Guest Experience Specialist - Resort Front Desk

Shanty Creek Ski and Golf Resort LLC; Bellaire (MI); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Shanty Creek Resorts is seeking a Guest Service Agent to be the first point of contact for guests, assisting with reservations, inquiries, and directions. This onsite role requires strong communication and a proactive approach to guest service to ensure a welcoming stay.

Responsibilities include managing bookings, processing changes, and delivering information on amenities and events. The ideal candidate has prior customer service experience and the ability to work in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience.
• Strong verbal and written communication skills.
• Ability to interact professionally and courteously with guests, coworkers, and other departments.
• Ability to work effectively in a fast-paced guest service environment.

Responsibilities

• Welcome and assist guests in a friendly, professional, and timely manner.
• Respond to guest inquiries in person, by phone, and through other communication channels.
• Assist guests with reservations, modifications, and cancellations while ensuring information is entered and communicated accurately.
• Provide guests with information about resort accommodations, amenities, dining, recreation, events, and other services.
• Address guest questions, concerns, and complaints with empathy and a focus on resolution.
• Escalate guest concerns to the appropriate department or manager when necessary.
• Maintain current knowledge of resort services, amenities, promotions, events, and policies.
• Provide directions and recommendations to assist guests during their visit.
• Collaborate with other departments to help ensure a seamless guest experience.
• Communicate special requests and relevant guest information to appropriate departments.
• Maintain accurate guest and reservation records as required.
• Assist with general front desk and guest service operations as needed.
• Maintain a clean, organized, and welcoming guest service area.
• Represent Shanty Creek Resorts professionally during every guest interaction.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Time management

Attention to detail

Teamwork

Professionalism

Reservation software

Education

High school diploma or equivalent

Tools

CRM software

Reservations system

Job description

Shanty Creek Resorts is seeking a Guest Service Agent to be the first point of contact for guests, assisting with reservations, inquiries, and directions. This onsite role requires strong communication and a proactive approach to guest service to ensure a welcoming stay.

Responsibilities include managing bookings, processing changes, and delivering information on amenities and events. The ideal candidate has prior customer service experience and the ability to work in a fast-paced environment.