The Resort Agent position is responsible for guest services of both Eagle Ridge Resort and Superior Ridge Resort. This position will be based in Lutsen at the Eagle Ridge Resort Front Desk and will handle all daily operations, reservations, and duties for our two resort properties.
Essential Duties and Responsibilities
- Provide customer excellent customer service to all guests, onsite and via phone/email
- Assist guests with booking room and package reservations
- Check guests in and out both onsite and remotely at both property locations
- Manage guest folios
- Process all OTA reservations
- Assisting guests with area questions and resort amenities
- Assist guests with the redemption of their Lutsen Mountains purchases including tickets and rentals
- Work with guests directly on-site as well through our texting service
- Ensure that all daily tasks are completed
- Work with housekeeping and maintenance departments on guest requests to ensure service standards are met
- Maintain superior knowledge of all resort products and support company sales goals
- Maintain a strong working knowledge of all POS systems (Resort Data Processing, Siriusware, and E-Commerce platforms)
- Ensure exceptional customer service is being provided
- De-Escalate customer concerns/complaints
- Works with the Front Desk Manager and Assistant General Manager
A full job description and handbook will be provided including all duties upon hire.
- Customer Service experience
- Experience with Resort Data Processing (RDP) or equivalent software preferred
- Intermediate working knowledge of MS Office and web-based system applications
- Reliable and team-oriented
- Must be able to stand for long periods of time.
- Self-motivated individual.
- Ability to interact socially and courteously with guests and coworkers.
- Ability to multitask.
- Strong computer skills.
Education and/or Experience
A minimum of one-year hotel/resort front office experience is preferred. Staff must be able to work on weekends and holidays. Evening and day shifts are available.