Position Summary & Objective
Provides timely and accurate service to potential guests making inquiries pertinent to Limelight Aspen, Limelight Ketchum, Limelight Snowmass, The Little Nell and Residences at The Little Nell). Serve as highly motivated team member ensuring guest inquiries and leads are answered in appropriate fashion for the department as a whole. This position is temporary that will conclude after Saturday, September 7th 2019.
Eye contact should be made at a distance of no less than 10 feet from every visitor.
A genuine smile should be offered at a distance of no less than 5 feet from every visitor.
Employees should build rapport with visitors during any conversation, if the guest responds to the initial statement with a conversational demeanor.
Guest last name is used effectively, but discreetly, as a signal of recognition at least once and not more than twice during any conversation with visitors.
Before concluding conversations, the visitor is verbally offered additional assistance with a statement relevant to the visitor's individual needs.
Essential Functions of the Job
Answer inbound guest calls providing expert advice and exemplary guest service.
Demonstrate a highly professional manner and provide the highest quality of guest service.
Assist in completing the daily functions of the reservations office based on workload and business volumes.
Use available resources to research various reservation situations and guest issues.
Qualify callers by asking questions regarding the desires they have for their lodging.
Close the caller by asking for the booking at the appropriate moment in the call, or obtain the caller's name, address, and phone number for follow-up efforts.
Close sales and communicate guest needs to elevate guest experience beyond expectation.
Email confirmations and information regarding reservations made, or information requested.
Respond to all inquiries within 24 hours.
Maximize occupancy by monitoring availability and placing new reservations adjacent to existing reservations.
Report to shift on time. Successfully manage time clock entries per department schedule.
Attend meetings as required and take notes as needed.
Complete tasks and projects delegated by management and assist other departments as business volumes and staff levels demand.
To perform the job successfully, an individual should demonstrate the following competencies:
Problem solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully. Develops alternative solutions
Customer service Responds promptly to customer needs; Responds to requests for service and assistance; Takes ownership of assigned tasks.
Oral Communication Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
Motivation Demonstrates persistence and overcomes obstacle; Measures self against standard of excellence;
Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
Additional Job Duties
Make management team aware of guest's comments and complaints.
Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook.
Comply with all policies and procedures for the The Little Nell and Limelight Properties, Hospitality Division, Aspen Skiing Company.
Is familiar with fire and safety procedures. Assist in emergency and security procedures as directed by management.
Working Conditions and Physical Requirements
Indoors v Outdoors - Indoors 100% of the time.
Standing v Sitting Sitting 80%, Standing 20% of the time
Work Environment -. Working as part of a team; working AM, PM shifts. Working holidays and weekends. Overtime may be required due to business need.
Physical Requirements Ability to push/pull & carry items up to 50lbs.
Constant reaching, handling, feeling, talking, hearing and seeing (near, far, depth perception, color vision, and field of vision). Occasional climbing, balancing, stooping, kneeling, crouching, tasting, smelling. Dealing with noise of Residential Sales Office area as well as phones.
Education, License/Certifications & Skills
High School diploma or equivalent.
Two year college degree preferred.
Ability to create an environment of trust.
Ability to multi task, prioritize & delegate
Ability to remain calm and think clearly and logically under stress.
Competent with computer programs such as Microsoft Office.
Phone sales experience a plus.
Previous hotel reservation experience preferred.
Excellent written and spoken English.
Ability to articulate and present to senior staff, auditors, ownership and community stakeholders.
Aspen Skiing Company, L.L.C.