Part-time Guest Experience Representative

Berkshire East Ski Resort•Charlemont, MA

About The Position

Berkshire East and Zoar Outdoor are seeking a Guest Experience Representative to welcome and support guests visiting their outdoor adventure destinations in Charlemont, Massachusetts. As a first point of contact, the representative answers questions, handles bookings and on-site needs, and helps ensure interactions are friendly, informative, and efficient. The role collaborates with departments across the company to deliver seamless guest experiences and supports the Guest Experience team and its managers with office operations, communication, booking systems, and training materials. This is a part-time role scheduled for four days and 30 hours per week. Weekend work is required, and holiday work is expected during busy periods. Hours may be reduced during the offseason.

Requirements

Ability to relate well to the public in person and by telephone.
Dependable, well-organized, friendly, and professional.
Able to work effectively with multiple supervisors.
Able to balance and prioritize multiple requests.
Willingness to adapt and assist other departments and with other tasks as needed.
Effective office, clerical or secretarial, time-management, and organizational skills.
Familiarity with Google Drive, Google Sheets, Google Docs, Microsoft Word, and Microsoft Excel.
Availability to work weekend days.
Availability to work holidays.

Nice To Haves

Comfortable making cold calls to local schools, camps, and organizations.

Responsibilities

Respond promptly and professionally to customers and provide exceptional experiences during guest interactions.
Answer phones, take reservations, and address customer questions about the reservation process and booking requirements.
Process payments and send confirmation details to customers in a timely manner.
Help resolve reservation issues and assist customers with reservation changes or cancellations.
Assist Group Coordinators with group bookings and quotes, and make cold calls to local schools, camps, and organizations as needed.
Work at the ticket window when necessary.
Upsell additional services or special packages when appropriate.
Review and respond to emails and phone messages promptly.
Document and record customer conversations in the booking system.
Assist with opening and/or closing the facility as needed.
Support the Manager and Director in ensuring staff meet company policies and expectations.
Help communicate and uphold office procedures and changes with Guest Experience Staff.
Stay informed about logistical information and promotions from other departments and communicate them accurately to Guest Experience Staff.
Assist with incoming and outgoing mail and manage office supplies with department Manager approval.
Help track and set up free trip benefits for staff.
Help review office procedures and training manuals to keep them current.
Assist with setup of booking and POS software, including FareHarbor and Intouch.
Monitor review and chat platforms and ensure responses are accurate and timely.
Help review and update automated messaging and guest confirmation emails.
Collaborate with other managers and staff and support the Customer Service Manager and Assistant Manager with daily tasks and projects.
Demonstrate the three P's—Positive, Professional, and Playful—and lead by example in providing customer service.