Office Coordinator / Guest Services

JOB DESCRIPTION

Job Title: Guest Services Agent Job Category: Year Round

FLSA Status: Non Exempt – Administrative Position Type: Full or Part Time

Reports To: Operations Manager Supervises: No One

Expected Schedule: Flexible work schedule including weekends and Holidays

POSITION SUMMARY (Used to describe the position for recruiting/ advertisements)

This dynamic role supports the operations team, including but not limited to assisting in-house guests with resolution of any questions or issues that may arise in their rental. Successful candidates must be patient, detail oriented, and possess the ability to clearly communicate verbally and in writing. This job requires connecting with people quickly in an outgoing, friendly manner. The use of persuasive communication skills to gain the interest and involvement of others in the work process is an important aspect of the job. An extreme sense of urgency is needed, combined with getting work done in complete, accurate detail and in accordance with company standards and policies.Experience in customer service resolution is a plus. This position also helps coordinate work orders with the in-house teams and outside vendors. Highly developed organizational skills are crucial to the role. Change is an ongoing occurrence of this job and will be approached conservatively and with the support and guidance of management.

ESSENTIAL JOB FUNCTIONS | RESPONSIBILITIES, TASKS AND DUTIES

To perform this job successfully, an individual must perform these essential duties satisfactorily:

Greet, interact, and direct guests, and homeowners to the best accommodation for their request; Communicate with guests by phone and email, while treating each person with friendliness, respect and professionalism; Handle all sales leads using the established “Lead Management Procedures” and utilize LiveRez to increase overall sales; Process payments and work to collect needed information on reservations without payments or declined payments and the like; Monitor guest rental agreements to ensure they are completed in a timely manner; Become knowledgeable on ski access for all properties, specifics and uniqueness of each property; Accurately state and know all company policies as it relates to the rental agreement; Employee exercises discretion and independent decision-making during each call; All other duties and responsibilities as assigned.

ANCILLARY JOB FUNCTIONS

(Outline functions that are ancillary to the essential functions or could be performed by another job)

• Team player who is dedicated and loyal to the business as a whole and assists in other departments when asked, needed or required;

Maintains a positive attitude towards the business and all co-workers; Assist with the upkeep of the office and work environment, keeping a clean and tidy workspace; Opening/ closing the business – locking the doors, turning on/off the lights

EXPERIENCE AND EDUCATION REQUIREMENTS

Page 1 of 2

JOB DESCRIPTION

One to three years’ experience in a customer service position One to three years’ experience in the Hospitality industry Minimum of a high school diploma or GED Combination of education and experience may be considered

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those Essential Job Functions and must be met by an employee for successful performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Job Functions.

Must be able to work indoors and outdoors in variable weather conditions and extreme temperatures Must be able to work in an open-office and moderately noisy environment with music, multiple conversations, plus other distractions Must be able to listen, hear and talk in the English language This position is not active and requires employees to frequently sit at a desk for long periods of time (standing desk variations are an option) Regularly required to walk, climb stairs, kneel, stoop crouch, reach, lift, carry, push and pull Must be able to occasionally lift a minimum of 50 pounds

KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE: (BODY OF INFORMATION NECESSARY TO PERFORM THE JOB) Knowledge of Hospitality industry as it pertains to the Big Sky Community Knowledge of each property and its uniqueness Knowledge of sales and how to best encourage guests to purchase Vacations from BSVR

SKILLS: (LEVEL OF PROFICIENCY) Computer skills – proficient in using Microsoft Office programs, typing and reservations systems Language skills – capable of reading and writing the English language in a professional manner Organization skills – maintaining tasks and objects in a logical arrangement so they are easily located Problem-solving skills – discovering, analyzing and fixing issues that need attention

ABILITIES: (CAPABILITIES) Communication – capable of positive communication using verbal, written and body language Concentration – to work with accuracy, with minimal supervision and make appropriate decisions Teamwork – work with diverse individuals/ employees and still accomplish company and personal goals

DISCLAIMER AND ACKNOWLEDGMENT

This job description is only a summary of typical functions and essential duties being performed by individuals assigned to this position. The actual duties, roles and responsibilities may differ slightly from this job description and is not intended to be an exhaustive list. In signing this form, I understand the position’s requirements and I acknowledge thatI can perform these essential job functions satisfactorily, as outlined above.

Employee’s Date: Signature

Employee Print

Approved By: Date:

Last Updated By: Kari Gras, HR Date: 5/17/2019

Page 2 of 2

Job Type: Full-time

Pay: $23.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

Salary : $23 - $26