Guest Service Representative - At Your Service

Alterra • Snowshoe, WV

3d • Remote

About The Position

Looking for a role where every day is a chance to make someone’s stay unforgettable? The AYS Department is the heartbeat of guest experience; the friendly voice on the line connecting our guests, homeowners, and team members to quick solutions and great memories. You’ll work hand-in-hand with departments like Front Desk, Maintenance, IT, and Housekeeping to make the magic happen behind the scenes! This position will be remote to West Virginia applicants. Will be required to be onsite for training and 1 time per month.

Requirements

• Proven ability to provide excellent customer service.
• High School Diploma or GED
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Nice To Haves

• A minimum of 2 years’ experience in customer service setting
• Past dispatch/call center/switchboard experience is an asset
• Knowledge of Front Desk operations is an asset
• Strong communication skills
• Team oriented with an energetic, friendly, cheerful, and animated demeanor

Responsibilities

• Answer calls on radio and telephone in a courteous and professional manner
• Respond to emails in a courteous and professional manner
• Records incoming requests accurately and efficiently into AYS Teams database
• Dispatches work to Maintenance, Housekeeping, Homeowner Services, and IT thought radio, phone, email and systems.
• Follows up in a timely manner on guest requests, questions and concerns in a prompt and attentive manner
• Adds traces and notes to guest’s accounts
• The At Your Service department is the central hub of information/communication for the resort.
• Lodging guests contact the Representatives from their rooms and ask general questions about the resort, specific questions about the guest rooms, and call to make requests for room amenities (extra blankets, cots etc.) or for repairs to the room (i.e. dishwasher repairs, light bulb replacements).
• Internal customers will contact AYS to request shuttles, IT support, housekeeping needs and maintenance requests.
• If the guest request is for a room amenity or repair the AYS Representative will then dispatch internal staff members to complete the tasks.
• Typically, communication will be with Maintenance, homeowner Services, Housekeeping and Front Desk.
• AYS Representatives must use clear, concise communication techniques when interacting with the guest (internal & external).
• They will typically need to ask clarifying questions and provide detailed instructions.
• They must also speak in a professional manner; being polite, courteous, calm and using intelligent language (no slang etc.)
• AYS Representatives are privy to the personal information of lodging guests.

Benefits

• Free skiing and snowboarding privileges at Alterra resorts + Ikon Pass destinations
• Major Medical, Dental & Vision Benefit coverage
• 401k plan available to any employee over the age of 18
• Discounted Friends and Family Lift Ticket Vouchers
• Get 30% off food & drinks (excludes alcohol), 30% off apparel, and 15% off skis at Snowshoe retail locations.
• Pro Deals from some of the industry’s top brands!

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED