Guest Experience Ambassador
1 month ago
At The Highlands at Harbor Springs, we're seeking a skilled Guest Experience Specialist to join our team. As a key member of our hospitality team, you'll play a vital role in ensuring our guests have an exceptional experience.
Key Responsibilities:- Respond to customer inquiries via email, web chat, voicemail, and phone in a timely and professional manner.
- Assist guests with questions, make dinner and activity reservations, and log conversation notes.
- Monitor and report on user 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 for live escalation.
- Work in lift ticket window as needed or seasonally, assisting guests 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.
- High School diploma or equivalent; college experience is desirable.
- Previous experience working in the hospitality industry with strong communication skills.
- Strong writing and grammar skills with the ability to curate professional responses.
- Understanding of e-commerce strategy and tactics.
- 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.
- 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% off 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-served basis.
- PTO and Paid Sick Leave.
- Health/Dental/Vision Insurance.
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