Front Desk Specialist

Front Desk Specialist

The Front Desk Specialist is a dynamic position that includes Front Office Coordination, Local Shuttle Dispatch and Airport Transfers coordination and other tasks including Property Checks, Maintenance Issue communication and Guest & Property App development. This person is the first point of contact for a Moving Mountains arrival and therefore the 'Face/Voice of the Brand.' The guests talk to this person daily requesting shuttle pickups and trusting them to resolve maintenance issues. This position is responsible for supporting the office in answering telephones, greeting guests, guest residence walk-throughs (in-person and virtually) and overall office administrative assistance. This position requires knowledge of our properties, procedures, the local area, general office operations and excellent Communication skills and flexibility to do multiple tasks daily. This position is a customer service and logistics role and requires strong computer skills, interpersonal communication skills (both written and verbal) in interacting with guests, senior-management and all Moving Mountains employees and contractors.

• This position relies on strong computer skills and willingness to become proficient with Track, Salesforce, Microsoft Word, Excel, Outlook, Hostfully Property Guides & Breezeway scheduling software, Zipwhip Guest Text app and Lynx Remote Lock software.

• Must be able to type at least 40 words per minute.

• Effectively manage time to meet deadlines while being faced with frequent distractions and interruptions.

• Must be able to handle a high-pressure work environment and have ability to multitask, while maintaining a high standard of service.

• Willingly provide thorough information and assistance to guests regarding their vacation

• Will monitor guest feedback to find solutions within the team to solve challenges

• Will respond timely to questions in a proper and professional manner

• Ability to listen and understand the guest's needs throughout the check in process, during the stay, check-out, and post check-out

• Regularly strives to exceed Guest and team members' expectations of his/her abilities

Daily/Ongoing

• Reception – meet and greet all persons arriving at the MM Office

• Phone – answering calls to the office and redirecting as needed

• Guest Check-ins- review guest registration information, provide home information and give out keys, remotes.

• Responsible for ensuring the preparation of all guest arrivals are complete & property is ready

• Maintain guest services supplies and inventory

• Receive, log, and accurately distribute packages from USPS, UPS and FedEx

• Other projects, as needed

Knowledge of Moving Mountains

• Become familiar with the inventory of all homes, components, and amenities

• Knowledge & ability to communicate Steamboat Activities, & MM services such as shuttle, grocery delivery, etc.

DESIRED SKILLS AND EXPERIENCES

• Qualifications: High school diploma or general education degree (GED) or one to three months related experience and/or training, or equivalent combination of education and experience.

• Work Experience: 2 years or more hospitality or customer service related experience and/or training, or equivalent combination of education and experience.

• General Knowledge: Hospitality, attention to detail, customer service, multi tasking.

• Company Culture: Ability to work within the MM team and adhere to our company code and culture.

• Flexibility: Demonstrates a willingness to assist in any role within the organization in times of need. Flexible working hours and ability to regularly work on weekends.

• Adaptability: Demonstrates a willingness and ability to change as new systems are implemented.

• Certificates, licenses and registrations required: Must have a valid driver's license with a clean driving record and must maintain a clean driving record.

• Communication: Must possess excellent customer service skills, communication, and interpersonal skills.

• Diversity: Ability to work with a diverse team and clientele.

• Attitude: Personable and able to deal with variety of personality types. Positive attitude to solving problems.

• Multi-tasking: Ability with logistics and coordination of simultaneous assignments

• Work Ethic: Deadline driven, detail oriented and able to work autonomously but also as a team player.

• Teamwork: Ability to interact positively with supervisor, management, coworkers, owners and guests.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to stand and walk, talk and hear; climb, balance, bend, stoop, kneel or crawl; Continually required to utilize hand and finger dexterity.

• Continual exposure to wet and/or humid conditions, extreme heat or cold (non-weather); Continual exposure to outside weather conditions.

• The employee must regularly lift and/or move up to 20 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds.

• Additional remarks regarding work environment: Able to get in and out of a vehicle, Must be able to walk on icy & slippery surfaces, May be required to drive.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.