Guest Service Representative (At Your Service)

30 Nov 2024

Vacancy expired!

Full Time - Seasonal

RESORT OVERVIEW, CULTURE AND VISION

Snowshoe is the premier destination for Mid-Atlantic and Southeast skiers, snowboarders and winter enthusiasts. We offer 257 acres of skiable terrain, 1500 vertical feet, 57 trails and the best snow around. Enjoy our world class events, cool mountain temperatures, beautiful vistas and 11,000 acres of unspoiled wilderness.

OUR VALUES

Our organizational values describe our shared beliefs, the principles important to our organization; how we want to treat each other and our guests.

Integrity Performance Environment Fun Collaboration

POSITION SUMMARY

The At Your Service (AYS) Department is responsible for interacting with lodging guests and internal customers through a centralized telephone service with the purpose of providing a solution to guest/owner/colleague requests or inquiries. The Representatives provide answers to questions and dispatch other departments to help ensure that the guest is having the best experience possible. Representatives work closely with the Front Desk, Maintenance, IT, Homeowner Services and Housekeeping departments.

ESSENTIAL DUTIES

This position is responsible for the following job results.

  • Answers calls on radio, telephone in a courteous and professional manner
  • Respond to emails in a courteous and professional manner
  • Records incoming requests accurately and efficiently into AYS Teams database
  • Dispatches work to Maintenance, Housekeeping, Homeowner Services, and IT thought radio, phone, email and systems.
  • Follows up in a timely manner on guest requests, questions and concerns in a prompt and attentive manner
  • Adds traces and notes to guest’s accounts
  • The At Your Service department is the central hub of information/communication for the resort. Lodging guests contact the Representatives from their rooms and ask general questions about the resort, specific questions about the guest rooms, to reserve shuttle service and also call to make requests for room amenities (extra blankets, cots etc.) or for repairs to the room (i.e. dishwasher repairs, light bulb replacements). Internal customers will contact AYS to request shuttles, IT support, Housekeeping needs and maintenance request.
  • If the guest request is for a room amenity or repair the AYS Representative will then dispatch internal staff members to complete the tasks. Typically, communication will be with Maintenance, homeowner Services, Housekeeping and Front Desk.
  • AYS Representatives must use clear, concise communication techniques when interacting with the guest (internal & external). They will typically need to ask clarifying questions and provide detailed instructions. They must also speak in a professional manner; being polite, courteous, calm and using intelligent language (no slang etc.)
  • AYS Representatives are privy to the personal information of lodging guests.

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

QUALIFICATIONS, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

DIRECT EXPERIENCE

Education: High School Education or equivalent

Experience:

  • Proven ability to provide excellent customer service. A minimum of 2 years’ experience in a customer service setting
  • Past dispatch/call center/switchboard experience is an asset
  • Knowledge of Front Desk operations is an asset
  • Strong communication skills
  • Team oriented with an energetic, friendly, cheerful, and animated demeanor

Decisions and Problems:

The AYS Representative must assess each situation/interaction quickly in order to meet the guest satisfaction objectives of the department. When faced with a guest issue, the AYS Rep must provide a good solution and decide who is best able to provide that solution i.e. if a guest calls with a complaint of a matters being uncomfortable , the AYS Representative must decide if it is a Home Owner Services or Maintenances who is best able to fix the issue.

LEADERSHIP

  • Understands business complexities and assumes responsibility for driving change
  • Leads employees or teams of employees to achieve goals
  • Guides employees through periods of change, even during difficult times or in the face of hard business decisions
  • Exhibits honesty, integrity in an environment of mutual respect and trust, core values, reliability

ENGAGEMENT

  • Is inquisitive and curious, always asking questions; Seeks new and/or different or ways to improve the business; Thinks outside the box
  • Is recognized by others (internally and externally) as being engaged in their role, and someone who can often see things that others have not
  • Inspires, motivates, develops, energizes, and creates engaged employees, with a solid record of employee retention
  • Demonstrates true passion for the job, the resort, and the company overall
  • Displays rigorous commitment to the environment, financial and safety of self, business, and inherent risks through stewardship.

COMMUNICATION

  • Communicates clearly and appropriately - both orally and in writing
  • Responds to questions or requests in a timely manner
  • Conducts regular one-on-one and departmental meetings to ensure a good flow of information
  • Recognizes and rewards the achievement of his/her team and others; Ensures thank-yous are delivered
  • All communication is down home and strives to improve upon a high level of guest service in a friendly manner
  • Proficient in use of technology to include Excel, Word, the Internet, desktop publishing and database management software programs. Is able to learn quickly those applications not known.

DELIVERY

  • Achieves high-quality business outcomes for the division as well as delivering good results that help the business overall
  • Delivers highly accurate end-work product personally and through overseeing others
  • Able to analyze numbers and draw conclusions from statistical information
  • Meets or exceeds financial goals, budgets, forecasts
  • Creates successful strategies that produce results, but is also willing to accept responsibility for shortfalls when appropriate
  • Ensures a guest driven atmosphere and improves commitment to a service level that exceed our guests’ expectations

FLEXIBILITY

  • Adapts and is flexible to changing business circumstances across a season, a fiscal year, and/or multiple years; Exhibits willingness to change
  • Adjusts budgets and reforecasts as needed across the year based on changing business needs
  • Exhibits flexibility in their thinking, will bend when needed, and will lobby others to change when necessary
  • Inspires a unified team through understanding was is required for successful, cooperative and fun team succesS

TRAVEL REQUIREMENTS

Any employee or volunteer who operates a company vehicle including cars, trucks, snowcats, snowmobiles, or heavy equipment is required to comply with the Driver’s Standards Policy. This policy also applies to employees or volunteers driving their personal vehicles for company business more than four times per month, averaging 30+ miles per trip. All drivers should receive a full copy of the Alterra Driver’s Standards Policy; if you have not – please contact your Risk/Safety or HR/EE Department.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends and holidays.

Office Environment:

  • Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
  • Manual dexterity to operate a computer and other common office equipment on a constant basis.
  • Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.

  • Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

  • Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.

  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

AN EQUAL OPPORTUNITY EMPLOYER

  • ID: #23664932
  • State: West Virginia Webstersprings 26288 Webstersprings USA
  • City: Webstersprings
  • Salary: TBD
  • Job type: Full Time
  • Showed: 2021-11-30
  • Deadline: 2022-01-29
  • Category: Et cetera