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About Platinum

Front Desk Agent

Job Title Front Desk Agent
Department Guest Experience
Reporting Relationships Guest Experience Manager
Supervises N/A
Hours of Work 32 - 40 hours per week, Rotating Schedule including Days and Evenings
Purpose

The Front Desk Agent is expected to provide excellent customer service that exceeds the guests’ expectations from the moment of arrival through to their departure.  This will be achieved by consistent teamwork with all other departments within Whistler Platinum.  

Qualifications
  • High School Diploma and Post Secondary Hospitality Education preferred
  • Excellent command of the English language - written and verbal. Other languages an asset
  • Excellent communication skills: able to listen, understand, clarify, and confirm
  • High-level administration skills and computer skill set writing, filing, tracking, organizing, and phone etiquette.
  • Able to multi-task and remain organized and professional
  • Able to uphold all guest confidentiality holding guest privacy and security in the highest regard
  • Previous customer service in a fast-paced environment meeting and exceeding guest expectations
  • Proficient use of Microsoft Word, Excel, and Outlook
  • Knowledge of property management systems an asset
  • Good problem resolution skills operating in a "win-win" fashion for guests
  • Team oriented
  • Outgoing, friendly and positive
  • Proactive with guests and while working unsupervised
  • Absolutely punctual and professional
  • Great knowledge of Whistler area and local activities
  • Valid BC Driver’s licence an asset
Primary Duties:
  • Make a valuable welcoming impression to all Guests
  • Ensure front desk is neat and clean at all times
  • Check-in guests with accurate instructions and details for their stay
  • Check-out guests with proper instructions and details for their return
  • Respond to guest issues, complaints, maintenance and housekeeping requests promptly and with assistance from supporting departments
  • Provide documentation of any issues for Managers
  • Provide concierge services and ensure proper billing
  • Take reservation calls and follow sales training guidelines
  • Answer email inquiries promptly
  • Be familiar with all Wildflower properties, amenities and locations
  • Complete all front desk and reservation procedures daily, demonstrating understanding of how each action affects housekeeping, audit, maintenance, reservations, resort partners and the manager on duty
  • Manage all keys, parking passes, GDO’s, security codes, alarms, unit information details with confidentiality
  • Answer phones, take messages and direct calls to required departments
  • Collect outstanding balances and send confirmation packages
  • Collect extra billing for departing guests
  • Complete audit at end of shift
  • Prepare for guest arrivals; check-in packages, communication of arrival times, ensure accurate directions and late check in policies and offer concierge services
  • Update availability on a daily basis
  • Update rates and minimum nights when requested
  • Receive deliveries for office and guests
  • Track lost and found items
  • Maintain “hand out” materials
  • Maintain and update activity, transportation, parking instructions and complex info sheets
  • Other duties as required 

Please forward your application to and include salary expectations.