Guest Services Agent

Job Title: GUEST SERVICES AGENT

Department: Activity Center

Reports To: Guest Experiences Manager

Rate of Pay: $20.00/hour

Job Type: Full-Time & Part-Time, Seasonal, 3-4 shifts/week

FLSA Status: Non-Exempt / Hourly

Position Summary

The Guest Services Agent serves as a trusted, knowledgeable, and welcoming resource for both lodging guests and day guests of Sundance Mountain Resort. This role provides a professional first point of contact for guests walking into the Activity Center or visiting the Concierge Desk, offering personalized assistance with resort activities, dining, spa services, transportation, programming, ticketing, and other recommendations.

This position is responsible for helping guests plan and enhance their Sundance experience from pre-arrival through departure. By maintaining extensive knowledge of resort amenities, activities, programming, environmental initiatives, and local attractions, the Guest Services Agent creates seamless, memorable, and personalized guest experiences that reflect the Sundance standard of hospitality.

Essential Duties and Responsibilities

Guest Service & Hospitality

• Warmly greet, thank, and assist every guest in accordance with Sundance Mountain Resort Guest Standards.
• Serve as a key point of contact for lodging guests & day guests, effectively and efficiently managing requests, inquiries, and complaints.
• Demonstrate a friendly, outgoing, and professional demeanor with a passion for creating meaningful guest experiences.
• Ensure the highest level of hospitality and service is consistently provided to all guests.
• Anticipate guest needs and offer creative solutions and recommendations within Sundance parameters.
• Handle high-pressure situations with professionalism and demonstrate the ability to diffuse challenging interactions.
• Exhibit strong interpersonal and communication skills in person, over the phone, by email, and via radio.

Resort Knowledge & Guest Experience Planning

• Proactively obtain, maintain, and share comprehensive knowledge of all resort & lodging amenities, activities, dining, spa, programming, services, facilities, seasonal offerings and special events.
• Advise guests on area activities and attractions, including Park City and Salt Lake City.
• Create customized itineraries and personalized guest experiences for lodging guests.
• Facilitate pre-arrival calls and emails, guiding lodging guests in planning their Sundance experience before arrival.
• Organize and send confirmation emails related to guest reservations and itineraries.
• Coordinate ordering and delivery of guest amenities to rooms.
• Handwrite welcome cards for guest amenities.

Reservations, Bookings & Activity Coordination

• Make reservations and bookings for guests across Sundance Resort outlets, including but not limited to:

• Serve as the primary location for ZipTour check-ins.
• Arrange guest transportation, including coordinating shuttle arrivals and departures with transportation providers.

Systems, Transactions & Administrative Duties

• Create and maintain guest profiles in the operating system.
• Accurately bill guests for transportation, grocery pick-up, amenities, and other applicable services.
• Demonstrate a basic understanding of point-of-sale operations and cash handling to perform transactions accurately.
• Carry out opening and closing duties, including accountability for the Activity Center cash register, accounting, and statistics.
• Maintain accurate guest records, reservation details, billing information, and confirmations.
• Coordinate the creation and distribution of resort documents, including the Sundance Daily, Resort Information Guide, and Resort Phone Directory.
• Willingness to learn and use software and systems related to Activity Center and Concierge operations.

Communication & Cross Department Collaboration

• Answer incoming phone calls professionally, promptly, and with extensive resort knowledge.
• Operate a two-way radio using clear instructions and appropriate language.
• Act as communications dispatch in the event of an emergency, lift closure, or other operational need.
• Work collaboratively with other departments to ensure a seamless guest experience.
• Assist Front Desk with arriving and departing guests as needed.

Standards, Organization & Professionalism

• Maintain a clean, organized, and welcoming Activity Center and Concierge area for effective operations.
• Adapt to an ever-changing and progressive workplace with fluctuating business levels.
• Effectively manage multiple tasks and competing deadlines.
• Consistently and accurately perform job duties in compliance with Sundance policies, procedures, and service standards.
• Commit to and uphold Resort and Department Service Standards.
• Exhibit meticulous attention to detail, follow-through, and exceptional resort knowledge.

Qualifications

• High school diploma or GED required; one-year certificate from a college or technical school preferred.
• 1-3 years of related experience and/or training preferred.
• Must be proficient with point-of-sale software, computer databases, spreadsheets, timekeeping systems, internet navigation, email, and Microsoft Office.
• Ability to use two-way radios to communicate clearly and professionally with staff.

Benefits

• Benefits package may include subsidized medical, dental, vision, 401(k), and paid time off policy for eligible employees.
• Employee discounts on dining and resort amenities.
• Active Season Pass.
• Training and development opportunities to enhance skills and career growth.
• Supportive team environment focused on collaboration and personal development.