Guest Services Agent

Position Title: Guest Service Agent

Department: Lodging

Position Type: Seasonal Full-time, Seasonal Part-time

Reports To: Red Mountain Resort Lodging (RMRL) Director and Head Housekeeper

Job Description

The Guest Services Agent is a key member of our front-line team and serves as a primary point of contact for guests throughout their stay. This role is responsible for the day-to-day operation of the front desk and reception area, including reservations, guest arrivals and departures, concierge services, payments, telephone inquiries, and general resort information.

The Guest Services Agent helps guide each reservation from start to finish — from the initial inquiry and booking, through payment and check-in, to check-out and follow-up. The role also involves coordinating closely with Housekeeping, Maintenance, and other departments to ensure properties are prepared and guest needs are addressed promptly.

There are both full time and part time opportunities available and is an excellent position for someone who enjoys hospitality, problem-solving, organization, and working in a dynamic resort environment.

Confidentiality and discretion are essential, and all guest and company information must be handled in accordance with applicable privacy and safety standards.

Job Responsibilities

• Guest Services & Front Desk
• Serve as a primary point of contact for guests before, during, and after their stay.
• Welcome and assist guests upon arrival and provide a professional and friendly check-in experience.
• Process guest check-ins and check-outs accurately and efficiently.
• Manage reservations and assist guests throughout the booking process.
• Provide accurate quotes and clearly communicate rates, policies, availability, and booking details.
• Respond to incoming telephone calls, emails, and guest inquiries in a timely and professional manner.
• Provide concierge services and knowledgeable information about the resort, accommodations, local amenities, and recreational opportunities.
• Assist with guest requests, concerns, and problem-solving to ensure a positive guest experience.
• Troubleshoot day-to-day operational issues and coordinate with the appropriate department when additional assistance is required.
• Reservations & Administration
• Process payments and deposits accurately.
• Set up and monitor reminders for future payments.
• Maintain accurate reservation details, including arrival and departure dates, guest information, and lift ticket requirements where applicable.
• Process room revenues, charges, and other applicable transactions.
• Monitor and distribute rental bookings among units as efficiently and evenly as possible, where appropriate.
• Maintain accurate records and complete general administrative and office duties.
• Maintain confidentiality of guest, owner, and company information.
• Property & Operations
• Coordinate with Housekeeping to ensure units are prepared for arriving guests.
• Communicate last-minute reservation changes, arrivals, and departures to the Housekeeping Manager and housekeeping team.
• In conjunction with the Housekeeping Supervisor, ensure units are inspected following each check-out for damage, maintenance requirements, and inventory.
• Report and coordinate minor maintenance and repairs to ensure units remain safe, functional, and guest-ready.
• Assist the Housekeeping team during high-volume periods and busy turnover days.
• Maintain clear and effective communication between Guest Services, Housekeeping, Maintenance, and other departments. Perform other duties as assigned to support the overall operation.

Job Requirements/Qualifications

• Previous front desk, guest services, hospitality, or clerical experience; experience in accommodation or resort operations is an asset.
• Strong attention to detail and excellent organizational skills.
• Excellent written and verbal communication skills.
• A professional, friendly, and solutions-oriented approach to guest service.
• Strong problem-solving and decision-making abilities.
• Experience with Guesty or other accommodation/property management software is an asset.
• The ability to manage multiple priorities in a busy, fast-paced environment.
• The ability to work effectively both independently and as part of a team.