Overview As an At Your Service (AYS) Agent for the Sunday River Lodging Team, you will be the central point of communication for guests, providing accurate and timely information regarding all aspects of lodging, resort amenities, and services. You will manage guest inquiries, assist with check-ins and check-outs, and work collaboratively with various departments to ensure an exceptional guest experience. This role requires exceptional multitasking abilities, strong communication skills, and a positive, professional demeanor. You will help create lasting impressions and ensure guest satisfaction by being the go-to resource for all things related to Sunday River lodging. Responsibilities Guest Service and Communication Provide accurate and detailed information to guests regarding lodging, resort amenities, dining options, activities, mountain conditions, and transportation. Respond promptly to guest inquiries via phone, email, chat and in-person communication. Maintain a high level of guest service, offering assistance in a friendly, efficient, and professional manner. Handle check-ins and check-outs for lodging guests, ensuring smooth, efficient processes. Manage reservations, room assignments, and any changes to guest bookings in the property management system. Coordination and Collaboration Collaborate effectively with other departments (Housekeeping, Maintenance, Front Desk, Owner Services, etc.) to fulfill guest requests and address issues promptly. Communicate guest needs or concerns to the appropriate departments, ensuring timely resolution. Monitor and track guest requests to ensure all are completed accurately and on time. Administrative and Technical Support Assist with the organization of lost and found items, ensuring quick identification and return of lost belongings to guests. Update and maintain logs of guest requests, maintenance issues, and other pertinent information for future reference. Problem-Solving and Guest Experience Respond to guest concerns or issues in a professional and efficient manner, working with appropriate teams to resolve problems quickly and creatively. Escalate issues to the Manager on Duty (MOD) when necessary, ensuring clear and timely communication. Demonstrate flexibility and adaptability when resolving problems or handling last-minute requests. Operational Support Provide support to the Front Desk and other departments as needed, including covering shifts and assisting with administrative duties. Abide by Sunday River Resort’s policies and procedures to maintain a safe and efficient operation. Uphold confidentiality and integrity when handling guest and team member information. General Expectations Greet guests warmly and professionally, creating a welcoming and positive atmosphere. Contribute to a culture of positivity, productivity, and professionalism within the team. Maintain a neat, organized, and functional work area at all times. Qualifications Experience/Skills Previous customer service experience, preferably in hospitality or resort settings. Strong communication skills, both written and verbal, with the ability to handle a variety of guest interactions. Basic technical skills, including familiarity with office equipment and computer systems (previous experience with property management systems preferred). Ability to multitask and manage time efficiently in a fast-paced environment. Strong organizational skills, with attention to detail and accuracy. Personal Attributes A friendly, professional, and approachable demeanor. A strong willingness to assist others and go the extra mile for guest satisfaction. Ability to handle pressure and maintain a calm, positive attitude under challenging circumstances. Compensation & Benefits Wages range from $17 to $20 per hour, depending on experience, with opportunities for professional growth and advancement. Seasonal Team Member perks include: Free ski and golf pass for self, and additional passes for dependents of full-time Team Members. Resort discounts on lessons, equipment rentals, dining, lodging, retail, and spa Eligibility for affordable Team Member housing.