Front Desk Associate

The Canyon Haus is located near the center of the Canyons Village and a 2-minute walk to the Park City lifts and gondolas. With on-site employee parking and a (free) bus stop right across the street, we offer a safe, comfortable place of employment. If you ask our staff why they like to work here, it’s our culture. We appreciate our coworkers, we appreciate diversity and we unite around our passion for hospitality and taking care of our owners and guests. We consistently maintain one of the highest guest review scores, with guests frequently highlighting our friendly, attentive staff and exceptionally clean rooms.

Duties & Responsibilities

• Arrive on time and be prepared to begin each scheduled shift.
• Answering calls, emails, and texts directed to the guest services team from guests, team members, and others.
• Promptly communicating updates and issues to guests and other team members.
• Reporting, assigning, and scheduling maintenance and general tasks to our property management team.
• Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Troubleshooting common guest concerns and property issues.
• Utilizing available system resources to provide answers to common questions.
• Maintaining a working knowledge of all software and systems used in the guest services environment.
• Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
• Communicating real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
• Communicating guest details to condo associations and homeowner’s associations as needed.
• Maintaining detailed records of communication received, communication sent, and action taken within system notes.
• Maintaining a friendly working relationship with all coworkers, third party vendors, and other internal departments.
• Creating and updating reservations in the company’s booking systems.
• Responding to reservation inquiries from potential guests.
• Performing updates to system resources.
• Handling guest requests for compensation when problems occur during the guests stay.
• Completing additional duties assigned by the Guest Services Manager as needed.

Desired Skills

• A friendly, professional, approachable and a welcoming personality
• Strong verbal and written communication skills.
• Strong Windows desktop navigation skills.
• Strong attention to detail.
• Ability to stay calm and be kind in potentially high stress situations.
• Familiarity with the properties, companies, and guest destinations in the area where the position is located.
• Ability to stay organized and effectively manage time.
• Competency in Microsoft Office Suite.
• Basic knowledge of keyboard use and typing.
• High School Diploma or GED.
• At least 1 year of customer service experience.
• Availability to work nights, weekends, and holidays.
• Reliable transportation to and from work.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of standing and moving from location to location
• Must be able to lift up to 15 pounds at times

As part of our guest services team, the Front Desk Agent is the first point of contact for both owners and guests. This critical position is the coordinator between our guests and the teams that support them; Housekeeping, Maintenance, Guest Services, Homeowners Liaison etc. This position requires strong communications skills plus attention to detail. In addition to the normal duties of checking in guests, making keys and following through on guest requests, this role requires someone who anticipates guest needs and is willing to go the extra mile to support our guests and coworkers.