Guest Services Team Member - Seasonal (18+) (Monday-Friday 8am-4pm)

Southern Management Companies•Macungie, PA

About The Position

The Guest Services Team Member enhances the guest experience by assisting with winter-season services and solutions. As often the first person a guest interacts with, this role helps establish service expectations through guest service, problem-solving, and initiative. The position handles guest inquiries and communications, issues passes and tickets, processes payments and gift cards, issues employee ID cards, maintains lost-and-found records, and communicates with Auditing and IT as needed. Team members also support the broader Guest Services team and Bear Creek Mountain Resort (BCMR) operations by following service standards, assisting with tasks and projects, and helping ensure guests have a positive experience.

Requirements

Must be at least 18 years of age.
At least 3 years of guest services, general office, or customer service experience, or an equivalent combination.
Availability during peak operating times, including weekends, holidays, and special events.
Intermediate computer skills and cash-handling experience.
Knowledge of Microsoft Office, including Word and Excel.
Ability to work effectively in stressful, high-pressure, fast-paced environments while maintaining composure and guest satisfaction.
Excellent problem-solving skills.
Excellent written and verbal communication skills.
Ability to multitask.

Responsibilities

Answer telephone calls and emails, check voicemail, and return phone calls.
Issue season passes and daily tickets.
Process in-person payments and gift cards.
Issue employee ID cards.
Update the Lost & Found Log and contact guests as needed.
Communicate effectively with Auditing and IT as needed.
Acknowledge guests and respond promptly to their needs.
Report unresolved incidents to a Manager or Supervisor.
Maintain familiarity with hotel services, features, and local attractions and activities to respond accurately to guest inquiries.
Complete tasks and assist with projects as needed to contribute to the team's success.
Maintain knowledge of and comply with departmental policies, service procedures, and standards.
Work as a team member to support a positive guest experience.
Understand and apply emergency procedures when necessary.
Immediately report incidents, property damage, or injuries to a Manager or Supervisor.
Attend department meetings and training sessions as necessary.
Perform other duties as assigned by a Manager or Supervisor.
Support Southern Management's Mission, Vision, and Values, and comply with Bear Creek and Southern Management policies and procedures.