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Hospitality Support Specialist

3 months ago

Harbor Springs, United States Sugarloaf Mountain Corporation Full time


Overview
Join our dedicated team at Sugarloaf Mountain Corporation as a Guest Experience Specialist and embark on a fulfilling career in the hospitality sector.

In this role, you will interact with customers, providing timely assistance through various communication channels such as email, web chat, voicemail, and phone. Your responsibilities will include aiding guests in making reservations, resolving e-commerce issues, and ensuring a smooth experience throughout their journey.

By maintaining a positive and empathetic demeanor, you will play a crucial role in enhancing our guests' experiences at the resort.

This full-time, year-round position offers you the opportunity to be part of an exceptional team, complete with benefits and avenues for professional growth.


Benefits of Working at Sugarloaf Mountain Corporation:
- Complimentary Golf Pass and Ski Pass for you and your family
- 40% discount at various dining establishments
- Discounts at other affiliated resorts, including 30% off spa treatments
- Free access to water park facilities
- Lodging discounts for friends and family
- Childcare services for team members
- Tuition reimbursement programs
- Service and loyalty bonuses of 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
For more information about our fantastic benefits, employee testimonials, and more, please visit our website.

Core Values:

At Sugarloaf Mountain Corporation, we believe that exceptional leadership can transform a good work experience into a great one. Our core values guide us daily in creating lasting memories for every guest.


  • Long-Term Vision
  • Commitment to Excellence
  • Positive Attitude
  • Development of Great Talent

Responsibilities
The following responsibilities are intended to illustrate the work involved in this position and are not exhaustive.

Respond to all customer inquiries promptly via email, web chat, voicemail, and phone.
Assist guests with inquiries, make reservations for dining and activities, and document conversation notes.
Monitor and report on customer feedback regarding product offerings and troubleshoot any challenges.
Help customers identify, create, or reset login credentials for online accounts.
Assist in troubleshooting e-commerce transactions with guests.
Train AI-powered chatbots to accurately respond to online inquiries and monitor the chatbot dashboard for live escalations as needed.
Assist in-person at ticket windows as required, helping guests with activity or ticket purchases.
Review the website and internal resources for accuracy and update management with any discrepancies.
Complete tasks assigned by management.
Qualifications
You possess a high school diploma or equivalent; college experience is a plus.
You have prior experience in the hospitality industry with strong communication skills.
You demonstrate strong writing and grammar skills, capable of crafting professional responses.
You understand e-commerce strategies and tactics.
You are detail-oriented, organized, and able to manage multiple conversations and tasks effectively.
You are proficient in Microsoft 365; experience with RTP and/or Salesforce is preferred but not required.

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