s u n d a n c e
Job Title: Communications Desk Agent Department: Operations Reports To: Communications Desk Supervisor Rate of Pay: $17.00 per hour + guest package commissions Shift: Variable shifts; 7:30am-3:30pm or 12pm-8pm 8-hour shifts, 2-4 shifts per week Must be available Weekends & Holidays Part-Time, Year-Round SUMMARY The Communications Agent is a well-versed source of property and amenity knowledge representing a professional first contact during all guest engagements by politely answering incoming phone calls, answering questions, making reservations and suggestions to provide a complete guest experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed.
Answer and direct incoming phone calls using extensive knowledge of the resort.
Contact employees when needed.
Act as the communications dispatch in the event of an emergency, road closure, etc.
Disseminate the daily newsletter of resort information and activity pages.
Assist Communications Desk Supervisor in creating and distributing the Monthly Employee Newsletter.
Multi-task efficiently and accurately with a pleasant telephone voice and friendly, professional demeanor.
Make reservations for callers at all Sundance Outlets.
Contact Outlet Managers for restaurant group reservations.
Contact appropriate departments for guest questions and requests.
Exhibit exceptional Sundance knowledge and ability to effectively communicate with staff and guests.
Obtain and proactively maintain an inclusive knowledge of all resort amenities, activities, programming, and environmental initiatives.
Share the Sundance story of land preservation and environmental commitment at appropriate times.
Support recycling program.
Thrive in a fast paced or leisurely working environment and effectively manage multiple tasks and competing deadlines.
Keep Sundance business and guest information confidential.
Keep confidential guest names in accordance with safety and security policies.
Operate telephone, including voice mail, dialing codes, wake up calls, radios, etc.
Resolve guest complaints and/or service inquiries.
Coordinate with Sales and Front Office all group shipping and delivery needs.
Sort incoming mail and distribute it to the proper department mailboxes.
Help departments and guests with outgoing packages (including packaging them neatly and safely), weigh, enter in log, and charge appropriately following accounting procedures.
Coordinate the making and distribution of resort documents including the Sundance Daily, resort activity sheet, and resort phone directory.
Work directly with Safety for checking in and out property keys and department radios, maintaining the resort text program for employees to share information regarding events and emergencies, fields resort emergency calls (i.e., fire calls, medical emergencies, etc.), and facilitate accurate and efficient communication with appropriate parties.
Assist Director of Guest Services and Resort Ticketing and Communications Desk Supervisor with additional duties and responsibilities as assigned.
ALL SUNDANCE REPRESENTATIVES ARE EXPECTED TO: Embrace and promote all facets of the Sundance Guiding Principles: vision, mission, service standards and values.
Exhibit job and product knowledge to accurately support and promote all Sundance departments, amenities, and programming ventures.
Be flexible to meet business demands, work well under pressure, meet deadlines, and manage time appropriately.
Work with a broad-based constituency and provide excellent service to all internal and external guests.
Demonstrate cooperative behavior with colleagues and supervisors.
Keep information confidential as directed in the confidentiality agreement.
Support and comply with all Sundance policies, procedures, and standards.
Protect Sundance assets.
Be a positive ambassador of Sundance inside and outside of work.
DISCLAIMER This is a general description of this job. All employees of Sundance Mountain Resort will be required to perform any task that is asked of him/her within legal and ethical parameters and company policy.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE High school diploma or GED; or three years related experience and/or training.
TECHNICAL/COMPUTER SKILLS Must have proficient computer abilities and be able to type 40 words per minute.
Be proficient with ten keys, word processing, spreadsheets, internet navigation, electronic mail, and gain proficiency in our Property Management System.
CERTIFICATIONS, LICENSES, REGISTRATIONS LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Must speak, read, and write English accurately and fluently.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand, climb, or balance, stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
OTHER QUALIFICATIONS Must be 18 years of age or older.
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