Guest Services Agent

JOB SUMMARY
Guest ServiceAgentswill specialize inproviding solutionsand helpingtoensure thatguests’needs are met. Our mission is to “Make it Better!”Guest Service Agents will play an active role indoors and outdoors,assistingguestswith their arrival and departure experience, and answering general inquiries.

JOB QUALIFICATIONS:

• Previousexperience with customer serviceand customer resolutionpreferred

• Professional communication skills 

• Computerproficiency, including website access, general office applications, and POS software

• Interpersonal skills 

• Team orientation

• Position requires a mature, dependable, flexible, team-oriented person 

• Abilityto stay calm under pressure.

• Self-motivated 

• Guest-oriented 

• Mathematical skillstoperformcalculations for complexsale transactions

• Availableto workvariedshifts,and days of the week,including weekends and holidays

ESSENTIAL DUTIES

• Deal with guest escalations in a professional manner.  

• Handle guest questions and escalations

• Thoroughunderstanding of all products and services available.Will presentaccurate, detailed information aboutproductofferings. Provide general information aboutCrystal Mountain andAlterra Mountain Company.

• Technical skills andan understandingofPOS software, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite.

• Candidates should have a proven record of being able to communicate well,performwell under pressure, make logical decisions,problemsolving, beresourceful,andableto multitask.  

• Able to accept mentoring andknowledgesharing,coachingand feedback on a regular basis 

• Other duties as assigned. 

PERFORMANCE CRITERIA:

• Respond to guest concerns and escalations in a professional andtimelymanner, manage escalations and guest expectations.  

• Willingnessto learn and share feedback and other information with team and management. 

• Uphold company and departmental policyandservice standardsat all times.Demonstrates support for company missions and values.

• Willingness and ability to be part of and contribute to a successful departmental team. 

• Is able towork under stressful conditions without creating tension among fellow employees,vendorsand supervisors. 

• Workstationand surroundingareakept neat.

• Ableto communicate in a pleasant and efficient manner.  

• Ableto present company policy in a diplomatic way.  

• Professionalverbal communication skills and phone etiquette

• Knowand adhere topolicies and procedures

• Willingto accept new policies and procedures as changes occur.  

• Available for varied work shifts, as agreed upon with management.

• Ability to complete projects before work shift ends. 

• Ensures adherence by team to lunch and break schedules to maximize coverage and provide quality guest service.

• Willingto accept new and varied responsibilities.  

PHYSICAL DEMANDS AND WORKING CONDITIONS 

This position may berequiredtoworkevenings,weekendsand holidays.

OFFICE ENVIRONMENT

• Able to lift, carry, or otherwise move and position a minimum of 40pounds on an occasional basis.

• Manual dexterity tooperatea computer and other common office equipment on a constant basis.

• Auditory and visual acuity tooperatecomputers, phones, mobiledevicesand basic office equipment on a constant basis.

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

• Talking and hearing occur continuouslyin the process of communicatingwith guests,supervisorsand other employees. 

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