Front Desk Phone Operator - Jiminy Peak Mountain Resort - Hancock

Position Summary:

The Front Office at Jiminy Peak, located in the Country Inn, serves as “Customer Service Central” for the entire resort. As a Front Office Operator, you’ll play a key role in delivering exceptional service to every guest. This position requires a friendly, professional demeanor and a strong understanding of Jiminy Peak’s amenities, services, and activities. You’ll be the first point of contact for many guests—whether by phone or in person—ensuring every interaction reflects the warm and welcoming spirit of the resort.

Key Responsibilities:

• Guest Communication: Answer all incoming calls promptly and professionally, using proper greetings and phone etiquette.
• Call Management: Route incoming calls to the appropriate departments using the Mitel Contact Client system.
• Dispatch Services: Coordinate and dispatch bell staff, housekeeping, shuttle, and maintenance teams in response to guest requests, ensuring timely follow-up.
• Work Orders: Log and track maintenance requests using the SMS HOST Work Order system.
• Information Resource: Provide accurate information about the resort, mountain services, and local area using internal resources such as the dispatch report, brochures, website, and ski report.
• Concierge Support: Offer guests driving directions, resort details, and assistance with special requests.
• Event Awareness: Stay informed about on-site events and group activities by reviewing the function book and Banquet Event Orders (BEOs).
• Guest Engagement: Respond to online guest inquiries through the customer engagement messaging platform, following up to ensure satisfaction.
• Additional Duties: Perform other tasks and provide assistance as directed by management.

Qualifications:

• Must be 18 years of age or older.
• Must be available to work weekends and holidays.
• Strong computer and typing skills required.
• Experience with multi-line phone systems preferred but not required.
• Must be customer service oriented with a clear, friendly, and professional phone presence.