, potentially high-pressure environment
• Is flexible with hours and days of work
• Is able to work any hours of the day, any days of the week
• Prioritizes and re-prioritizes personal time and work, to have a good balance in life

Requirements:

Basic Requirements:

• Must be able to lift and carry items up to 50 lbs.
• Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
• Prolonged standing, up to 10 hours.
• Basic computer skills required.

Preferred Experience and Special Skills:

• College degree preferred, high school or equivalent required.
• Minimum (1) year in guest service position and previous leadership experience strongly preferred.
• Must be able to read, write and communicate clearly in the English language.
• Experience with Visual One, RTP, and Alice APP preferred.

POWDR-Copper Mountain, LLC is an equal opportunity employer and that race/color/religion/sex/sexual orientation/gender identity/national origin/disability/protected veterans or any other applicable status protected by state or local law, are not taken into account in any employment decision. We offer competitive benefits, employee housing, and a unique work atmosphere. All of our job opportunities are located at Copper Mountain Resort in Summit County, Colorado. 90 miles west of Denver, we are situated in the heart of Colorado's playground. All candidates must fill out an application to be considered for employment.

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