Customer Engagement Coordinator
1 week ago
Position Overview:
As a Guest Experience Specialist, you will play a vital role in enhancing the customer journey within the hospitality sector. Your primary responsibility will be to assist guests through various communication channels, including email, web chat, voicemail, and phone. You will facilitate reservations, address e-commerce inquiries, and ensure a smooth and enjoyable experience for all guests.
Key Benefits:
Working at The Highlands comes with numerous advantages, including:
- A complimentary Golf Pass and Ski Pass for you and your family.
- 40% discount at a variety of Boyne Restaurants.
- Exclusive discounts at other Boyne Resorts, such as 30% off Spa treatments.
- Free access to Avalanche Bay Water Park.
- Discounted lodging for friends and family.
- Childcare services for team members.
- Tuition reimbursement opportunities.
- Service and Loyalty Bonus Program up to 5% of gross wages per season.
- Team Member Housing available on a first-come, first-served basis.
- Paid Time Off and Sick Leave.
- Comprehensive Health, Dental, and Vision Insurance.
Core Values:
At The Highlands, we believe that effective leadership is essential for creating memorable experiences for our guests. Our core values guide our daily operations:
- Long-Term Thinking
- Excellence in Execution
- Positive Attitude
- Development of Great People
Responsibilities:
The following duties are representative of the role:
- Respond promptly to customer inquiries through various communication channels.
- Assist guests with inquiries, reservations, and document conversation notes.
- Monitor guest feedback regarding product offerings and troubleshoot any issues.
- Support customers in managing their online accounts and e-commerce transactions.
- Train and oversee AI-powered chatbots to ensure accurate responses to inquiries.
- Assist guests in person with activity or ticket purchases as needed.
- Review and update information on the website and internal resources.
- Complete tasks assigned by management.
Qualifications:
To be successful in this role, candidates should possess:
- A High School diploma or equivalent; college experience is a plus.
- Previous experience in the hospitality industry with strong communication skills.
- Excellent writing and grammar skills to create professional responses.
- An understanding of e-commerce strategies and tactics.
- Strong attention to detail and organizational skills to manage multiple tasks.
- Proficiency in Microsoft 365; experience with RTP and/or Salesforce is preferred but not required.
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