Guest Experience Specialist
Harbor Springs
Overview:
Join our team at The Highlands as a Guest Experience Specialist and embark on a rewarding journey in the hospitality industry. You’ll engage with customers, providing prompt assistance through various channels including email, web chat, voicemail, and phone.Your role involves helping guests make reservations, troubleshooting e-commerce transactions, and ensuring a seamless experience. With a focus on maintaining a positive and empathetic attitude, you'll contribute to enhancing our guests' interactions with the resort.
This full-time, year-round position offers you the chance to be a part of an exceptional team, complete with benefits and opportunities for growth.
Some perks of working for The Highlands include:
- 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% 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 serve basis*
- PTO and Paid Sick Leave
- Health/Dental/Vision Insurance
Visit our website for all of our amazing perks, view testimonials, and more! The Highlands Employment
Our Core Values: LEAD by ServingAt Boyne Resorts, we know that great Leadership can be the difference between a good and a great work experience. Our core values guide us daily to create lasting memories for every guest.
- Long-Term Thinking
- Excellence in Execution
- Attitude is Everything
- Develop Great People
Responsibilities:
The following statements are intended as general illustrations of the work in this classification and are not all-inclusive of the specific position.- Respond to all customer inquiries via email, web chat, voicemail, and phone promptly.
- Assist guests with questions, make dinner and activity reservations, and log conversation notes.
- Monitor and report on users’ 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 offering live escalation (responses) as needed.
- Work in lift ticket window as needed or seasonally, assisting guest 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.
Qualifications:
- You possess a High School diploma or equivalent; college experience is desirable
- You have previous experience working in the hospitality industry with strong communication skills
- You have a strong writing and grammar skills with an ability to curate professional responses
- You understand e-commerce strategy and tactics
- You are detail-orientated, organized, and able to manage multiple conversations and deliverables
- Proficent in Microsoft 365, experience with RTP and/or Salesforce preferred but not required
- Single Bed, no pets. If interested, inquire during job interview
Harbor Springs
such as 30% 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
• Team Member Housing available...
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