Guest Services Agent - Ski Country Resorts

If you're looking for a fun-loving, dynamic team to join... then look no farther.  We're now hiring the best and brightest Guest Services Agent to play a vital part in making our guests’ vacation memorable from registration to checkout.

Position: Guest Services Agent

Schedule: Full-Time; 40 Hours per week; schedule based on business needs

Pay: $20-$22 per hour

Duties & Responsibilities

• Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others.
• Assist walk ins with any requests or issues.
• Promptly communicate updates and issues to in-house guests and other team members.
• Report, assign, and schedule maintenance and general tasks to the property management team.
• Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Troubleshoot common guest concerns and property issues.
• Utilize available system resources to provide answers to common questions.
• Maintain a working knowledge of all software and systems used in the guest services environment.
• Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
• Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
• Communicate guest details to cabin associations and homeowner’s associations as needed.
• ·Maintain detailed records of communication received, communication sent, and action taken within system notes.
• Assist guests with bookings for future reservations.
• Take guest payments.
• Handle guest refunds.
• Register guests for parking.
• Handle difficult conversations such as moves, transfers, or guest concerns.
• Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
• Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
• Provide input for creating and improving departmental policies and procedures.
• Send reminders for contracts that are pending or late.
• Act in accordance with our motto, non-negotiables, and core values.
• ·Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company.

Qualifications

•  Availability to work nights, weekends, and holidays in the office.
•  At least 1 year of customer service experience
• Reliable transportation to and from work.
• Excellent communication skills with the ability to read, write and understand English.
• Ability to solve problems with minimal supervision.
• Strong attention to detail and organization skills.
• Basic computer and office skills.

Work Location: 

• In person

Benefits:

• 401(k)
• Dental/Vision insurance
• Health insurance
• Employee discounts
• Life insurance
• Paid time off
• Vacation Pay
• Employee referral program

Ski Country Resorts is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.