Guest Experience Representative

Responsibilities

• Respond to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
• Answer phones and take reservations for customers based on their various requests and our booking requirements.
• Process payments and send confirmation details to customers in a timely manner.
• Absorb and relay information to other team members for any issues that may arise with reservations.
• Absorb and relay information to other team members for group bookings and quotes.
• Work in the ticket window when necessary.
• Answer any questions customers might have about the reservation process.
• Upsell, when appropriate, by informing customers of additional services or special packages.
• Provide support to customers who may need to amend or cancel a reservation.
• Review and respond to emails and phone messages in a timely fashion.
• Document and record conversations with customers in our booking system.
• Absorb and relay information to other team members for opening and/or closing of the facility at the beginning and/or ending of each day as needed.
• Support the Manager and Director in ensuring that company policies and expectations are being met by all staff members.
• Absorb and relay information to other team members for communicating and upholding office procedures and changes to Guest Experience Staff.
• Absorb and relay information to other team members for tracking and set up of free trip benefits for staff.
• Absorb and relay information to other team members for reviewing office procedures and training manuals to ensure they are up to date.
• Absorb and relay information to other team members for setting up booking and POS software including FareHarbor and Intouch.
• Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.

Qualifications

• Ability to relate well to the public, in person and on the telephone.
• Dependable, well-organized, friendly, and professional.
• Able to work effectively with multiple supervisors.
• Daily collaboration and communication with other managers and staff.
• Supporting Customer Service Manager and Assistant Manager with daily tasks and projects.
• Able to balance and prioritize multiple requests.
• Willingness to flex and assist with other departments and tasks as needed.
• Effective office (clerical / secretarial), time management, and organizational skills.
• Be very familiar with Google Drive, Google Sheets, Google Docs, Microsoft Word and Excel.
• Comfortable with cold calling local schools, camps and organizations.

Benefits

• Free use of all activities at Zoar Outdoor, Berkshire East and Catamount Ski Area.
• Fridge benefits also offered including 8 passes per season for friends and family.