Whistler Vacation Club
FRONT DESK CLERK
Position Reports to: Operations Manager & Front Desk Supervisor
The Front Desk acts as the first line of contact for all guest interactions while in Whistler. From check in to check out, the front desk staff are responsible for ensuring that guests have all they need to fully enjoy their stay. Also responsible for acting as a line of communication between departments, ensuring that all relevant information is passed between housekeeping, maintenance and member services.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Handles all aspects of guest check-in/out, including preparing check-in packages, following WVC check-in procedures, preparing late check-ins, processing and filing of reservations during and after the stay, performing check-outs, ensuring they are on time and all relevant items are returned.
2. Communication: distribute pertinent information to guests (road closures, weather warnings, physical plant issues, etc), use and review front desk log book, following up as needed, ensure communication between departments, prepare arrival & departure reports for housekeeping and maintenance, handle guest complaints and concerns as they arise.
3. Front desk clerical work, including but not limited to: answering telephones, email, and voicemail, preparing shift reports and processing payments, guest and master key control, noting housekeeping and maintenance duties, recording comment cards, signing for and distributing deliveries to guests and other departments, collecting inbound and outgoing mail, and returning Lost & Found items.
4. Member Services: booking reservations for WVC members, issuing confirmation and pre-arrival notices, auditing RCI inbound reservations, first line of contact for members’ questions, collections of maintenance fees.
5. Concierge duties: restaurant and activities recommendations and bookings, maintain lobby and coffee bar, distribute pool towels and other guest items, and other guest requests as required.
BASED ON THE DEMAND OF THE OPERATION, THE DUTIES AND RESPONSIBILITIES OF THE FRONT DESK MAY CHANGE FROM TIME TO TIME.
- Must be computer literate and comfortable with MS Office applications.
- Must be comfortable interacting with public both in person and on the telephone
EXPERIENCE AND EDUCATION
- Customer service skills are essential
- A good attitude and helpful smile!
- Improving member and guest satisfaction
- Meeting and exceeding RCI & WVC comment card score goals