Guest Liaison & Reservations Team Member

Company Overview

At Winter Park Lodging Company, we believe where you work should be just as inspiring as what you do.

Based in the heart of Winter Park, Colorado, we manage a portfolio of stunning mountain homes and vacation rentals that welcome guests year-round to ski, explore, and recharge in the Rockies. For more than 20 years, we’ve built a reputation for delivering exceptional stays while helping homeowners maximize the value of their investments.

But what truly sets us apart is our team. We are a group of people who care deeply about hospitality, take ownership of our work, and genuinely enjoy living and working in a mountain community. Whether it's powder days in the winter or long summer evenings on the trail, we understand that great work and great lifestyle can go hand in hand.

If you're looking for a role where you can make an impact, grow your career, and be part of something special, you’ll find it here.

Position Summary

We pride ourselves on being the best at “wow-ing” our guests, as well as constantly improving and innovating in the vacation rental industry. Our company is known nationally as the gold standard for vacation rental companies.

This role is responsible for ensuring every guest has a positive, memorable experience from the moment they book until after their departure. They provide world-class service in every interaction, from making the sale until the guest has departed. An ideal candidate for this position is someone with a background in sales who has a desire to help guests find the perfect vacation rental homes, share in the excitement of their vacation and achieve all sales goals. The ideal candidate would also be positive and professional, even-keeled, and expressing an upbeat personality with the desire to learn and work as part of a team.

Successful agents have advanced conflict-resolution skills under pressure, and the ability to “make it right” for every guest.

Responsibilities

• Smoothly lead a guest through the booking process by building rapport and confidence.

• Demonstrate strong sales aptitude with ability to up-sell, cross-sell, and overcome objections

• Work with partner companies to ensure all reservations are accounted for

• Strive to achieve all personal and office-wide sales goals

• Troubleshoot and resolve reservation questions and issues

• Answer guest emails, chats, texts and phone calls and attend to their requests in a timely way

• Follow up with guests during and after their stay for feedback

• Plan, prepare and track guest gifts

• Manage lost and found between Guest Liaison and Housekeeping Teams.

• Obtain and maintain a comprehensive knowledge of all lodging properties, policies, and procedures

• Deliver exemplary guest service to satisfy and surpass guest expectations and to ensure a world class experience

• Share feedback from guest comments with our Homeowner Liaison and Marketing Team in order to improve properties and market them more accurately

• Communicate with all departments on any changes or updates with guests that impact the other department

• Work with guests on refunds if they have issues during their stay

• Travel to Steamboat/Winter Park as needed for in-person meetings and trainings with team members

• All other duties as assigned

Required Qualifications:

• College or University degree preferred or a minimum of one year experience in a guest services role.

• Hold a valid driver’s license.

• Excellent computer skills, ability to learn new software quickly.

• Able to organize, plan ahead, and self manage workload in a positive manner

• Ability to manage a high and concentrated volume of guest needs and daily tasks.

• Outstanding customer service skills including full fluency in speaking, reading, and writing English

• Ability to interact in a friendly and comfortable manner with staff and guests via phone and in person

• Detail and team oriented

• Ability to reason and create solutions in unexpected and possibly stressful situations

• Dependable and punctual

• Able to type 40 wpm

• Able to lift at least 25 pounds

• This is not a work remote job. Must live within 45 minutes of Winter Park or Steamboat Springs

Compensation & Benefits:

Hourly Rate: $24.00 - $26.00

Benefits:

• Paid time off such as PTO, sick days, and vacation days

• Health insurance

• Life insurance

• Dental insurance

• Vision insurance

• Retirement benefits or accounts

• Wellness programs