Front Desk Agent - Hotels - Winter 2024/25

HOTELS FRONT DESK AGENT - Full Time Seasonal

Come work and play in the mountains with us!

Big White Ski Resort, or simply Big White, is a mountain resort located 56 km southeast of Kelowna in the Southern Interior of British Columbia. Just 45 minutes away from the town of Kelowna, Big White offers a unique opportunity for those who want to live, work, and explore in some of the most amazing natural attractions and activities Canada has to offer. Boasting 16 lifts, Western Canada's largest resort night skiing area, 119 runs, North America's highest outdoor skating rink, and a ski-in/ski-out village, it's easy to see why we are Canada's Favorite Family Resort!

Our Mission Statement is "To go the extra mile to ensure our visitors enjoy a memorable alpine experience in a positive, safe and friendly environment."

If this sounds like your kind of workplace, you love the outdoors and are passionate about sharing an amazing Canadian experience with our guests from around the world, then we want you to join our team!

Job Description:

As part of the Hotels Front Desk Team, you are the face of the resort; you will greet and register guests from all around the world. We are looking for someone who can provide our guests with friendly, efficient and professional customer service while working in this fast-paced environment.

Responsibilities of this position include but are not limited to:

• Conduct Direct, Travel Trade and Group guest check in and check outs following all correct procedures
• Make walk in reservations ensuring all bookings made adhere to Big White Central Reservations payment and cancellation policies
• Take cash, credit card and debit card payments when necessary
• Ensure accurate information is provided to all clients with respect to all Big White and Big White Central Reservations products
• Run daily end of shift audit reports and complete daily shift audit
• Answer and direct a high volume of incoming calls in a professional and consistent manner
• Ensure high level of customer service is maintained at all times with genuine care to attention and detail
• Assist guests with all questions and reasonable requests, keeping up to date on all current mountain events and conditions
• Troubleshoot all guest issues/problems and assist in the handling of guest complaints
• Develop a good understanding of the village layout and be able to give directions to all units in the rental pool
• Fulfill tasks in a time sensitive manner
• Communicate effectively with all departments, including Groups, Transportation, Housekeeping and Maintenance
• Follow all Health & Safety protocols and procedures
• Any other reasonable requests made a Central Reservations Manager

Ideal Candidate:

• Previous front desk or customer service experience
• Excellent communication skills
• Reliable and responsible
• Ability to follow instruction
• Detail orientated
• Professional appearance and manner
• 100% guest service oriented, having excellent people skills
• Energetic and upbeat personality, contributing to the to the positive work atmosphere
• Ability to work well under pressure in a fast-paced environment, handling high volumes of challenging guest-related interactions with professionalism
• Possess time-management and organizational skills
• Is able to work independently as well as part of a team

Perks from Day One!

• Free Season Pass providing unlimited riding at Big White!
• Free and discounted lift tickets for Family and Friends
• Free ski and snowboard lessons
• Free and discounted Lift tickets at other approved Mountain Resorts
• Free access to the staff fitness facilities (weight room and aerobics room)
• Family & Friends discounts in our accommodations
• Discounts at Big White operated restaurants
• Discounts in our retail stores
• Discounts on rentals
• Ongoing Employee events, incentives & recognition
• Flexible schedules to match your traveling companions when prearranged

Job Specifications:

• Full-time - working up to 40 hours per week
• Start date early November
• Must be available to work a variety of shifts, including mornings, nights, weekends and holidays
• Starting wage - $19.50 per hour
• Staff accommodation may be available for approved applicants
• Must be legally entitled to work in Canada

Physical Demands:

• Must be able to stand for long periods of time
• Must be able to help out in all aspects of housekeeping and cleaning of common areas
• Must be able to deal with difficult guests

Reports To:

• Duty Manager
• Front Desk Manager
• Accommodations Manager - Hotels

Location:

• Big White Ski Resort