Guest Experience Coordinator & Call Center Specialist

Berkshire East Ski Resort; Charlemont (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

Berkshire East Ski Resort is seeking an Assistant Group Coordinator and Call Center Representative to support the Guest Experience Team. The role involves handling emails, calls, and in-person interactions, assisting with bookings, payments, and reservations for groups, and providing exceptional service.

Responsibilities include coordinating with the Group Coordinator, maintaining schedules, and ensuring timely communication and confirmations.

Qualifications

• Excellent guest service and communication skills.
• Ability to multitask in a fast-paced environment.
• Proficient with Google and Microsoft programs.

Responsibilities

• Assist Group Coordinator and Call Center with daily Welcome Center duties.
• Handle quotes, bookings, payments, and reservations for groups.
• Maintain group spreadsheets and calendars, and perform check-ins with groups.
• Answer daily calls, emails, and messages promptly.
• Work ticket window as needed and handle cash transactions.
• Document conversations in the booking system and provide timely confirmations.
• Upsell additional services or packages when appropriate.
• Support staff with vouchers and benefits tracking; monitor review/chat platforms.

Tools

Booking system

Google Apps

Microsoft Office

Job description

Berkshire East Ski Resort is seeking an Assistant Group Coordinator and Call Center Representative to support the Guest Experience Team. The role involves handling emails, calls, and in-person interactions, assisting with bookings, payments, and reservations for groups, and providing exceptional service.

Responsibilities include coordinating with the Group Coordinator, maintaining schedules, and ensuring timely communication and confirmations.