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Guest Services Coordinator

2 months ago

Breckenridge, Colorado, United States Ski Country Resorts Full time

As a Guest Services Coordinator, your primary role will be to collaborate with various departments such as reservations, housekeeping, maintenance, and operations to ensure guests enjoy an exceptional vacation experience.

Key Responsibilities

  • Manage incoming communications through calls, emails, and texts directed to the Guest Services team from potential, current, and upcoming guests, as well as team members and vendors.
  • Assist walk-in guests with their inquiries and concerns.
  • Effectively communicate updates and issues to guests currently residing at the property.
  • Report and assign maintenance tasks to the property management team, ensuring timely resolutions.
  • Address guest complaints and concerns with enthusiasm, empathy, and professionalism.
  • Troubleshoot common guest issues and property-related challenges.
  • Maintain proficiency in all software and systems utilized in the guest services environment.
  • Ensure accurate and timely updates in the systems regarding property information communicated to guests.
  • Provide real-time updates to guests concerning routine maintenance and notices from associations.
  • Communicate necessary guest details to relevant associations as required.
  • Keep detailed records of all communications received and actions taken within system notes.
  • Assist guests in making future reservations.
  • Process guest payments and handle refunds as needed.
  • Register guests for parking services.
  • Manage challenging conversations regarding guest transfers or concerns.
  • Support guests throughout their entire experience, from quoting dates to booking reservations.
  • Perform various administrative tasks related to revenue-generating activities.
  • Contribute ideas for enhancing departmental policies and procedures.
  • Send reminders for pending or overdue contracts.
  • Act in alignment with company values and core principles.
  • Foster positive working relationships with coworkers, third-party vendors, and other departments.

Benefits Offered: Medical, Dental, Vision, Life Insurance, 401K with 4% Match.

Requirements:

  • Availability to work evenings, weekends, and holidays.
  • Minimum of 1 year of experience in customer service.
  • Reliable transportation to and from work.
  • Ability to resolve issues with minimal supervision.
  • Strong attention to detail and organizational skills.
  • Basic computer and office proficiency.

Ski Country Resorts is committed to being an Equal Employment Opportunity employer, ensuring no discrimination based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristics.