Lodging Guest/Outside Services (Whitefish Mountain Resort)

Guest/Outside Services (OS) Crew

The Guest Services and Outside Services team member at Whitefish Mountain Resort Lodging (WMRL) is responsible for ensuring a seamless and welcoming experience for guests and property owners, from arrival to departure. The role combines guest service duties, such as assisting with check-ins, luggage handling, and providing information about the resort, with grounds maintenance tasks like snow and garbage removal, and property upkeep. This position requires the ability to deliver exceptional customer service while maintaining a safe, clean, and attractive environment for guests and owners. The team member will assist with daily property checks, light maintenance, and use of seasonal equipment to maintain the grounds and exterior spaces. Additionally, the role will involve basic administrative reporting tasks, assisting in operation of a grocery store, and helping solve customer inquiries. Flexibility to adapt to changing work conditions and work hours, including weekends, evenings, and holidays, is required to meet demand.

Job Relationships Reports to: Front Desk and Village Market Manager, Assistant Manager, and Supervisors Employees Supervised: None

Job Specifications

• High School graduate or GED equivalent
• Experience in lodging, property management, or resort-specific desk duties and guest service preferred
• High-quality guest services experience, three years minimum preferred
• Knowledge of the local area preferred
• Requires working weekends, evenings, and holidays; overtime may be required during peak demand times at the discretion of management
• Flexibility in schedule changes on short notice is required
• OS-specific: Grounds crew or landscaping experience preferred
• Office clerical experience preferred, including MS 365, copy/fax, RTP, Streamline
• Demonstrated ability to work with a diverse group of people and handle a variety of tasks and challenging situations in a calm, professional manner
• Must be a self-starter and able to work independently with little supervision
• Must possess excellent written and verbal communication skills
• Able to multi-task in a fast-paced environment while prioritizing customer concerns with the highest level of service
• Ability to cross-sell other departments and businesses at the resort to guests
• Per WSI Vehicle Insurance standards: must be at least 21 years of age to transport guests, possess a valid driver's license, and be eligible for WSI's vehicle insurance policy
• Must take responsibility for personal safety and participate in company safety programs
• Must be able to work safely within OSHA guidelines for hazardous materials, including fuels, oils, fertilizers, herbicides, and pesticides
• Work within the framework of company and department policies and procedures as set forth in employee manuals

Specific Duties

• GS-specific: Complete assigned duties related to guest issues and general property care including property checks, garbage removal, package delivery, technology troubleshooting assistance, shuttles, resupplying condo amenities, delivery of loaner items, minor maintenance, luggage handling, and basic snow removal in winter
• OS-specific: Assist in garbage removal, snow removal (winter), and grounds maintenance (mowing, trimming, raking, debris pick-up) at units on a schedule ranging from twice weekly to daily as needed
• OS-specific: Operate and maintain seasonal maintenance equipment, mix fuel, and use the fuel dispensing system as needed, including leaf blowers, riding mowers, push mowers, power sweepers, and snow blowers
• Perform weekly vehicle inspections per WSI policy and standards
• Monitor changing environmental conditions and take appropriate action to ensure safety for guests, owners, and staff
• Use Streamline software and phones to interact with reservations, answer guest inquiries, create work orders, and complete arrival/departure tasks
• Provide administrative support to managers, including record keeping and data entry
• Communicate professionally using internet, MS Office, Teams, and SharePoint
• Assist guests at arrival and departure according to procedure
• Provide thorough information to guests about the resort and surrounding areas
• Clean public use areas of the Lodging Check-In and company vehicles daily
• Sell, clean, receive, stock, and face products in Village Market, including accurate sales transactions
• Emphasize customer service and safety in all operations and participate in ongoing training to maintain standards
• Acquire knowledge specific to WMRL-managed properties
• Gain detailed knowledge of other resort departments and effectively communicate this to guests
• Maintain professional appearance and communications at all times
• Use base radio and telephone systems to provide professional communication, including after-hours switchboard service for the resort
• Perform other tasks as assigned to support department operations
• Develop and maintain positive working relationships with Security, Housekeeping, and Maintenance to resolve guest concerns
• Willingness to learn and perform all positions related to Lodging operations to enhance guest service

Work Environment

• Moderate physical activity including bending, stooping, lifting, climbing stairs, shoveling, and stretching; frequently handling 2050 pounds, often overhead
• Ability to stand for up to 8 hours per day
• Ability to sit/stand at a computer workstation for up to 2 hours daily
• Ability to assist guests with technology and telecommunications issues
• Safely drive company vehicles in daily duties
• Work under varying and sometimes severe weather conditions
• Use approved chemical cleaning agents daily; training and safety data sheets provided
• Operate efficiently in an office setting using computers to communicate and assist guests
• Flexibility in schedule changes on short notice is required
• Non-smoking environment

Safety & Wellness All team members must be on constant alert for unsafe conditions and work behaviors. This includes periodic inspections of work and public areas and prompt notification to correct unsafe conditions or practices.

This job description is a general outline of duties and responsibilities and may be changed or revised by Winter Sports, Inc. management at any time. Responsibilities are guidelines only and not necessarily limited to these specifications.