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Guest Experience Specialist

4 weeks ago

Harbor Springs, United States Sugarloaf Mountain Corporation Full time

Overview Join our team at The Highlands as a Guest Experience Specialist and embark on a rewarding journey in the hospitality industry. You’ll engage with customers, providing prompt assistance through various channels including email, web chat, voicemail, and phone. Your role involves helping guests make reservations, troubleshooting e-commerce transactions, and ensuring a seamless experience. With a focus on maintaining a positive and empathetic attitude, you'll contribute to enhancing our guests' interactions with the resort. This full-time, year-round position offers you the chance to be a part of an exceptional team, complete with benefits and opportunities for growth. Some perks of working for The Highlands include: A free Golf Pass and Ski Pass for both you and your family 40% off at the various Boyne Restaurants Discounts at other Boyne Resorts such as 30% Spa treatments at the Inn at Bay Harbor and Boyne Mountain Free Passes to Avalanche Bay Water Park at Boyne Mountain Discounts on lodging for Friends and Family Team Member Child Care Tuition Reimbursement Service and Loyalty Bonus Program – up to 5% of gross wages per season Team Member Housing available on a first come first serve basis PTO and Paid Sick Leave Health/Dental/Vision Insurance Visit our website for all of our amazing perks, view testimonials, and more The Highlands Employment Our Core Values: LEAD by Serving At Boyne Resorts, we know that great Leadership can be the difference between a good and a great work experience. Our core values guide us daily to create lasting memories for every guest. • Long-Term Thinking • Excellence in Execution • Attitude is Everything • Develop Great People Responsibilities The following statements are intended as general illustrations of the work in this classification and are not all-inclusive of the specific position. Respond to all customer inquiries via email, web chat, voicemail, and phone promptly. Assist guests with questions, make dinner and activity reservations, and log conversation notes. Monitor and report on users’ reactions to product offerings and troubleshoot challenges. Help customers identify, create or reset login credentials for the online store and Boyne Rewards account. Troubleshoot e-commerce transactions with guests. Train AI-powered chatbot to respond accurately to online inquiries, and monitor chatbot dashboard offering live escalation (responses) as needed. Work in lift ticket window as needed or seasonally, assisting guest in person with activity or lift ticket purchases. Review website and SharePoint site for information and update the Skier Services Manager with any inaccuracies. Complete tasks given by the Skier Services Director or Manager. Qualifications You possess a High School diploma or equivalent; college experience is desirable You have previous experience working in the hospitality industry with strong communication skills You have strong writing and grammar skills with an ability to curate professional responses You understand e-commerce strategy and tactics You are detail-oriented, organized, and able to manage multiple conversations and deliverables Proficient in Microsoft 365, experience with RTP and/or Salesforce preferred but not required #J-18808-Ljbffr