Guest Service Representative - At Your Service - Winter 26.27

Work Location: 10 Snowshoe Drive, Snowshoe, WV 26209
This is a remote position for West Virginia residents (must provide proof of residence).

Schedule

• Start date: Beginning of November with positions available through the winter season
• Flex and seasonal positions available
• May require working early mornings, weekends, and holidays
• Remote to West Virginia applicants; required to be onsite for training and once per month

Benefits

• Medical Benefits – Minimal Essentials Coverage available
• Free skiing and snowboarding privileges at Alterra resorts + discounts on Ikon Passes
• 401k plan available to any employee over the age of 18
• Discounted Friends and Family Lift Ticket Vouchers
• 50% off Snowshoe Quick Service Restaurants and 30% off Snowshoe Full Service Restaurants (excludes alcohol)
• 40% off Retail Merchandise and 45% off Mountain Essentials (excludes hard goods, 2 hard good sales for employees throughout winter)
• Pro Deals from top industry brands such as North Face, Darn Tough, and many more

About the Role

Looking for a role where every day is a chance to make someone's stay unforgettable? The AYS Department is the heartbeat of guest experience; the friendly voice on the line connecting our guests, homeowners, and team members to quick solutions and great memories. You'll work hand-in-hand with departments like Front Desk, Maintenance, IT, and Housekeeping to make the magic happen behind the scenes.

The At Your Service department is the central hub of information/communication for the resort. Lodging guests contact the Representatives from their rooms and ask general questions about the resort, specific questions about the guest rooms, and call to make requests for room amenities (extra blankets, cots, etc.) or for repairs to the room (i.e., dishwasher repairs, light bulb replacements). Internal customers will contact AYS to request shuttles, IT support, housekeeping needs, and maintenance requests.

If the guest request is for a room amenity or repair, the AYS Representative will dispatch internal staff members to complete the tasks. Typically, communication will be with Maintenance, Homeowner Services, Housekeeping, and Front Desk.

Responsibilities

• Answer calls on radio and telephone in a courteous and professional manner
• Respond to emails in a courteous and professional manner
• Record incoming requests accurately and efficiently into AYS Teams database
• Dispatch work to Maintenance, Housekeeping, Homeowner Services, and IT via radio, phone, email, and systems
• Follow up in a timely manner on guest requests, questions, and concerns in a prompt and attentive manner
• Add traces and notes to guests' accounts
• Use clear, concise communication techniques when interacting with guests (internal & external), including asking clarifying questions and providing detailed instructions
• Speak in a professional manner; being polite, courteous, calm, and using intelligent language (no slang, etc.)

Qualifications

• High School Diploma or GED

Preferred Experience

• Proven ability to provide excellent customer service
• Minimum of 2 years' experience in a customer service setting
• Past dispatch/call center/switchboard experience is an asset
• Knowledge of Front Desk operations is an asset
• Strong communication skills
• Team-oriented with an energetic, friendly, cheerful, and animated demeanor