Boyne Resorts

Guest Service Specialist

Job Locations US-ME-Newry
Posted Date 4 weeks ago(12/22/2020 7:39 PM)
Requisition ID
2020-8937
# of Openings
1
Resort
Sunday River
Position Type
Seasonal Full-Time
Season
Winter
Category
Guest Services
Targeted Job Start Date
1/1/2021

Overview

The Guest Service Specialist is an individual with a passion for Sunday River Resort who knows how to wow, empathize, fix, sell, support, and most importantly what it means to go above and beyond at every turn.

 

Knowledge of Sunday River services, products, and policies is essential; experience with RTP point of sale is preferred. The Guest Service Specialist provides current and accurate information about resort products and services to guests be it in person, by email, and/or by phone. Additional responsibilities may include guest survey analysis, management and follow up.

 

Being able to best help the guest may include facilitating a lift ticket or snow guarantee, all while collecting the guest data at every transaction. In addition to performing the basic tasks of a ticket seller, The Guest Service Specialist will be called upon to assist guests and team with complex problems, concerns, feedback, lost and found, and difficult questions. As a result, she/he is in constant communication their supervisor, the Director of Season Pass, Tickets, and Guest Services, to ensure fairness and consistency.

 

The Guest Service Specialist's ability to take ownership of every situation--be it wowing the guests where appropriate, escalating problems to their supervisor or respective resort manager--will be essential to the success of the overall guest services program. The Guest Service Specialist position can be a very challenging yet rewarding position for those who enjoy the rewards of excellent customer relations, the challenge of service recovery, and posses the ability to effectively motivate a team of others to appreciate the same.

 

Specific focuses include: cash handling experience; scheduling; and communication and interaction with guests and team members. Applicant must be a team player with a positive attitude, excellent communication/people and organizational skills who is willing to multi-task. Ability to remain calm and organized while working in a fast-paced environment and/or when working through challenging situations. Must be able to work weekends, holidays/peak periods, and some nights.

 

Responsibilities

  • Knowledge of Sunday River services, products, and policies is essential; experience with RTP point of sale is preferred. 
  • An understanding on how to help a guest or guests will include being able to facilitate a lift ticket voucher or Snow Guarantee, as well as going "The extra step." In addition to performing the basic tasks of a ticket seller, The Guest Service Supervisor will assist other guest service agents and Team Members with complex problems, concerns, feedback, Lost and Found, and various other instances of opportunities. As a result, she/he will be constantly training their team to know how handle a wide variety of guest and team member interactions.
  • The Guest Service Specialist's ability to take ownership of every situation--be it wowing the guests or escalating problems to the respective resort managers--is essential to the resort's overall success. The Guest Service Specialist position can be a very challenging yet rewarding position for those who enjoy customer relations and who possess the ability to motivate a team of others to appreciate the same.
  • Specific focuses include leadership, development, and management of team; revenue and expense oversight and forecasting; scheduling; and communication and interaction with guests and team members. Applicant must be a team player with a positive attitude, with excellent communication skills, a knack for organization, and willing to multi-task.

Qualifications

Knowledge of Sunday River services, products, and policies; experience with RTP point of sale is preferred. Excellent communications skills is essential; she/he will be able to provide current and accurate information about resort products, policies, and services to guests, be it in person, by email, and/or by phone. Time management and the ability to help and motivate others will be weighed favorably. This position will be a mix of front facing, in-person guest relations, and working in the office to answer phone calls, emails, and manage incoming survey data. 

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